Building an Intent Classification Model for Customer Support in Ghana Using NLP

Local Chapter Accra, Ghana Chapter

Coordinated by Ghana ,

Status: Completed

Project Duration: 29 Jul 2023 - 16 Aug 2023

Open Source resources available from this project

Project background.

In Ghana, businesses and organizations often struggle with effectively handling customer support inquiries due to the high volume and diverse nature of the messages received. Support teams face challenges in promptly identifying the intent behind each inquiry, leading to delays and customer dissatisfaction.

The lack of an efficient intent classification system hinders businesses’ ability to provide timely and personalized customer support. Manual processing of customer inquiries is time-consuming and prone to errors, resulting in longer response times, misrouted tickets, and frustrated customers

By developing an intent classification model specifically designed for customer support in Ghana, we aim to revolutionize the way businesses handle customer inquiries. The automated classification system will accurately categorize intents such as product queries, technical issues, and account-related concerns, enabling faster ticket routing and response times. This will lead to improved customer satisfaction, increased operational efficiency, and enhanced brand reputation for businesses in Ghana.

Project plan.

  • Week 1

    Project Setup and Data Collection

  • Week 2

    Data preparation and Annotation

  • Week 3

    Model Development and training

  • Week 4

    Model Optimization and Validation

  • Week 5


  • Week 6

    Model Deployment

Learning outcomes.

NLP techniques , Text processing , model training and evaluation, feature engineering , Pytorch

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