Lakhan Kumar Singh

Humana Demo - Google CES

• Worked on healthcare insurance use cases using Generative Playbooks.
• Used tools (OpenAPI and Datastore) to perform functions such as authenticating users, fetching claims ID, and retrieving claim ID details.
• Configured and utilized Datastore within a cloud bucket to support dynamic data access in playbooks.
• Implemented Agent Assist features including summarization, knowledge assistance, and smart replies to enhance agent productivity.
• Integrated the solution with the Google CCAI platform for seamless customer interaction.

GenAI Auto Quality Management Solution - Dollar Tree

• Built a Generative AI-powered solution to automate Quality Assurance (QA) for call audits across Store Support (SS) and Customer Support (CS) functions.
• Utilized Vertex AI Studio to design and fine-tune prompts for optimal performance and accurate audit outcomes.
• Contributed to prompt engineering and iterative refinement to ensure high-quality, context-aware responses.

• Data Processing: Scraped, analyzed data and processed it train the chatbots
• Conversational UX Design: Crafted user-centric conversations, anticipating user emotions, and designed fallback responses.
• Platform Expertise: Used Dialogflow ES and CX for training chatbots and voice bots.
• User Intent Management: Expert at understanding user intents and crafting accurate responses, enhancing chatbot interaction efficiency and satisfaction.
• Chatbot Development: Worked on Chatbot flow design, response scripting, user intent handling, and personality definition
• Delivered solutions for a range of chatbot applications, including IT Bots, Student Services, and Hybrid Bots, with a deep understanding of user needs across these areas.
• Successfully deployed 20+ chatbots for various clients, delivering high-quality solutions tailored to their requirements.
• Conducted training sessions for new team members, providing guidance on best practices in conversational design and AI training.