Nikos Galanos

About Nikos Galanos

I\'m a data scientist passionate about using AI to bridge the gap between companies and their customers. My current focus is on building and deploying production-level, data-driven Generative AI solutions that translate complex unstructured data into clear, strategic business actions.At Comcast, I\'m working at the forefront of AI application in the CX space, where I\'ve pioneered EBI\'s first production GenAI pipeline to classify the intent of millions of customer interactions with high accuracy. I designed and built pipelines, from LLM-driven insight reports for C-level leaders to Retrieval Augmented Generation (RAG) systems, that help the business understand the \"why\" behind the data and the pain points our customers are facing daily. In addition to the GenAI work and the traditional analytics, my role often comes to designing rigorous experiments, ensuring that new CX initiatives are not just innovative but also measurably effective.My approach to data science and analytics goes beyond technical execution. With a strategic mindset shaped by a background in consulting and a deep quantitative foundation from MIT Sloan, I focus on a critical question: how will this AI solution drive tangible business outcomes? This allows me to own initiatives from end-to-end—from defining an ambiguous business problem into a technical roadmap, to deploying the solution and clearly communicating its impact to any stakeholderI\'m always interested in connecting with others who are passionate about the future of AI in customer experience, product analytics, and building intelligent solutions.Core Competencies:AI & Machine Learning: Generative AI, LLMs, RAG Systems, NLP, Prompt Engineering, Predictive ModelingProduct & Analytics: A/B Testing, Controlled Experimentation, Product Analytics, Customer Experience (CX), Customer Intelligence, BI & ReportingTechnical Stack: Python (LangChain, PySpark, scikit-learn, pandas), SQL, R, Databricks, OpenAI API, Salesforce

Experience

1. Data Scientist Ii, Customer Experience, Enterprise Analytics and Data Science

   Comcast

   Nov 2023 — Present · Philadelphia, PA, US

   As a Data Scientist on the Customer Experience team, my role focuses on leveraging Generative AI to derive strategic insights from customer interactions. I build end-to-end AI solutions and drive CX improvements through rigorous experimentation- Pioneered org’s (EBI) first GenAI production-level classification pipeline, leveraging LLMs to summarize, classify, and label with ~95% accuracy customer support calls across more than 200 intents, enabling near real-time insights for operations and leadership. Led design, prompt engineering, taxonomy and production rollout - recipient of 2025 EBI Excellence Award- Engineered an LLM-driven insight extraction pipeline to surface key KPIs including churn reasons, pitched offers, upsell success, grievance and overall customer satisfaction from millions of customer support interactions; designed and deployed ‘Voice of the Customer’ weekly report distributed weekly to C-level executives and CX leaders to inform strategic decisions- Built an LLM-powered agentic Retrieval Augmented Generation (RAG) system to extract qualitative insights from customer support transcripts, combining OpenAI models, semantic vector search (HyDE-enhanced), and a multi-step reasoning loop with tool calling (retrieval, reranking, summarization, reflection) to enable dynamic, context aware answers; delivered via self-serve Streamlit interface- Led a controlled experimentation program to assess the impact of a new Customer Support tool on credit spend and churn, designing sampling methodology, test execution, and performing statistical analysis to quantify business impact- Contributed on the development of an optimized customer crediting strategy, and supported the development of a test plan

Education

• Athens University of Economics and Business

  Bachelor's degree, Management Science and Technology

• Massachusetts Institute of Technology

  Master's degree, Business Analytics

• 1st High School Zografou, Athens

  High School

• Stockholm University

  Bachelor's degree, Stockholm Business School - Business Administration and Management