This article first appeared in BTS Issue 3.

By Rahul Bhattacharjee, Sophomore (Class of 2021)
Information Systems Technology and Design

Internship at Singapore Airlines (SIA) in Singapore

At Singapore Airlines (SIA), I worked on projects involving text and voice analytics in the IT Application Services (Customer Service) Department.

Customer Service plays a major role in the airline. To improve customer experience and increase efficiency, SIA is exploring various uses for artificial intelligence (AI), machine learning and data analytics.

The first project I worked on involved automating voice to text transcription, for further analysis of the extracted text data through Natural Language Processing (NLP). After which, I trained and optimised machine learning algorithms for unsupervised grouping of the text data into various categories. These projects were accomplished using algorithms from Python libraries and Automatic Speech Recognition Cloud Services. I built on the Python fundamentals that I gained from The Digital World, a subject learned in Term 3, to conduct these analyses.

With my mentor Xiao Zhibo, Assistant Manager from SIA IT Data Science team

My subsequent projects involved in-depth text analytics and text classification, which required customised data processing for several text datasets, as well as Deep Learning models. While working on these projects, I learnt and recognised the importance of domain knowledge in data science, as it provided the constraints that simplified complex problems. My colleagues in the SIA IT Application Services Customer Service Department and the IT Data Science team guided me in the technical aspects and provided insightful industry knowledge.

Sharing the findings and predictive modelling results from the data I analysed with the team

The friendly and welcoming culture and learning environment is something I will cherish. I learnt both technical knowledge and presentation skills during my summer internship, and I am fortunate to have gained exposure to different technologies and industry experience in my field of interest.

Getting to experience the mooncake festival with my mentor and manager is truly something different 

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