This opportunity is based in Zurich

(Internship/Master Thesis) Customer service e mail answering engine with Artificial Intelligence

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Engine that proposes potential answers to emails from clients based on previous answers send to other customers by the company.

Situation: Answering Email from customers, especially at customer service organizations can be a cumbersome process of answering the same questions many times.

Tension: Answering similar same questions multiple times is a waste of time and ressources.

In this role

Action: Build an NLP based engine that recommends most suitable answers to a customer’s email.

Result: Agents can quickly check if the created answer fits the need and if so, just copy paste it and save a lot of time.

Technical process: Technical design will be based on email conversations of CS people and customers on a large scale and in all three spoken languages in Switzerland. Realizing this project will result in a real NLP deep dive that will also include contextual understanding of the underlying neuronal network.

Impact: Results of this project will be a large time saving in a real-world CS setting that will have tremendous impact in almost any fast-paced industry like FMCG, retail in general or services companies.

 

OBJECTIVE:

  • Shorten the amount of time needed during customer interaction via mail

What we offer

 

  • A dynamic work and collaborative environment with a highly motivated multi-cultural and multiples international sites team
  • Personal development through training and coaching
  • A flat hierarchy and a culture of collaboration across all disciplines
  • The chance to make a difference in peoples’ life by building innovative solutions
  • High innovation and research backed up by collaboration with universities like EPFL
  • Various internal coding events (Hackathon, Brownbags), see our technical blog
  • Monthly After-Works organized per locations
  • Good life balance (41 working hours per week and possibility to work 2 days per week from home)

About your profile

Python, typical ML libraries such as tensorflow, pytorch, skit-learn and/or tools such as KERAS. Knowledge of Google and/or AWS ML toolset would be an advantage. C# would be an advantage for implementation/API calls.

Besides technical skills a solid understanding of common sales processes would be an advantage


If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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