Flipkart || Manager, CX Design || GenAI & Automation
Own the post-order support chatbot end to end: design, UAT and QA, and production calibration of its confidence scoring and retrieval-similarity thresholds.
Authored the response-generation prompt system for the internal agent-assist tool. Drove cross-functional delivery with engineering, data science and product from build through launch UAT.
Swiggy || Assistant Manager, Process Automation || CX
Designed an in-house AI engine that scores contact-center conversations for quality, replacing a third-party vendor. Retrieval-grounded auditor over versioned SOPs, structured-JSON output, multi-causal root-cause classification. Around ₹5 Cr projected savings.
Policy-as-code refund, approval and payout logic in Python, adopted by order management, customer care and escalations across business lines.
Built an in-house contact-center application and the middleware connecting it to the ticketing stack. Email automation on RPA principles cut email-handling cost around 50%.
A rule-driven, step-by-step guidance tool used by 8,000+ agents. CSAT +12%, AHT down 40s. Recognised as a company Top-10 project in 2022.