03 / 11 · SURVEYS
Survey classifier
A Spanish BERT model, fine-tuned to classify customer surveys and to know when to trust itself.
The problem
A steady stream of free-text surveys, three imbalanced classes, and a team reading them by hand.
What I did
I fine-tuned BETO, ensembled it with a TF-IDF model, and added confidence-based routing: clear cases resolve on their own, doubtful ones go to a person.
What changed
Most surveys now resolve without anyone reading them, and people only see the cases where their judgement matters.