Prashant Anand
Prashant is a Senior ML Engineer at Mercari, primarily working on making customer support operations efficient in a data-driven way. He has led the development of several AI-powered features that have improved the average handling time and transfer rate of the customer support operations at Mercari. Although he is good at working with production ML systems, allegedly, some say he is way better at making pour-over coffee.
Session
One of the most significant challenges in efficiently handling customer inquiries is routing inquiries to the appropriate customer support agent with the right skills and knowledge to provide prompt and accurate responses.
This talk will explore how we use AI for skill-based routing of customer inquiries at Mercari and its business impact.