Ml Driven Customer Assistant-Task Pilot

Abstract

TaskPilot is an intelligent workflow automation platform developed to optimize customer support operations in Business Process Outsourcing (BPO) environments. The system integrates Speech-to-Text conversion, Natural Language Processing (NLP), sentiment analysis, and AI-based response generation to manage customer interactions through both voice and text interfaces. It utilizes a centralized MongoDB database for efficient data retrieval and employs a fine-tuned Gemini model to interpret user intent accurately. Routine queries are handled automatically, while complex or emotionally sensitive cases are escalated to human agents.In addition to automated query handling, TaskPilot offers a unified dashboard for agents, automated follow-up scheduling, a dynamic knowledge base, and a 24/7 self-service portal for customers. The platform also generates analytical insights based on customer interactions, sentiment trends, and agent performance. By combining AI automation with human intervention, TaskPilot enhances efficiency, reduces operational costs, and ensures consistent and scalable customer service delivery in modern BPO systems.