Roshan Sahu

Conversational AI Product & Functional Lead with 14+ years of corporate experience, including nearly 5 years leading enterprise chatbot strategy, optimization and lifecycle management across web and WhatsApp. Experienced in functional solution design, GenAI/LLM-enabled chatbot migration, conversation design, intent optimization, requirements gathering, UAT, analytics and cross-functional delivery. Led conversational channels supporting 5M+ annual customer interactions, achieving up to 85% self-service containment and ~55% chatbot NPS.

Strong business-to-technology bridge with hands-on expertise in Dialogflow, chatbot analytics, Jira and customer journey optimization.

Deputy Manager - Customer Experience | Conversational AI Product Lead / Functional SME - LG ELECTRONICS - Noida, India

(2021-08)

• Own conversational AI product strategy and functional roadmap for LG India's customer-service chatbot ecosystem across web and WhatsApp, supporting 5M+ annual customer interactions.
• Led the functional migration from rule-based Google Dialogflow to an LLM/ChatGPT-enabled conversational experience, defining use cases, conversation flows, business requirements, UAT and optimization strategy while partnering with technical teams for implementation.
• Achieved up to 85% self-service containment through transcript analysis, fallback optimization, intent refinement and continuous customer-journey improvements.
• Maintained ~55% chatbot NPS by identifying friction points, analyzing customer feedback and optimizing conversational journeys and self-service experiences.
• Designed, mapped and optimized 1,000+ conversational intents and coordinated cross-functional delivery, testing and release validation through Jira and UAT.
• Translated customer-service and business requirements into functional chatbot solutions, aligning CX, operations, product, vendors and engineering stakeholders.

Digital Customer Engagement Specialist (Chat & Email Expert) - IENERGIZER - Noida, India

(2020-07 - 2021-08)

• Managed high-volume digital customer interactions across chat and email, contributing to conversation-flow quality, sentiment understanding and customer-experience improvement.
• Analyzed customer interaction patterns to support retention, CSAT and first-contact-resolution improvements.

Chatbot Curator / Functional SME - COLLABERA TECHNOLOGY (Client: Samsung SDS) - Gurugram, India

(2019-09 - 2020-06)

• Curated chatbot intents, annotated customer transcripts and performed functional text testing for enterprise conversational solutions.
• Analyzed real-world conversations and fallback patterns to refine intent mapping, response quality and chatbot confidence.

Operational Team Coach - FIS GLOBAL SOLUTIONS - Gurugram, India

(2011 - 2019)

• Led coaching, operational governance and performance improvement for customer-support teams against defined SLAs and quality metrics.
• Used operational metrics, audits and escalation analysis to improve service quality and process adherence.

Bachelor of Science (B.Sc.) - Physics, Chemistry & Mathematics (PCM) - Karnataka State Open University (KSOU) (2014)