Ekta Goel

Gen AI and ASR (Automatic Speech Recognition) Projects

• Email Automation with Gen AI (RAG Pipeline) -Customer Support

Built RAG pipeline for automated replies to customers approaching OYO for different inquiries. Implemented with Llamaindex framework- using SubQueryEngine, ReactAgent, JsonQueryengine) to develop chain of though(CoT) and invoking backend APIs for creating logical responses.

Impact : Cost Saving(2.5 million Rs per month)

• Sentiment Analysis & Quality Assessment of Agents using GEN AI

Dashboards showcasing agent performance for both emails and calls data(converted to text) for different departments using Azure STT, prompt designing leveraging Open AI capabiltites.

Impact : Cost Saving (1.1 million Rs per month)

• Detecting Fraud with ASR (Automatic Speech Recognition)

Designed an end-to-end pipeline using Databricks and Azure APIs for high-accuracy transcription of audio data to text, facilitating the identification and prevention of fraudulent activities in the hospitality industry related to extra charges, offline bookings, location issues, and check-in denials.

Impact: Revenue (25 million Rs per month)

• Call Center Automation (POC)

Developing workflows and architecture that will support automation in call center.

Overbooking Optimization for Revenue Maximization and Customer Satisfaction

• Booking Level Cancellation and Stuck Model (Using CatBoost & XGBoost)

Efficiently managing room inventory to prevent both low occupancy and unavailability issues.

Increased virtual rooms opened from 9% to 15% between Jun'22 and

Jun'23. Overbooking Stuck also decreased by 10 bps from 0.9% to 0.8%.

Web Scraping , Automation & Database Management

Organised DB with web scraping on OTA Extranets (Expedia.com, Booking.com, Goibibo.com, Makemytrip.com) using BeautifulSoup and Selenium.

Developed tools for bulk application of promotions, Boosters, and campaigns on various OTAs. Implemented automated dashboarding for 14 geographies, reporting their respective performance metrics.

Implemented live inventory management for leading brands and companies, generated data models, and

performed quantitative/qualitative analysis.

Employed SPSS and R for data-set correlations and sophisticated functions for

market research, drafted project proposals, analyzed statistical data, and prepared

result-oriented reports.