Summary
Overview
Work History
Education
Skills
Timeline
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Tarun Agarwal

Conversation AI Engineer
Gurgaon,HARYANA

Summary

Conversational AI Developer with 4+ years of experience in designing and deploying intelligent IVR and chatbots solutions using Google Dialog-flow (ES & CX) , CCAI Agent Assist , and Vertex AI . Skilled in NLP, API integration, troubleshooting, and cloud-based development across healthcare, education, and insurance domains.

Overview

4
4
years of professional experience
2
2
Languages

Work History

Engineer II

Apexon
01.2025 - Current
  • Designed and implemented complex IVR conversation flows for healthcare providers under the BCBSM (Blue Cross Blue Shield of Michigan) project using Google Dialogflow CX and Conversational Agents , integrating with Vertex AI for enhanced intelligence.
  • Developed a Provider IVR system to handle healthcare insurance inquiries efficiently, using Google CCAI Conversational Agents and Generators to manage intents, parameters, and session contexts effectively.
  • Contributed to the enhancement and maintenance of the Nurse Assist application , a Genysys-integrated solution powered by Google CCAI Agent Assist , aiding nurses with real-time, AI-driven support.
  • Resolved technical issues reported by end users (nurses) by configuring and optimizing settings within the Google Cloud Platform (GCP) and Dialogflow.
  • Created and managed new Data Stores in Google Agent Assist , indexing web sources to improve document retrieval and knowledge grounding for conversational responses.
  • Improved the Nurse Assist functionality by implementing banned phrase filters and customizing the summarization feature , providing accurate and context-aware conversation summaries.
  • Gained deep understanding of project architecture , including the use of containers and deployment strategies used across the Google Cloud ecosystem.
  • Collaborated cross-functionally with developers, testers, and project managers to ensure delivery of robust, compliant, and high-performing AI-driven support systems.

Google Dialog Flow Expert

Mantra Digital Inc
11.2023 - 01.2025
  • Designed and developed customized conversation flows for industry-specific bots using Google Dialogflow , including requirement analysis, conversation mapping, intent recognition, and context management to automate and enhance user interactions.
  • Created and optimized intents and entities to maximize query coverage and improve Customer Satisfaction (CSAT) scores through more accurate and responsive bot behavior.
  • Conducted daily audits of bot conversations to ensure high performance and accuracy, promptly identifying and resolving functional discrepancies.
  • Performed weekly in-depth analysis of bot interactions and intent effectiveness, resulting in measurable improvements in response accuracy and a reduction in human assist rates.
  • Compiled and evaluated reports and documentation on conversation trends , providing actionable insights that directly influenced improvements in user engagement and system accuracy.
  • Logged and escalated bugs and technical issues to backend and management teams with clear documentation, ensuring timely resolution and minimal impact on system performance.
  • Managed bot conversation flows across multiple industries such as education , healthcare , insurance , loans , and home security , adapting dialogue to meet sector-specific needs and compliance standards.
  • Integrated Genesys APIs to fetch user data for insurance and student IVR bots , enabling personalized and data-driven conversations within the IVR flow.

Chatbot Developer

EVC Ventures
03.2021 - 09.2023
  • Demonstrated strong expertise in chat NLP platforms , including Google Dialogflow , and integrated Speech-to-Text and Text-to-Speech engines into chatbot and voicebot systems.
  • Hands-on experience in designing, developing, and training Chatbots , Voicebots , and Switchboard Bots using Google Dialogflow.
  • Applied foundational Natural Language Processing (NLP) techniques such as tokenization , lemmatization , Bag of Words , and Word2Vec to optimize conversational experiences.
  • Successfully developed and deployed over 30 conversational bots for clients including Pasadena City College , Mass Bay College , Wayna City College , and CCCTC .
  • Managed and maintained MongoDB databases to ensure data integrity and high availability.
  • Contributed to data analysis and reporting , preparing regular performance reports and utilizing statistical techniques to interpret and analyze real-world data.
  • Enhanced brand visibility by devising and implementing innovative digital advertising strategies.
  • Collaborated with cross-functional teams to design and optimize cloud-based architectures using Google Cloud Platform (GCP) .

Education

B-tech -

GLA University
Mathura, India

Skills

  • Conversational AI Platforms: Google Dialog-flow (ES & CX), Google CCAI (Agent Assist), Vertex AI, Playbooks

  • Cloud & Data Tools: Google BigQuery, Data Stores (Agent Assist), MongoDB

  • Conversational Design: End-to-end design of conversation flows, intent and entity modeling, and context management

  • NLP Techniques: Basic understanding of NLP concepts such as tokenization, lemmatization, and sentiment handling

  • Programming & Markup Languages: Basic Python, HTML, CSS, SSML

  • Troubleshooting & UI Enhancements: Debugging UI issues, resolving bugs, improving user experience, and handling web hosting issues

  • Business & Data Tools: MS Excel (data analysis), MS Word, MS PowerPoint

  • Problem Solving: Bug investigation, issue resolution, and business analysis for technical and functional requirements

Timeline

Engineer II

Apexon
01.2025 - Current

Google Dialog Flow Expert

Mantra Digital Inc
11.2023 - 01.2025

Chatbot Developer

EVC Ventures
03.2021 - 09.2023

B-tech -

GLA University

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Tarun AgarwalConversation AI Engineer