Roshan Sahu

Conversational AI professional with 5+ years leading LG Electronics India's customer-facing AI experience (5M+ interactions/year). Functionally led the migration of LG's rule-based chatbot to an LLM-powered (ChatGPT-based) system — improving containment from 80% to 90%, reducing fallback from 5% to 0.5%, and lifting NPS from 50 to 56 while holding CSAT at 95%. Deep hands-on experience in Dialogflow CX (1,000+ intents, ~26,000 utterance patterns), IVR/voice automation, email-service workflows, and escalation automation.

Completed structured GenAI upskilling in prompt engineering, RAG, embeddings, agentic AI, and LLM evaluation.

Conversational AI Lead / Functional Owner — Customer Experience at LG Electronics India (2021-08 – 2026-09)

• Functionally led transition of LG's rule-based chatbot to an LLM-powered (ChatGPT-based) system: containment 80%→90%, fallback 5%→0.5%, NPS 50→56, CSAT held at 95%.
• Owned continuous optimization of LG India's Conversational AI experience supporting 5M+ interactions/year with sustained containment of 85–90% and NPS in the 50–56 range.
• Designed and optimized 1,000+ Dialogflow intents and ~26,000 keywords/utterance patterns; delivered 100+ chatbot enhancements across flow, UX, content, and automation.
• Designed and contributed to IVR and voice automation, including outbound voice-bot calling workflows for customer/service communication.
• Built AI early-sensing initiatives to proactively identify potential service issues and support timely intervention.
• Automated email service workflows and escalation notifications to ASM/BSM stakeholders, improving speed and consistency of follow-up.
• Bridged business, CX, and engineering teams — translated requirements into conversational AI/LLM solution specs; supported WhatsApp bot integration and escalation journeys.

Customer Service Specialist at iEnergizer (2020-08 – 2021-08)

Customer support operations focused on service quality and resolution standards.

Chatbot Curator / Developer (Samsung SDS Client) at Collabera Technologies (2019-11 – 2020-07)

Curated chatbot content, intents, and conversational responses for Samsung customer-support use cases.

Customer Support / Team Coach at FIS Global (2011-11 – 2019-11)

Progressed from customer support to Team Coach over 8 years; built foundation in service quality, process discipline, and customer experience.

Bachelor's Degree in PCM – Karnataka State Open University (2014)