Case Studies
Intelligent Support Platform Case Study
Built intelligent support platform with ML-powered categorization, predictive routing, and analytics dashboards.
Case Study 01
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Intelligent Support Platform
Built system with ML categorization, routing, and customer retention analytics.
Built intelligent support platform with ML-powered categorization, predictive routing, and analytics dashboards.
Role
ML Engineer & Backend Architect
Timeline
Q4 2022 路 12 weeks
Industry
Customer Support & Intelligence
What I delivered
- Implemented NLP text classification for automatic ticket categorization.
- Built predictive model routing tickets to optimal agent queues.
- Developed SLA prediction and breach alerts using machine learning.
Highlights
- Automatic categorization achieving 88% accuracy with NLP.
- Predictive routing reducing resolution time by 25%.
- SLA breach prediction enabling proactive intervention.
Impact metrics
60%Categorization accuracy achieved
85%Resolution time improvement
99.5%System uptime maintained
ML & Tools
Next.jsTypeScriptTailwind CSSPostgreSQLPrismatRPCResend