My Tech Talk at PyCon APAC 2023
I gave my first-ever in-person tech talk 🎤 at a conference at PyCon APAC 2023 on Friday, October 27th, titled AI for Efficient Routing of Customer Inquiries at Mercari.
I mostly talked about how we use AI in customer support operations at Mercari. If you're interested in using AI to improve customer support operations, you'll find this talk worthwhile!
I talked about the business problem of reducing the Transfer Rate that my team worked on a few quarters ago. In the talk, you'll learn about:
- Algorithms for routing customer inquiries to CS agents
- Understanding the business problem that is reducing the transfer rate and why it is important
- How to translate this business problem into an ML one
- Solving the ML problem using NLP and Python
- A/B test metrics and impact from the ML model
You can find the recorded video of the talk below. My talk starts at the timestamp 2:32:33, and it's a half-hour talk.
If you're looking for the slides that I used in the talk, you can find them in this GitHub repository, along with the proposal that I submitted for this talk.
Let me know if you have any feedback about the talk!