Freshworks has a Conversation AI interface that receives numerous customers’ queries every day. Training of the NLP model for Conversational AI requires the intent for the queries to be identified and mapped to specific FAQs. In addition, Named Entities needed to be specifically identified by the NLP Model. The need was to speed up NLP Models and achieve scalability.

Intellekt was able to train and validate their machine learning algorithms for all of their customer queries. The process is now happening at a rapid rate with data services such as intent identification, intent mapping, transcription, relevancy and ranking of the tickets and speaker diarization.

The accuracy delivered to train the NLP Models was beyond customer’s expectation and in turn improving the efficiency of their Conversational AI platform. With a team of 13 associates, we have solved more than 1.4 million algorithm queries with an accuracy of 99.7%.