Titulo Estágio
Historical Contact Center Reporting and AI-Driven Insights
Áreas de especialidade
Engenharia de Software
Local do Estágio
Coimbra
Enquadramento
This internship focuses on designing and implementing an AI-enhanced historical analytics system for contact centers. The goal is to leverage Large Language Models (LLMs) to generate dynamic, role-specific reports and visual summaries based on past interaction data. These insights will help various business units better understand performance trends, customer behavior and operational patterns.
Objetivo
- Develop AI-powered report generation based on historical contact center data
- Integrate and process historical data from multiple sources
- Use LLMs to create summaries, highlight trends and recommend visual formats
- Build report tailored to personas such as WFM, Supervisors and Executives
- Optimize ETL pipelines for historical data summarization
- Deliver complete documentation and a demo presentation of the solution
Plano de Trabalhos - Semestre 1
- Company onboarding and dev environment setup
- Study historical KPIs and data models used in contact center reporting
- Research LLM capabilities for data summarization and report generation
- Set up backend access to historical data sources
- Clean and structure datasets for compatibility with LLM input
- Define schemas for historical reporting and interaction with LLM services
Plano de Trabalhos - Semestre 2
- Identify reporting needs of key personas: WFM, Supervisors and Executives
- Create and test prompts for trend detection, anomaly flagging and recommendations
- Generate draft report metadata from LLM responses based on structured input
- Create at least two historical report views (e.g. agent performance, call volume)
- Refine prompts and UI to generate personalized reports for different roles
- Prototype optional predictive components (e.g., volume forecasts)
- Final presentation and documentation
Condições
- Monthly stipend of €900, based on a full-time commitment (40 hours per week)
- Hybrid work model: interns are expected to work from the company office 2–3 days per week
- PC or Mac for the duration of the internship
- Integration into a Product Area team, working closely with engineers and stakeholders
- A mentor will be assigned to support the intern’s development and success
Observações
What We Are Looking For:
- Self-motivated individuals with a strong desire to learn and a collaborative mindset
- Final-year Master’s students in Computer Science, Artificial Intelligence, Engineering or related fields
- A solid understanding of software architecture fundamentals
- Demonstrated experience with at least one relevant programming language or technology (e.g., Python, Java, .NET or C/C++)
- A genuine interest in software design and development
- Strong interest in AI, data visualization and analytics
Orientador
Tiago Lopes Leitão
tleitao@intermedia.com 📩