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Md Rifat Ullah
Mid-level AI/ML Engineer specializing in NLP, GenAI, and conversational AI
Indianapolis, INResearch Assistant4 years experienceMid-LevelArtificial IntelligenceTelecommunicationsHealthcare
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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.
Experience
Research AssistantIndiana University Indianapolis
Software EngineerGenuity Systems Ltd.
Research AssistantEast West University
Education
Indiana University Indianapolismaster, Computer Science (2025)
East West Universitybachelor, Computer Science and Engineering (2017)
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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