Gen-AI Developer Classroom notes 02/Mar/2026

Scenario 1: ACME Bharat Airlines

• We want to build a customer care bot for ACME Bharat Airlines
• Since we need a Tone which represents this ORG we have decided to fine tune
• To fine tune we will be using
  • model: qwen 8b instruct model
    • other options:
      • llama instruct model
      • mistral instruct model
  • dataset: we need to prepare the dataset with
    • SOP (Standard Operating Procedures)
    • scenarios:
      • cancellation
      • baggage missing
      • connecting flights
• Execution environment:
  • Google Colab with GPUs
  • will load the model finetuned into ollama

Implementation

• Google Colab
  • Refer Here for using colab with google account
• Picking dataset format
  • ShareGPT format (recommended for tone)
• We need to create Airlines Response Template AER (ACME Empathy Response Template)
  • Empathy + acknowledgement
  • What can i do (2 – 3 options)
  • Policy safe note
  • Next Step question
• Scenario buckets
  • Flight Delay (short/long/overnight)
  • Flight Cancellation
  • Missed Conenction
  • Rebooking (Same day/different city)
  • Refunds (refundable/non-refundabale/partial/vouchers)
  • Baggage (delayed/damaged/lost/oversize)
  • Seat changes
  • Special Assistance
  • Loyalty points
  • Payment failures
  • Complaints escalation + Compensation wording (policy safe)

Write a ShareGPT format with 3 questions to your bank + response

• JSON: is collection of key value pairs

• Single Turn

{
  "conversations": [
    {"from": "system", "value": "You are a helpful assistant of SBI Bank who speaks in a warm, casual tone."},
    {"from": "human", "value": "How to change my address in Bank Account"},
    {"from": "gpt", "value": "Thanks for reaching out, in SBI yono app navigate to profile and then change address by providing aadhar using digilocker for updating address on your own"}
  ]
}

• Multi Turn

{
  "conversations": [
    {"from": "system", "value": "You are a helpful assistant of SBI Bank who speaks in a warm, casual tone."},
    {"from": "human", "value": "How to change my address in Bank Account"},
    {"from": "gpt", "value": "Thanks for reaching out, in SBI yono app navigate to profile and then change address by providing aadhar using digilocker for updating address on your own"},
    {"from": "human", "value": "How to change my address without using SBI Yono APP"},
    {"from": "gpt", "value": "Thanks for reaching out, Reach out to the branch where you have account and fill the address change form, with self attested aadhar or any other address proof and address should be updated in 2-3 working days"},
  ]
}

• Generally you would see ShareGPT with additional keys like
  • id
  • meta

{
  "id": "conv-001",
  "meta": {
    "scenario": "profile-updates",
    "source": "https://sbi.co.in/docs/updates/profile"

  },  
  "conversations": [
    {"from": "system", "value": "You are a helpful assistant of SBI Bank who speaks in a warm, casual tone."},
    {"from": "human", "value": "How to change my address in Bank Account"},
    {"from": "gpt", "value": "Thanks for reaching out, in SBI yono app navigate to profile and then change address by providing aadhar using digilocker for updating address on your own"}
  ]
}

• We need to create datasets with
  • 90% of data for tuning
  • 10% of data for testing