Rule-Based Intent Classifier for a Customer-Support Triage Bot
Overview
What this challenge is about.
Build a rule-based classifier for a B2B accounting support bot. Evaluate it on 4,800 tickets and deliver a report for a verifiable certificate.
The scenario
The Dublin accounting SaaS (around USD 38M ARR, support team of 18) is at the inflection point where triage cost is real and ML investment isn't justified yet — rules-first is the right starting move.
The Brief
What you'll do, and what you'll demonstrate.
Build a rule-based intent classifier for support triage that auto-routes 75 percent of tickets with under 5 percent misroute rate.
Earning criteria — what you'll demonstrate
- Design a rule-based classifier with hierarchical precision/coverage trade-offs
- Set confidence thresholds for hybrid AI + human-in-the-loop systems
- Evaluate classifier performance with per-category metrics
- Recommend when to escalate from rules to ML defensibly
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Introduction to Artificial Intelligence (CS Elective)
Bachelor · General Studies
Strong alignment
This challenge maps to Introduction to Artificial Intelligence (CS Elective) at the Bachelor level. It sharpens the same practical skills your coursework expects — but in a real industry context with actual constraints and deliverables.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
- Knowledge Representation
Apply knowledge representation to solve real industry problems and demonstrate production-level capability.
- Rule Based Systems
Apply rule based systems to solve real industry problems and demonstrate production-level capability.
- Python Programming
Apply python programming to solve real industry problems and demonstrate production-level capability.
- Algorithm Evaluation
Apply algorithm evaluation to solve real industry problems and demonstrate production-level capability.
- Intelligent Agents
Apply intelligent agents to solve real industry problems and demonstrate production-level capability.
- Basic Learning
Apply basic learning to solve real industry problems and demonstrate production-level capability.
Careers
Career paths this challenge builds toward
Completing this challenge demonstrates skills that transfer directly to these roles:
Product Manager
PMs on support-tooling products need this rules-first lens to scope automation that ships in 2 weeks, not 2 quarters.
This challenge sharpens
- rule-based-systems
- algorithm-evaluation
- knowledge-representation