Intent Classification and Entity Extraction for E-commerce Customer Support
The project aimed to train a Large Language Model (LLM) to automate the sorting of customer requests. My role involved analyzing 500+ messages to: Intent Classification: Categorizing whether a message was a refund request, shipping inquiry, or technical complaint. Entity Extraction: Precisely highlighting order numbers (e.g., #12345), product names, and dates mentioned in the text. Sentiment Analysis: Assigning a sentiment score from -1 (angry/dissatisfied) to +1 (satisfied) to help the AI prioritize urgent escalations.