by Denis Konsekov
At Agoda, we handle approximately 50,000 emails from suppliers and customers daily, and this number is continuously increasing. Efficiently classifying response emails from suppliers, hotels, or customers is crucial for businesses focused on streamlining their operations and enhancing customer satisfaction. Utilizing AI, particularly GPT models, has transformed how we classify these emails into specific classes. However, the challenge often lies in preparing an adequate & complete dataset for fine-tuning these models to achieve high accuracy.
To address this, the Customer Experience Group (CEG) Automation team at Agoda developed an innovative approach to mitigate the time-consuming dataset creation process for GPT model fine-tuning. By introducing cosine similarity, we can calculate the minimum dataset size required across various classes, thus expediting the dataset preparation phase. This blog post will detail the methodology applied,…