Project Details
Category
AI & Machine Learning
Client
Confidential (Major Telecom)
Industry
Telecommunications
Duration
11 months
Technologies Used
Natural Language Processing for Customer Support
This cutting-edge NLP solution was developed for a major telecommunications company to automate and enhance their customer support operations. The AI-powered system can understand complex customer queries, provide accurate responses, and seamlessly escalate to human agents when necessary.
The Challenge
Processing and understanding a wide range of customer inquiries across multiple service lines, while maintaining context throughout conversations and ensuring high accuracy in responses.
Our Solution
We developed a sophisticated NLP system using transformer-based architecture (BERT) fine-tuned on the client's historical support data. The system was containerized using Docker and deployed on the client's cloud infrastructure.
Results & Impact
The system now handles 60% of all customer inquiries without human intervention, has reduced average response time from 15 minutes to 30 seconds, and maintains a 92% customer satisfaction rating.