About 8 years back, I was leading an engineering team which was the escalation path for customer support. We were sitting on a large corpus of support tickets but didn't have any insights. I was amazed when word2vec came out and blew my mind. So I built a language model that trained on support ticket data. I modeled system logs attached to support tickets as an NLP model to predict what was going to fail next and for which customer.
Never made it to prod but was a great tool for me to see where I want to budget my team's time.
This is way before all the LLM and Generator models, but it was such a fun project.
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