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Case Studies

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Call Transcript Analysis

Developed a pipeline to analyze customer service call transcripts using LLMs for automated summarization, sentiment analysis, and issue classification. Enabled faster insight generation and quality monitoring by extracting key themes, and customer intent from thousands of conversations.

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Call Centre Simulation

Simulated end-to-end call centre operations using discrete event modelling to optimise staffing, queue logic, and service levels. The model incorporated realistic arrival patterns and agent handling times to test performance under varying demand.

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Route Optimisation

Designed and implemented an optimisation system for municipal waste collection routes, reducing operational costs and improving service reliability. The model accounts for geospatial constraints, traffic patterns, and bin pickup schedules to generate efficient daily routing plans.

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A hand touching a floating interface panel labelled RPA, linked to icons for automation and cloud services

Robotic Process Automation

Developed and deployed an RPA solution that automated manual reporting processes, halving the workload and doubling delivery speed while eliminating data errors. The project improved efficiency, reduced costs, and created a platform for scaling automation across the organisation.

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