Problem
A customer-support AI assistant was resolving only a small share of technical questions, sending too many routine queries to human analysts.
Role
Trained and fine-tuned the assistant using curated technical documentation, structured datasets, and feedback loops.
Impact
- Engagement rate 34.7% → ~70%, resolution rate 13.7% → ~30% — more than doubling overall performance.
- Fewer human escalations on common technical questions, freeing analysts for complex integration cases.
- Recognized with an internal performance award (Jul 2025).