Papia Das

Project: NesBuddy (Nespresso) – End-to-End Major Incident Management Automation.

Technologies: Outlook, ServiceNow, MS Teams, Twilio, JBPM, Confluence, Generative AI, Prompt Engineering

• Designed and implemented an end-to-end AI-powered incident management automation platform.
• Developed an Outlook email classification engine using prompt engineering to analyze incoming emails and automatically categorize them as Processed or Not Processed.
• Developed automated bridge call scheduling with dynamic attendee identification from confluence.
• Automated stakeholder collaboration through MS Teams group creation and approval workflows.
• Developed AI-powered incident summarization capabilities by processing ServiceNow incident details, MS Teams conversations, meeting transcripts, and email communications using prompt engineering.
• Developed automated stakeholder communication (Start, Update, Resolved) workflows through Teams, SMS, and email using Generative AI
• Generated AI-powered post-incident summaries from meeting transcripts and collaboration data and automatically updated Confluence pages with incident insights and reports.
• Implemented dynamic escalation and roster-based assignment mechanisms.
• Integrated Twilio for real-time voice and SMS notifications.
• Reduced average incident response time by more than 5 minutes through intelligent workflow automation.

Project: Intelligent Case Management

Technologies: Watson Orchestrator, Node.js, Salesforce, Slack, Twilio, Webex, Watsonx.ai, RAG

• Developed secure case retrieval capabilities, enabling account managers to access and manage assigned Salesforce cases.
• Built an intelligent skill-based case assignment engine with automated Salesforce updates and real-time Slack/Twilio notifications.
• Implemented Generative AI-powered summarization of case comments, Slack conversations, and Webex meeting transcripts using Watsonx.ai.
• Automated Webex meeting scheduling with dynamic agenda creation, invitee identification, and escalation management.
• Developed analyst dashboards with Retrieval-Augmented Generation (RAG) capabilities, enabling natural language retrieval of case summaries, recommendations, and actionable insights.
• Designed and implemented Node.js middleware services for seamless orchestration between Watson Orchestrator, Salesforce, Slack, and Webex APIs.
• Reduced manual effort in reviewing case histories and meeting discussions.

Project : Digital Workforce AskTZ

Technologies: Watson Assistant, IBM Cloud Code Engine, Salesforce, Drupal, NLP, IBM Toolchain

• Developed an AI-driven virtual assistant using Watson Assistant and NLP to automate support interactions and enhance self-service capabilities for IBM TechZone users and agents.
• Implemented chat-based question answering over a large enterprise knowledge base containing hundreds of curated documents.
• Integrated TechZone reservation management and Salesforce-based case creation and support escalation functionalities.
• Developed and deployed scalable microservices on IBM Cloud Code Engine with automated CI/CD pipelines using IBM Toolchain.

Project : BlueBuddy

• Client Implementations:

IBM Internal: UiPath Orchestrator, HCL Notes, IBM Verse

Lumen: Microsoft Power Platform, Power Automate, Power Apps, Outlook, JIRA

Air Canada: Slack Bot, IBM Watson, ServiceNow, Node.js, Middleware, Camunda

BlueBuddy is an AI-powered digital assistant that automates incident management and workplace productivity tasks through seamless collaboration between humans and intelligent automation systems.

• Developed conversational AI capabilities enabling users to retrieve and manage ServiceNow incidents using natural language queries through Slack and IBM Watson.
• Implemented AI-powered ticket resolution recommendations by integrating the Agent Assist knowledge corpus to provide contextual guidance and accelerate incident resolution.
• Built intelligent ticket assignment capabilities by recommending suitable assignees based on historical resolution data and analyst expertise.
• Developed roster-based availability features to identify available support personnel and facilitate efficient ticket assignment.
• Developed productivity automation capabilities, including meeting schedule retrieval, meeting summary generation, automated email replies, and calendar integrations.
• Implemented text-to-speech and sentiment analysis capabilities to improve accessibility and user experience.
• Designed and implemented middleware services to enable secure communication between enterprise applications and backend systems.

Project: GBS Dynamic Automation – Cognitive Assistance & Microservices

Technologies: IBM Watson, Selenium, Protractor, WinAutomation, Angular, RQM, JIRA

• Developed and maintained test automation frameworks for IBM Watson-based Cognitive Assistance and Angular microservices applications, enabling intelligent search and Agent Assist capabilities for support teams.
• Reviewed requirements and designed test scenarios using Combinatorial Test Design techniques.
• Built and maintained Selenium Hybrid and Protractor automation frameworks for cognitive and microservices applications.
• Developed automation scripts using Selenium, Protractor, and WinAutomation.
• Executed regression testing across SIT, UAT, and Production environments for every release.
• Managed defect reporting using RQM and JIRA and provided automation framework support to the team.
• Improved test coverage and release quality through robust automation frameworks.
• Reduced regression testing effort and accelerated release cycles.
• Ensured high-quality delivery of cognitive and microservices-based applications.

Project: Anthem & IKEA FBIL

• Designed test strategies, test scenarios, and detailed test cases based on business requirements.
• Performed SQL validations and data verification activities.
• Executed Selenium-based regression test suites and validated application functionality.
• Improved release quality and testing efficiency through automation.
• Collaborated with cross-functional teams to identify and resolve software defects.

• Participated in an Agentic AI workshop and developed a proof-of-concept solution using IBM Consulting Advantage (ICA) and CrewAI to optimize working capital by automating procurement-related queries and analyzing payment term discrepancies.
• Implemented a multi-agent architecture comprising Payment Term, Invoice Contract, and Country Impact Agents, orchestrated by a central Procurement Agent to generate actionable insights and natural language summaries for procurement stakeholders.