The mission was one line. Once I looked inside, classifier accuracy was actually the smallest problem — four channels (app, call, survey, social) were piling up in different places, junk like "hhhhhh" was flowing through to the classifier, and the CS team was reclassifying thousands of items every week by hand, paying for the missing system with people.

The job was not to build one good classifier. It was to stand up the full loop — ingest, clean, classify, act — from zero. That was where the project actually started.