ABHISHEK OJHA

• Creating Generative AI enriched conversation designs for multiple use cases using Lucid Chart.
• Building conversations structures of the traditional NLU based and Gen AI bot on LivePerson Conversation Cloud Platform.
• NLU model training and building Intent Architecture.
• Conversation Designs built for use-cases that are deployed on channels like Whatsapp, LINE, SMS, WebChat and Mobile Apps.

• Primarily at CAW Studios, I’ve created a curriculum to teach conversation designing backed with UX research and essence of UX writing.
• I connect with businesses, promoting Conversational AI and Generative AI capabilities to enhance customer engagement experiences.

• Create conversation trees, covering as much real-life conversational aspects as possible, using tools like MS Visio and Draw.io
• Creating prototypes of VoiceFlow application
• Set design guidelines, best practices, and standards
• Designing Intent and Entity Architecture
• Training NLU models and handling ambiguity
• Analyzing opportunities for new use cases and understanding client requirements to increase interactions on voice and chat assistants.

• Identifying and Understanding Customer Journey for Chatbot implementation
• Creating scripts by analyzing chat responses from customer or bot conversations
• Providing an efficient and effective service to customers through creation of suitable process flows, using MS Visio tool
• Helping to shape effective customer communication within Conversational Channels, ensuring Global and Local Compliance requirements are met
• Developing ideas for content aligned to our priorities and improving the way we communicate
• Maintaining and creating clear high quality writing for internal and external customer communications
• Proofreading copy to check spelling and grammar, tone and empathy
• Challenging and negotiating with stakeholders where necessary, to ensure the highest possible standards.

• I have managed real-time chat handling of up to 4 chats at a time from our customers, exhibiting maximum efficiency along with delivering 100% accuracy in chat responses in terms of grammar, spelling, process knowledge, tone, and empathy
• Ensuring correct and most informative solutions to be provided for all our customers' queries in the minimum time possible over both mobile chat and live chat
• Providing customer-centric solutions while adhering to the global and local HSBC guidelines
• Key queries dealt in terms of personal banking and internet banking of all customers over chat sent by both verified and new to bank prospects.

• To cater to HSBC UK customers' enquiries and assisting them in using their banking services over the telephone
• Aim to provide First Call Resolution to our customers
• To promote and educate customers about alternate banking channels apart from telephone banking, thereby making them self-reliant in managing their bank accounts and other products with HSBC
• Ensuring high C-Sat level on every call, through active listening, responding effectively to customers' emotions and providing quick and effective solutions for customer's concerns all with adherence to HSBC policies and guidelines
• Complaints handling reflecting signs of taking ownership
• Meeting schedule adherence and utilization parameters while on calls and most importantly promoting digital banking.

Following are the key works which I accomplished while working at Unisys:

• Providing technical support to business in terms of handling applications and resolving IT issues related to MS Outlook and other tools in use.
• Support provided only via chats and emails within required timescales and creating and resolving IT tickets for every concern.

• Assisting Uber drivers/partners in the USA with concerns related to trip fares, number of trips completed, promotional offers for better incentives for our Uber partners, payments and managing events post any incident while on a trip(like accidents, physical assaults, etc)
• Providing timely and accurate responses via emails
• Being result-oriented and amiable to changing updates at all times
• Identifying potential cases impacting customers and business at a large scale and reporting any incidents to the respective teams for quick and appropriate response.