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Md Rifat Ullah
Mid-level AI/ML Engineer specializing in NLP, GenAI, and conversational AI
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About
Built and deployed a production bilingual (Bengali/English) AI virtual assistant that replaced IVR for telecom customer service at massive scale (~15M users), integrating ASR/TTS, Rasa dialogue management, and custom NLP. Overcame low-resource Bengali data and noisy call-center audio with synthetic data augmentation and transformer fine-tuning, achieving significant production gains including ~50% reduction in support calls.
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Key Strengths
- Built and deployed bilingual AI virtual assistant replacing IVR at telecom scale (~15M users)
- Delivered measurable business impact (reduced customer support calls by ~50%)
- Handled low-resource language constraints (Bengali) with synthetic data, paraphrasing, and domain fine-tuning
- Improved robustness to noisy call-center audio via noise-injected augmentation and domain adaptation
- Designed production evaluation approach using unit tests, stress scenarios, real user data, and monitoring
- Pragmatic model selection balancing accuracy vs efficiency; uses retrieval (vector/hybrid) and iterative prompting
- Effective collaboration with operations/call-center stakeholders to translate pain points into intents and responses
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Experience
Education
Languages
Publications
3 publications
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