Thanuja S

Bengaluru

Summary

Experienced chatbot developer with over three and a half years of expertise in AI-driven automation solutions. Seeking to leverage strong problem-solving skills and experience with conversational AI to drive innovation in a dynamic organization.

Overview

years of professional experience

Certifications

Work History

Specialist (Chatbot Developer)

HCL Tech

banglore

06.2024 - Current

Designed and implemented a chatbot automation solution using Moveworks and AEX, improving self-service resolution and reducing service desk ticket volume.
Integrated the AEX/Moveworks with the backend enterprises system, including Service-now, SharePoint Online, Knowledge bases and Microsoft M365 services to enable the seamless information retrieval and ticket resolution
Analyzed incident trends, ticket drivers, and chatbot conversations to identify automation opportunities and drive shift-left initiatives.
Created, validated, and maintained knowledge articles and SOPs within the chatbot knowledge studio, and improved the chatbot response accuracy and user satisfaction.
Supported integration of Nexthink automations within Moveworks to provide proactive and reactive remediation capabilities directly through the chatbot interface.
Participated in the chatbot enhancement projects involving GenAI capabilities, conversational improvements, and user experience optimization, including the promotion to increase user adoption.
Participated in the business continuity planning (BCP) and disaster recovery (DR) activities, supporting the tenant backup and restoration validation, and recovery testing.
Contributes to automation strategy, digital workplace transformation, and service improvement initiatives through chatbot and workflow automation technologies.
Administered and monitored the AEX platform, leveraging the analytics dashboard to track chatbot adoption, user interactions, service performance, and operational metrics.

Cognitive Implementation Engineer I (Chatbot Developer)

Amelia (IPSoft)

banglore

10.2022 - 04.2024

Implemented and deployed conversational AI solutions for chat and voice platforms, ensuring seamless and user-friendly experiences using Dialogflow CX and the Amelia HyperAutomation Platform.
Integrated backend systems such as Twilio and ServiceNow into chatbot frameworks to enhance functionality and streamline workflows.
Developed intelligent conversational flows, leveraging NLP/NLU techniques like intent classification, entity extraction, and sentiment analysis.
Configured Google/Azure STT and TTS voice engines, grammars, and SSML for high-quality voice interactions, ensuring natural-sounding dialogues.
Conducted API testing and debugging using Postman and web actions, ensuring seamless backend integration and reliability.
Built multi-turn, context-aware conversations with fallback handling and dynamic responses, ensuring an intuitive user experience.
Managed and tracked issues using the Jira ticketing system within an Agile framework, ensuring timely delivery of high-quality solutions.
Collaborated with cross-functional teams, including cognitive support, voice architects, and conversational designers, to meet project requirements and brainstorm innovative solutions.
Reviewed and implemented use cases while adhering to team best practices, ensuring quality, and alignment with project timelines.
Delivered impactful solutions for top-tier clients, like Accolade and VisionWorks.
Conducted voice testing with tools like Jabber to ensure the accuracy and quality of conversational interfaces.

Education

Master of Computer Application -

Mount Carmel College

Banglore

08-2022

Skills

Conversational AI Platforms: Amelia HyperAutomation, Movewoks, AEX
NLP / NLU: Intent classification, entity extraction, sentiment analysis, slot-filling, and SSML
Integration: Knowledge base, Twilio, ServiceNow, SharePoint site, Nexthink remote actions, REST APIs, webhooks
Voice Tech: Google STT/TTS, Azure Cognitive Speech, voice grammars

Dev Tools: Postman, Jira, Git
Methodologies: Agile, Scrum, cross-functional collaboration
Programming Languages: Python, Groovy, SQL

Certification

Exploratory Data Analysis (EDA) for Machine Learning

Accomplishments

The Service Delivery Excellence Award

Timeline