Structured evaluation of 30 support bot conversations measuring containment, escalation rate, intent accuracy, and CSAT correlation, LLM-assisted qualitative coding, edge cases, and recommendations.

Personal portfolio showcasing my work in Product Operations, CX Analytics, and GenAI automation — focused on systems thinking, measurable impact, and real-world scale.

Notes for introductory course in ML, part of the first Zahoree Sessions online event, 2021.

In this project, we delve into the realm of Customer Experience (CX) analytics, focusing specifically on the inbound calling team of a company named ABC, operating in the insurance sector.