Hi Zain! To start off, what led you to decide on taking the AI course? Can you tell us a bit more about the course you attended?
Keeping up with new tech is tough - things move fast, and there’s always a flood of new tools, platforms, and ideas popping up. It’s easy for developers to get swept up in the latest trends, spending time on flashy new skills that don’t always add real value to the work or the company.
When executive management raised the idea of adopting AI applications, many questions immediately came to mind, many of which I couldn’t answer. I spent hours researching and gathering useful information and insights from various online sources. That deep dive made it clear that I needed to level up my understanding of AI if I wanted to contribute in a meaningful way.
My search led me to a five-day course titled Custom Generative AI Systems for the Enterprise, conducted by the National University of Singapore’s Institute of Systems Science. Delivered in a classroom setting by experienced AI practitioners, the course was part of Singapore’s SkillsFuture initiative to upskill the workforce.
What was the most valuable takeaway from the course that you think will stick with you long-term?
Around the same time, I began exploring Retrieval-Augmented Generation (RAG) in AI and Microsoft Copilot 365. I successfully deployed a RAG application and configured Microsoft Copilot 365 for a proof of concept, helping stakeholders better understand the technology and explore its potential use cases. Despite some initial challenges with unfamiliar technical concepts, the course helped bridge those gaps and offered a broader perspective on AI implementation, particularly in areas such as cybersecurity, infrastructure, cost, and overall business impact.
What excites you most about AI’s potential in our work at Blue Wireless?
One of the most promising use cases for RAG is in technical support. At our Global Support Centre (GSC), which handles hundreds of support tickets daily, a RAG-powered solution can significantly reduce workload by intelligently interpreting ticket content and generating context-aware responses that resolve issues efficiently, potentially without human intervention.
The project is currently in its early stages, with efforts focused on developing an ingestion pipeline for device alert notifications. These alerts are stored and processed to filter out false positives and generate high-level alerts, which are then forwarded to GSC agents. Historical support activity data will serve as the foundational knowledge base for building the RAG application, enabling it to understand and respond to future support queries more effectively
Last but not least, what advice would you give to colleagues who are curious about upskilling in AI?
Looking ahead, bringing AI into our support operations is a big step toward smarter and more scalable solutions. By combining what we already know with the latest tech, we’re setting the stage for a support system that’s faster, more responsive, and easier to manage. It’s all about helping our teams work more efficiently and giving customers a better experience overall.
If you’re passionate about tech and want to be at the forefront of innovation, join us at Blue Wireless and be part of a team that’s shaping the future!
