In my work at SmartAction, a company developing custom AI call center applications, I served as the lead Technical Project Manager for Electrolux, one of our largest customers and a global manufacturer of home appliances.

After conducting exploratory data analysis, I found that in one portion of the application — the capture rate of Canadian customers’ home addresses — was notably low. I ideated a solution that leveraged the specific format of Canadian postal codes, and not only improved KPIs, but changed the way our applications interpreted spoken information.