Karan Singh

AI Engineer with 2 years of hands-on experience building LLM-powered applications, including RAG pipelines and AI agents, using Python and modern frameworks. Proven ability to design end-to-end automation solutions that improve customer support workflows and reduce manual effort. Brings 9+ years of domain expertise in customer operations at Paytm, enabling practical, user-focused AI implementations. Strong focus on problem-solving, rapid experimentation, and real-world impact.

Paytm Payments Services Pvt. Ltd.

Senior Associate – Operations & AI Automation

Dec 2020 – Jan 2026

AI Automation & LLM Development (2025 – 2026)

• Designed and optimized prompts across multiple gaming categories (Poker, Rummy, Callbreak, Fantasy Cricket, Ludo), improving response consistency and domain accuracy
• Integrated FAQs, policies, and SOPs into AI workflows, enabling more context-aware and standardized responses
• Tested and evaluated ~40–50 AI responses daily, identifying failure patterns and improving output quality through iterative prompt refinement
• Resolved critical response issues, including:
• LLM response stalling (“looking into the issue” loop)
• Random or irrelevant outputs via stricter prompt constraints
• Improved response reliability and reduced user friction by enforcing structured response rules and guardrails

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Conversational AI Developer (2024 – 2025)

• Enhanced chatbot intent flows and fallback handling, contributing to reduced unnecessary escalations and improved automated query resolution
• Analyzed response quality trends and iteratively refined prompts to improve accuracy and consistency across high-frequency queries
• Collaborated with product and engineering teams to align AI workflows with real user issues and business requirements

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Operations & Escalation Lead (2020 – 2024)

• Handled 150–200 customer queries per day, consistently meeting SLA targets across support channels
• Managed high-priority social media escalations with:
• 30 min First Response Time (FRT)
• 4-hour resolution SLA
• Supported peak traffic events (IPL, gaming seasons) by:
• Assisting team in resolving 250+ tickets/day during high-load periods
• Ensuring SLA adherence under pressure
• Led and mentored 10+ new agents, improving onboarding efficiency and team productivity
• Identified recurring issue patterns and collaborated with internal teams to improve support workflows and reduce repeat queries

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Paytm Services Pvt. Ltd.

Associate – Customer Support (Escalations)

Oct 2019 – Dec 2020

• Resolved complex customer issues with high accuracy, consistently meeting and exceeding SLA targets
• Documented recurring issues to support process improvement and automation initiatives

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Yoma Multinational Pvt. Ltd.

Associate – Customer Support

Dec 2016 – Oct 2019

• Handled customer queries and contributed to improved response turnaround time
• Collaborated with teams to enhance customer satisfaction and resolution efficiency

B.Tech (Hons.) in Computer Science & Engineering – Punjab Technical University