Titulo Estágio
AI-Powered Customer Insights
Áreas de especialidade
Engenharia de Software
Local do Estágio
Coimbra
Enquadramento
Intermedia has rich conversational data from UC/CC interactions, representing a valuable source of customer insights. This internship aims to design and prototype a system that analyzes historical customer conversations—such as call transcripts and chat logs—using AI techniques. The goal is to uncover patterns and trends that provide actionable insights for Customer Experience (CX), Product, and Support teams, enabling smarter decision-making and proactive service improvements.
Objetivo
- Develop AI methods for extracting common issues and themes from customer interactions
- Analyze sentiment and mood patterns over time at both interaction and aggregate levels
- Identify root causes of dissatisfaction and recurring product/process failures
- Implement data pipelines for ingesting and preprocessing raw conversation data
- Design and prototype insight dashboards or reports for internal stakeholders
- Enable future CX and AI features by building a foundational insights infrastructure
Plano de Trabalhos - Semestre 1
- Familiarize with available conversational datasets (e.g., transcripts, metadata)
- Evaluate techniques for topic extraction (clustering, keyword extraction, zero-shot classification)
- Prototype sentiment and mood detection using pre-trained models (e.g., DistilBERT, TextBlob)
- Develop basic ETL pipelines to process transcript data and extract relevant metadata
- Begin initial analysis and visualization of high-level insights
Plano de Trabalhos - Semestre 2
- Refine and scale topic clustering and categorization models
- Expand sentiment/mood analysis to time trends and escalation patterns
- Design interactive dashboards highlighting hotspots and recurring problems
- Collaborate with CX/Product teams to validate insights and define actionability
- Deliver final system prototype, documentation, and presentation
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 and data processing fundamentals
- Experience or interest in NLP, data analytics,or conversational AI
- Familiarity with Python-based tools like HuggingFace Transformers, Pandas, or Streamlit is a plus
Orientador
Luís Novais
lnovais@intermedia.com 📩