RituGujela100/gemma-qlora-customer-support

license: mit

Gemma 2B IT - Customer Support Fine-tuned Model (QLoRA)

This model is a fine-tuned version of `google/gemma-1.1-2b-it` using QLoRA on a custom instruction-tuning dataset designed for automating customer support tasks, including:

• —✉️ Complaint summarization
• —💬 Sentiment analysis
• —🧠 Topic modeling
• —📉 Churn prediction
• —🧾 Auto response drafting

🛠 Fine-tuning Details

• —Technique: QLoRA (4-bit quantization using bitsandbytes)
• —Dataset: 14k+ records combining Amazon review and Q&A data
• —Data format: ChatML-style JSONL with messages: [{role: ..., content: ...}]
• —Training platform: Google Colab (A100 GPU)
• —Libraries: Hugging Face transformers, peft, datasets

💡 Use Cases

This model is best suited for:

• —Automating customer support replies using auto-response drafting
• —Summarizing customer complaints to understand the needs better
• —Classifying topics and customer sentiments
• —Predicting churn based on interaction tone and topics