Chetan Suthar

Results-driven AI Testing & Data Analyst with 3+ years of experience in chatbot testing, UAT validation, customer support analytics, and AI response evaluation. Experienced in testing AI/LLM-based customer care bots across web and WhatsApp platforms to improve customer experience and automation accuracy. Skilled in Power BI, data analysis, prompt evaluation, defect tracking, and support portal analytics.

Strong ability to identify conversational gaps, validate AI responses, analyze customer behavior, and provide actionable insights for process improvement.

AI Testing & Data Analyst - Joules to Watts Business Solutions Pvt. Ltd. - Lenovo

(2025-05)

• Perform UAT (User Acceptance Testing) for AI-powered customer support bots on web and messaging platforms.
• Test chatbot conversation flows, AI responses, and automation accuracy for customer support scenarios.
• Validate AI-generated responses against business requirements, TSS documents, and customer expectations.
• Analyze chatbot performance data and customer interaction trends using Power BI and internal analytics tools.
• Identify conversational gaps, incorrect AI responses, and escalation failures, then report issues to development teams.
• Conduct regression testing after bot updates and feature deployments.
• Perform prompt evaluation and response quality testing for LLM-based support systems.
• Work closely with operations, QA, and business teams to improve AI customer experience.
• Create dashboards and reports to track chatbot performance, customer behavior, and support metrics.
• Monitor live customer issues and analyze root causes for poor survey feedback or escalation requests.
• Test multilingual customer support scenarios and validate automated reply content.
• Use tools such as Power BI, CoData, Ola System, and internal testing platforms for analysis and reporting.
• Support continuous improvement initiatives by providing actionable insights from customer interaction data.

Digital Support Operations Analyst - Concentrix Services India Pvt. Ltd. - Lenovo

(2023-03 - 2025-05)

• Managed Lenovo digital support channels including chatbot, email support, support websites, and e-ticket systems.
• Conducted data analysis to identify trends, inefficiencies, and improvement opportunities.
• Developed daily, weekly, and monthly KPI reports and dashboards for operational tracking.
• Optimized chatbot workflows using data-driven insights to improve resolution efficiency and reduce transfers.
• Supported stakeholder reporting, escalations, and cross-functional process improvement initiatives.

BA - Nehru Sharda Pith - P.G College Bikaner (2017)

10+2 - Basic English Senior Secondary School