New payroll system rollout led to over 8,000 employee inquiries about pay errors

Manual categorization and resolution of inquiries was time-consuming and inefficient

Applied Machine Learning text classification to automatically categorize inquiry tickets using Vertex AI from Google Cloud Platform

Identified key categories of payroll errors based on inquiry text with overall precision of 84%

The categorization helped identify issues by category for mass resolution of similar issues

Provided data-driven insights into systemic payroll issues to address at source