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AI/ML
AlphaCX NLP System
NLP Engineer
Node.jsNLPAdonisJS
About the Project
AlphaCX is a customer support platform where I built the NLP system responsible for automatically classifying incoming support tickets and analyzing customer sentiment. The system routes tickets to the right team based on content analysis and flags urgent negative-sentiment cases for priority handling.
Key Highlights
- Built text classification pipeline for automatic ticket categorization
- Implemented sentiment analysis to detect customer frustration and urgency
- Designed priority scoring system that combines classification and sentiment for smart routing
- Integrated with the existing AdonisJS backend for seamless ticket processing
- Reduced average ticket response time by improving routing accuracy
Technical Challenges
Customer support language is highly informal — abbreviations, typos, mixed languages, and emotional writing. Building a classifier that handled this noisy input reliably required extensive text preprocessing and training on domain-specific data rather than relying on general-purpose NLP models.