Summary
Overview
Work History
Skills
Websites
Languages
Certification
Timeline
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Mukul Dwivedi

Bengaluru

Summary

Conversation Designer with experience in creating AI-driven Interactive Voice Response (IVR) systems and chat-bots, significantly enhancing customer engagement for diverse industries, including banking, aviation, insurance and IT services.

Overview

7
7
years of professional experience
1
1
Certification

Work History

UX Engineer

Microsoft
Bengaluru
08.2023 - Current
  • Created enterprise grade chat bot for IT company using Microsoft Copilot Studio with task completion rate of 63%.
  • Migrated traditional banking chat bot to Microsoft Copilot Studio with FCR score of around 70%
  • Optimized the same chatbot to increase CSAT and FCR.

Conversation Designer

Nuance Communications
Bengaluru
06.2019 - 07.2023
  • Collaborated with a team to design a multilingual IVR system for a banking client, featuring 9 self-service options that successfully catered to 68% of callers, significantly reducing the reliance on costly agent-assisted calls.
  • Designed a multilingual IVR system for an aviation client with 6 self-service options, achieving a 52% self-service rate. Approximately 15,000 customers have rated the system as satisfactory to date.
  • Designed an IVR system for an insurance client which constituted of 4 self services which attained containment rate of 73% in first 6 months and 78% post optimization.
  • Partnered with the Sales team to create and deliver impactful demos as part of pre-sales support, effectively showcasing solutions to prospective clients.
  • Collaborated with the Sales Engineering team to translate business requirements into robust, scalable system solutions.
  • Collaborated with the Speech Science team to optimize system performance, analyzing confusion matrices and resolving issues related to confusability.

Software Engineer

Capgemini
Bengaluru
06.2018 - 06.2019
  • Worked as DevOps Engineer to support non-prod
  • Implemented CI/CD pipeline using Jenkins
  • Worked with development team to deploy their application
  • Worked in Linux and Windows OS for troubleshooting
  • Worked on RedHat Openshift as cloud service

Skills

  • Microsoft Copilot Studio
  • Power Apps
  • Microsoft Visio
  • Interaction Design
  • Voice UI Design
  • Persona
  • Wireframing
  • Nuance Mix
  • Usability Testing

Websites

Languages

Hindi
First Language
English
Advanced (C1)
C1

Certification

  • AZ-900 Microsoft Certified: Azure Fundamentals
  • PL-900: Microsoft Certified Power Platform Fundamentals

Timeline

UX Engineer

Microsoft
08.2023 - Current

Conversation Designer

Nuance Communications
06.2019 - 07.2023

Software Engineer

Capgemini
06.2018 - 06.2019

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Mukul Dwivedi