Lakhan Kumar Singh

Dedicated IT professional with over five years of experience in data analysis, natural language processing, and Google Dialogflow. Expertise in providing technical support and delivering high-quality solutions for Conversational AI projects, ensuring optimal performance and user satisfaction. Committed to continuous learning and leveraging innovative technologies to drive team success and enhance project outcomes.

Consultant at Capgemini Technology Services India Limited (2026-05 – Present)

• Trained on CX Agent Studio, completed google labs for better understanding
• Worked with Multi agent architecture, tool calling, evaluations and Callbacks.

Associate - Projects at Cognizant Technology Solutions, CTS (2025-01 – 2026-05)

• Developed a retail logistics bot with WhatsApp Integration via CCAI social channel adapter using Dialogflow CX and Generators for a Mexican Company called Liverpool.
• Developed a new Flow altogether in their existing solution. Implementing 6 use cases that handle the conversation between the user and the virtual agent.
• Developed Webhooks and integrated it to append the user messages and getting the required information to be used as session parameters from the Firestore.
• Used Generators to extract the references from the user messages to ensure the references are provided by the user and pass them to the superapp.
• Worked on healthcare insurance use cases using Generative Playbooks.
• Used tools (OpenAPI and Datastore) to perform functions such as authenticating users, fetching claims ID, and retrieving claim ID details.
• Configured and utilized Datastore within a cloud bucket to support dynamic data access in playbooks.
• Implemented Agent Assist features including summarization, knowledge assistance, and smart replies to enhance agent productivity.
• Integrated the solution with the Google CCAI platform for seamless customer interaction.
• Built a Generative AI-powered solution to automate Quality Assurance (QA) for call audits across Store Support (SS) and Customer Support (CS) functions.
• Utilized Vertex AI Studio to design and fine-tune prompts for optimal performance and accurate audit outcomes.
• Contributed to prompt engineering and iterative refinement to ensure high-quality, context-aware responses.

Dialogflow Trainer and Chatbot Developer at EVC Ventures (2019-09 – 2024-01)

• Data Processing: Scraped, analyzed data and processed it train the chatbots
• Conversational UX Design: Crafted user-centric conversations, anticipating user emotions, and designed fallback responses.
• Platform Expertise: Used Dialogflow ES and CX for training chatbots and voice bots.
• User Intent Management: Expert at understanding user intents and crafting accurate responses, enhancing chatbot interaction efficiency and satisfaction.
• Chatbot Development: Worked on Chatbot flow design, response scripting, user intent handling, and personality definition
• Delivered solutions for a range of chatbot applications, including IT Bots, Student Services, and Hybrid Bots, with a deep understanding of user needs across these areas.
• Successfully deployed 20+ chatbots for various clients, delivering high-quality solutions tailored to their requirements.
• Conducted training sessions for new team members, providing guidance on best practices in conversational design and AI training.

Bachelor of Technology – GLA University

XII – Air Force School

Xth – Air Force School