Jun 2026 — Present
AI / ML Engineer
BestPeers
- Automated first-line IT and access support for a global enterprise client across several business applications: an AI agent triages each ticket, resolves what it can and escalates the rest to a human agent.
- Built hybrid search over Milvus with embeddings to match each ticket to the right resolution template, falling back to a prompted Azure OpenAI response when nothing similar exists.
- Designed a three-tier fallback (template, then LLM, then human agent) in Python services, so every ticket has a path to resolution.