All work
No. 04Fidelity Investments

Call-Intent NLP

NLP in a regulated, global service operation.

  • NLP
  • ML in production
  • Financial services
  • Change
A folded paper map
01

Problem

A global service operation wanted to cut handling and resolution times across regions.

02

What I built

Developed and deployed two NLP models for call-intent analysis, and led a service-analytics transformation across regions. Held the line between stakeholder expectations and what the data and timelines actually allowed.

03

Outcome

Resolution time improved by 10% and call handling time fell by 15%.