Deepak Arora

Conversational Chatbot for AXP Global Supply Management (GSM):

• Enabled Amex users to check the latest status of Purchase Orders, Invoice lists, and Claim Vouchers.
• Achieved a 30% reduction in GSM helpdesk inquiries.

Conversational Chatbot for AXP Finance:

• Automated response generation, increasing user productivity with insights provided through graphs.
• Contained over 50% of financial process inquiries within the bot.
• Expanded to include FAQs, enhanced interfaces, and API queries for real-time responses.
• Enabled mobile accessibility via Slack App, improving user experience.

Collaboration and Innovation:

• Partnered with AIML teams to develop a chatbot for spend analytics using Cornerstone (Big Data, Yellowfin) and Machine Learning.
• Provided data insights for data and NLP model development, establishing advanced query capabilities.
• Adhered to governance models, monitoring model drift, and ensuring performance and accuracy with InfoSec and design guardrails.

Data Quality and Model Optimization:

• Focused on data quality and enriched model-training data leveraging quantized Google BERT-based featurizer.
• Optimized the number of entities and intents for improved performance.

Leadership and Management:

• Led the GSM portfolio, managing applications across diverse tech stacks addressing Procure-to-Pay business functions.
• Executed touchless invoice processing and payments through integrated systems.
• Developed a strategy for a scalable GenAI-based Chatbot solution.

Impact Metrics:

• Improved bot containment rate (FCR + Abandonment).
• Enhanced first contact resolution rate.
• Increased support staff productivity by 70%.
• Analyzed and refined utterances into entities and intents.

New Initiatives:

• Continued to identify and develop new use cases based on usage analysis.
• Prioritized data quality improvement and support staff productivity enhancements.

• Leading a technology team to identify gaps in product capabilities and create comprehensive mappings. Utilizing a service-oriented architecture (SOA) and integrating solutions through services and APIs to ensure seamless interoperability and enhanced product functionality.
• Developed management dashboards and reports using OBIEE and BI Publisher to highlight usage metrics and value delivered. This provided stakeholders with insights into performance and outcomes, supporting informed decision-making and continuous improvement.

• Migrated Oracle 11i financials localization modules, including reports and forms, to support the Oracle R12 release using D2K forms, XML, XSD, and RTF templates, along with creating deployment scripts.

Developed technical documentation, wrote code with unit test cases, and provided post-production support in a 24x5 model for an Oracle EBS Order-to-Cash implementation project.