In my role as an NLP Engineer, I have extensively used transformer models to solve complex problems. Specifically, I worked on a project which involved improving customer support responses for a major eCommerce company.
The project required us to build a chatbot that understands customer queries and provides timely and relevant responses. We used GPT-2, a transformer model, for its exceptional ability to generate coherent and contextually relevant text. Programming the logic for customer service scenarios and then training the model on a vast dataset of past customer interactions formed the core of our approach.
We observed a significant improvement in the quality of chatbot responses, with an increase in customer satisfaction of around 15% as per the post-deployment surveys. This clearly demonstrated the power of transformer models in NLP tasks, especially as they provide contextually aware responses in real-world applications.