ANSHUL BAHUGUNA

Email Bot

• AI-powered email automation for instant customer support.
• Defined roadmap for scaling the bot across high-volume query categories, reducing average resolution time and manual workload, automated 16k emails per month.
• Collaborated with CRM and product teams to integrate bot responses with case ID tracking, enhancing accountability and reporting efficiency.

Voice Bot

• AI-powered customer support automation using GPT-4 APIs
• Developed product roadmap and defined KPIs for Voice Bot utilizing Gen AI capabilities to enhance performance metrics.
• Achieved 85% response accuracy and 90% ticket creation accuracy, significantly reducing manual intervention.
• Designed scalable evaluation framework to monitor bot performance across thousands of calls, ensuring continuous improvement without manual audits.
• Partnered with engineering, design, and operations teams to optimize conversation flows and enhance customer satisfaction.
• Improved operational efficiency by cutting average resolution time through automation and accurate intent detection.

• Project: India CRM - B2B Operations
• Led development of a centralized CRM platform for 1,500+ PAN India stores handling 22,000+ monthly tickets.
• Developed real-time reports and dashboards, enhancing decision-making for business and product teams.
• Partnered with leadership to define roadmap, KPIs, and automation strategy, aligning with business goals.
• Coordinated cross-functional efforts as a liaison between product, operations, and tech teams, facilitating faster rollouts.
• Reduced ticket count by 30% through automation and smart closure logics.
• Cut average ticket closure time from 15 days to 4 days via process elimination and workflow redesign.
• Ensured smooth adoption by training store teams, and incorporating feedback loops for continuous improvement.
• Scaled CRM as the single source of truth, increasing transparency and accountability across all stores.