ChimeMediumNLP00:00Welcome to your interview for the Machine Learning Engineer role at Chime.
The question is on your right: Route Support Tickets with NLP. Take a moment with it first.
Talk your thinking through with me if you like - when you're confident, submit your answer and I'll grade it like a real screen. You have three graded attempts to score 7/10 or better.
You are building an NLP system to route incoming support tickets to the right queue in a consumer fintech support organization. Tickets arrive from chat, email, and in-app forms, and they often contain short descriptions, account terminology, transaction references, and informal language. Historical tickets already have routing labels such as card disputes, direct deposit, account access, fraud review, and transfer issues, but the data is noisy because some tickets were reassigned after intake. You want a practical solution that can classify new tickets accurately enough to reduce manual triage while still allowing uncertain cases to fall back to human review.
How would you build a model to route support tickets using NLP?