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.
