I am a 3rd year Software Engineering student at the University of Victoria. I joined SEGAL Labs as an undergraduate research assistant in May 2017 as part of the UVic Co-op Program.
While partnered closely with IBM Canada, my contributions to our research includes investigating the use of customer support data to model/predict the behaviour of their customers during ongoing support issues. Using Data Mining and Machine Learning techniques on three different internal IBM data sources, we are developing a model to predict customer-initiated escalations. My main focus is set on developing techniques to enable and improve our Machine Learning process.
We are in the process of converting our work into a usable form within IBM’s ecosystem; enabling complete automation and application of our research to a live system.