Enhancing Telekom’s Customer Service with AI

As part of this pilot project, an analysis of user emails was carried out in cooperation with Telekom company to enhance the quality of customer support and user satisfaction. After anonymization, the emails were processed using the topic modeling method, leveraging state-of-the-art language models for the Serbian language. The developed system enables fast and automatic assignment of topics to emails, ensuring an easy and efficient response from customer service.

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