Backend Development / Data Analysis
by Zach McDonnell · Published January 20, 2017 · Last modified July 13, 2018
In my previous post, I laid out the design for the ticket topic prediction model used at Qualtrics. This system sorts incoming support emails into different topics which are then used to route emails...
Backend Development / Data Analysis / Tools
by Zach McDonnell · Published November 25, 2016 · Last modified July 13, 2018
Although I am currently a software engineer, I started at Qualtrics helping clients as a support representative. After a year of answering hundreds of phone calls and writing thousands of emails, I noticed...