Indian financial services company
An Indian financial services firm gets close to 1.2 million support emails per month.
They outsourced email categorization to a 50-member support team. Each support
member had to read 2.27 emails per minute and classify them in the right bucket.
Customer faced several issues including 24-hour SLA, team attrition and the
classification accuracy was less than 80%.
Powerup built an email classification engine using a combination of several
algorithms & techniques including a bag of words, stemming, lemmatization, decision
forest, neural networks and more. The machine learning was able to achieve above
80% accuracy on a consistent basis.
Spark, Python, SQL Server.