I’m a data scientist with an interest in technology, machine-learning, and startup activities living in Dublin. My blog posts here will be focussed on analytics topics, my current work, data science, and my experiences as a startup founder. I primarily work with R and Python in my data activities and I’m an active Kaggle contributor using these languages.
I hold a Ph.D. in Engineering from the National University of Ireland, and have a background in Computer Engineering. My start in business orientated data science began while helping to build an Analytics practice at Deloitte Ireland, where I applied machine learning and data visualisation techniques to large-scale financial and customer data sets for top-tier clients across Ireland.
I’m currently co-founder and CEO of EdgeTier.
EdgeTier add intelligence to customer contact centres. EdgeTier technology ensures the highest possible customer satisfaction at the lowest possible costs. The EdgeTier products guide customer service agents to provide quality care through agent assistance and help administrators to run the centre efficiently through intelligent alerting and rich reporting. EdgeTier work with a number of enterprise travel clients where they have doubled agent efficiency, increased customer satisfaction and brought new levels of insight and customer understanding.
In essence we have two impacts in customer service teams:
- We use AI beside customer service agents to help them create high quality and highly individualised chat and email responses to customers as quickly as possible.
- We help administrators of contact centres to ensure the operation is running as efficiently as possible, help to monitor activities, and provide intelligent alerting for anomalies.
Our systems at EdgeTier are extensively powered by Python, Postgresql, and Amazon hosting services. We build and maintain large, scalable services that process millions of customer service interactions daily using libraries such as Flask, SqlAlchemy, Socket-IO, Redis, Pandas, PyTorch, and others, upon which many of the posts on this website are based.
Prior to our current work at EdgeTier, we released KillBiller, a mobile a mobile phone plan comparison service in Ireland and the UK that allows people to use their own call, text, and data usage information to find the best value mobile tariff for their individual needs.
In EdgeTier and KillBiller, I’m finding my way as a tech-startup founder, creating a profitable business, and stretching my tech muscles on a complex and scaleable python backend on the Amazon cloud.