To stay competitive as technology evolves and user interactions become more direct, it is essential to find data-driven ways to continuously improve customers’ experiences. In this talk, we’ll showcase an example of how we helped a company in the hospitality industry employ machine learning models to generate real-time predictions for how long their customers would have to wait for an order. We’ll highlight the components of the solution, which utilizes gradient boosting quantile regression, as well as key data inputs, feature engineering and selection techniques, and model monitoring considerations.