Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Certification
Languages
Timeline
Generic
Anupam Gupta

Anupam Gupta

Senior Conversation Designer
Noida

Summary

Innovative Conversation Designer with 3.3 years experience and passion for crafting engaging user experiences through the power of conversational AI. Accomplished at creating research based workflow designing, content production for meaning interactions. Ceaselessly focused on user-centric design and exceptional conversational experiences that delights users and drive business success.

Overview

3
3
years of professional experience
1
1
year of post-secondary education
4
4
Certifications

Work History

Senior Conversation Designer

Yellow.AI
04.2023 - Current
  • Leading CD-voice engagement for both deliveries & pre-sales POD, and for all high ARR and critical projects.
  • Proven ability to design flowcharts, process diagrams and experience mapping for both Voice and Chat Bots, in line with brand's voice, tone, user persona and empathy.
  • Ideate conversational behaviour for Interactive Solutions Bots (Voice) foregrounding diverse client requirements and technical constraints.
  • Research, Research and Research and learn everything along way (This is constant irrespective of where I work).
  • Working on large, generic/ambiguous conversational use cases and shape it into specific, well-defined, optimised conversational behaviour/experience.
  • Interacting with client team to understand their brand, expectations, underlying business logics, dependencies and accordingly, design new flows, revamp existing ones based on requirement.
  • Collaborating with cross functional teams (Developers, Business Analysts, NLP) in global working environment to implement smooth conversational experience for customer while simultaneously accommodating technical constraints.
  • Leveraging conversational analytics to identify trends and gaps per use case, alter CD principles, provide these insights to Pre-sales teams to help them in pitches & SOWs.
  • Helping Voice Product team to enhance product roadmap and maturity with respect to other Conversational AI Platforms through frequent check-ins and feature requests showing impact on conversational quality.
  • Conducting Conversation Design workshops to stakeholders, cross teams and new recruits.
  • Managing Voice CD team with projects and task allocation, peer-reviews, and brainstorm sessions. Also, assuming manager responsibilities in absence of my lead.
  • Building Templates for various enterprises like Retail, ITSM, FMCG, Healthcare, HRMS etc.

Conversation Designer

Yellow.AI
09.2022 - 3 2023
  • Produced user-friendly conversational flows for Voice and Chat Bots, in line with brand's voice, tone, user persona and empathy.
  • Leveraged industry-best conversation design guidelines to craft experiences across various channels (Voice, WhatsApp, Instagram, PWA, Facebook Messenger, GBM, SMS, and more!).
  • Responsible to create prototypes and call flow diagrams backed by practical research, industry data and trends, write persona aligned bot responses, and SSML tags creation for Voice bots.
  • Collaborated closely with cross teams like product, delivery, and business owners to clarify processes and improve customer experience.
  • Reported and analyzed AI's performance and user satisfaction.
  • Periodically reviewed of existing flows, scripts, TTS, realtime production call to identify issues, and provide solutions such as grammatical accuracy, content optimization, new topics recommendation, focusing overall improvement in bot performance and user experience.
  • Worked with prominent International and National Logos like Sephora, Randstad, Waste Connections, Union Bank of Philippines, Shell, BPCL, Sony, HDFC, Sony, Ajio, Meesho, Royal Enfield, Bajaj Allianz, Tata Capital, ICICI Bank, IDFC Bank, Louis Philippe, etc.

Conversation Design Analyst

Yellow.AI
05.2021 - 08.2022
  • Applied industry-leading conversation design principles to create seamless experiences across multiple channels, including Voice, WhatsApp, Instagram, PWA, Facebook Messenger, GBM, SMS, and more.
  • Designed and implemented user-centric conversational flows for Voice and Chat Bots, ensuring alignment with brand voice, tone, and user persona.
  • Developed prototypes and call flow diagrams based on practical research, industry data, and trends. Created persona-aligned bot responses.
  • Collaborated with cross-functional teams, including product, delivery, and business owners, to refine processes and enhance the overall customer experience.
  • Monitored and analyzed AI performance and user satisfaction metrics, providing actionable insights for continuous improvement.
  • Drove innovation by integrating feedback from user interactions to refine conversational designs and enhance user satisfaction.

Education

Bachelor of Science -

DBRAU
05.2006 - 2009.05

Higher Secondary -

Shri Ganesh Inter College
05.2005 - 05.2006

Skills

Conversational Design Principles

Accomplishments

  • Achieved Yellow.AI Spotlight Award for outstanding performance and being proactive & responsible for year 2022.
  • Awarded as Yellow.AI Star Performer Award for exceptional performance for year 2021.
  • Received Star Employee Award for excellence and establishing digital LOB in the process in the year 2020.

Software

Drawio

MS Speech Studio

Google TTS

Bot Builder (YellowAI)

Miro Board

Lucidchart

Figma

Certification

Cognigy Academy | Conversation Design Course

Languages

English

Hindi

Timeline

Senior Conversation Designer

Yellow.AI
04.2023 - Current

Cognigy Academy | Conversation Design Course

04-2023

Cognigy Academy | Project Management for Conversational AI

04-2023

Yellow.AI Cloud Platform Associate

10-2022

Conversation Designer

Yellow.AI
09.2022 - 3 2023

Botsociety Certification - Conversation Design Course

05-2022

Conversation Design Analyst

Yellow.AI
05.2021 - 08.2022

Bachelor of Science -

DBRAU
05.2006 - 2009.05

Higher Secondary -

Shri Ganesh Inter College
05.2005 - 05.2006

Similar Profiles

CREATE PROFILE
Anupam GuptaSenior Conversation Designer