Jan Eppelsheimer

Ai Engineer @NetCologne

Cologne, DE

Designed and implemented an AI-based automatic ticket routing system for customer portal inquiries, replacing a fully manual assignment process. – Significantly reduced manual workload and assignment delays (from hours or days to near real-time). – Improved routing accuracy, reducing downstream reassignments. – Increased customer satisfaction through faster ticket handling, especially during major incidents with several thousand incoming tickets.• Built an automated call documentation system for the call center using speech-to-text and LLM-based summarization. – Substantially reduced manual documentation time per call, enabling agents to take the next call faster. – Improved continuity in customer interactions by providing instant, structured call histories across agents. – Reduced repetitive explanations by customers, leading to faster issue resolution and higher perceived service quality.• Developed end-to-end AI services using open-source LLMs and STT models, covering ingestion, orchestration, model inference, and integration into existing enterprise systems.• Collaborated closely with DevOps to deploy AI solutions into a CI/CD-driven production environment (containerization, automated testing, logging, monitoring, and zero-downtime rollouts).• Ensured realistic expectation management by demystifying AI capabilities and limitations for internal stakeholders and during sales discussions.

Kings Boston

Language School, English

Ludwigshafen University of Business and Society

International Business Administration & IT (B.Sc.), 2.0

Elisabeth-Langgässer Gymnasium

General Higher Education Entrance Qualification, 2.2

Tongji University

E-Business, Business Intelligence & Knowledge Management

Wirtschafts- und Sozialwissenschaftliche Fakultät der Universität zu Köln

Information Systems (M.Sc.), 1.6

National Chengchi University

Causal Inference & Data Science, Web Information Retrieval, Economics of AI