Induja Bhupathi

• As a Senior Technical Support Engineer at Infosys, I am responsible for managing CCAI platform and CCAI support tickets for Google customers.
• • Recognizing and addressing customer concerns regarding the CCAI platform, as well as CCAI Chatbot and Voicebot development difficulties.
• • Conducting weekly calibration sessions with Google Onsite Engineers & Technical Account Manager to discuss about Escalation & Ticket flow.
• • Conducting research and locating potential areas for process automation and enhancements
• .
• •Quickly identifying the source of issues by posing targeted inquiries to clients . taking over responsibility for complaints from customers and taking them through all stages investigating, determining the cause of, debugging, and finding solutions.
• • Following established protocols for appropriately notifying the appropriate internal teams of issues that remain unresolved • Delivering correct and timely reports, documenting technical information in documents ensuring that every issue and problem is appropriately captured and documented.

Projects:

Title: Virtual Assistant (FAQ chatbot)

Description: A Dialogflow bot which was developed for the nursing students for the practice purpose which involves students to engage with the bot by using a CMS sheet.

Responsibilities:

∙ Designing conversational flows.

∙ Developing the bot according to requirements using Dialogflow framework.

∙ Testing the developed intents

∙ Handling GCP resources like cloud functions

∙ Deploying the backend python code in cloud functions

∙ Maintaining versions and environments.

Title: C6 Bank Virtual Agent (Migration from Dialogflow ES To CX)

Description: A Dialogflow bot which is in Portuguese language developed for the banking purpose which handles all the customer needs like opening global account, insurance, redeeming bank points for the shopping, card details etc.

Responsibilities:

∙ Designing conversational flows.

∙ Developing the bot according to requirements using Dialogflow framework.

∙ Testing the developed intents

∙ Handling GCP resources like cloud functions

∙ Done with the fixes wherever required for the bot after migrating it from ES to CX.

∙ Added more intents as per client requirements for the existing bot.

∙ Maintaining versions and environments.

∙ Handled Portuguese language throughout the project.

Projects:

Title: Sophia Virtual Assistant

Description: A Dialogflow bot which can answer basic questions for an Ingram Micro website.

Responsibilities:

∙ Developing the bot according to requirements using Dialogflow framework.

∙ Testing the developed intents.

∙ Handling GCP resources like cloud functions, cloud storage

∙ Deploying of backend python code in cloud functions

Title: Sitelinks, Google Adwords, Visual Sitelinks, Visual Formats.

Description(Content curation): Initially content curation is called as curated formats. The process of content curation involves selecting values from a website that offers a specific product or service.

• Sitelinks – Creation of sitelinks based on advertiser business and requirements in accordance with the Google Ads policies. I was part of several minor projects in sitelinks which made me

gain full knowledge on the project in no time. Worked at all the stages of the project - Extractor, verifier and QA.

• Visual Formats – In Visual Formats worked as an early-stage curator of Images that are associated with different Google Ad types and platforms. My work involves rating and approving the images based on their relevance with the ad that they are being associated with and reviewing them if they do not comply with Google Ads policies.

• Visual Sitelinks – This is an extension project of Sitelinks which involves the creation of images with relevant sitelinks from the landing page. I am the pilot member of this project which allowed me to work with clients from the beginning and get more insights about the work.

Responsibilities: As a Senior Process Executive experienced in identifying process improvement initiatives that incorporate best practices and standard operating procedures. Demonstrated skill in managing and driving multiple projects with minimal supervision.

I was part of Sitelinks training team, shared my expertise and knowledge with newly recruited folks and for other two MSP’s who came into Google Sitelinks project. Participated in the candidate recruitment process for Sitelinks project and was part of recruiting 20+ candidates to our project.