Paulo Cardoso is a Lead Machine Learning Engineer at Sword Health, where he and his team build production-grade agentic systems for member support related to Sword's AI Care Platform. He is responsible for the conversational agents that help members receive the right support across multiple channels, at scale and with speed.
Resolving a member’s issue involves everything from front-end conversations to backend systems, drawing on teams, knowledge, and processes across the entire organization. With a background in Industrial Engineering and Management, Paulo has always been drawn to the messy, human side of complex systems. This perspective shapes how he approaches his work: building great AI requires not only getting the technology right, but also ensuring the processes and people behind it are aligned.
Education
Paulo holds an MSc in Industrial Engineering and Management from the Faculty of Engineering of the University of Porto. His thesis explored how simulation and machine learning can be combined to support strategic decision-making, rooted in an interest in using science and technology in practical, applied ways.
Experience
Before joining Sword Health, Paulo worked at Sonae Universo, as Area Coordinator of the Research and Engineering team. He spent six years working as a Data Scientist, focused primarily on customer segmentation. Prior to that, he worked as a Data Scientist in Operations Strategy at Farfetch. Currently, he leads the AI agent behind member support at Sword.
