Deep Gupta Email & Phone Number

Bengaluru, Karnataka, India

Key responsibilities as a Senior Manager are as follows:  Omnichannel Bot Management -o Spearheaded implementation of Omnichannel Bot across Webchat and WhatsApp, enhancing customer engagement.  Solution Design & Delivery -o Designed and delivered solutions for 20M+ customers and 300k+ internal users (Sales, Service, SCM, GTM). o Improved customer service and internal department efficiency.  Cost Optimization -o Migrated Tata Play Binge bot to Omnichannel… Show more Key responsibilities as a Senior Manager are as follows:  Omnichannel Bot Management -o Spearheaded implementation of Omnichannel Bot across Webchat and WhatsApp, enhancing customer engagement.  Solution Design & Delivery -o Designed and delivered solutions for 20M+ customers and 300k+ internal users (Sales, Service, SCM, GTM). o Improved customer service and internal department efficiency.  Cost Optimization -o Migrated Tata Play Binge bot to Omnichannel Bot, achieving 50% operational cost reduction.NLP & LLM Integration o Integrated NLP, enhancing customer service quality. o Upgraded to Large Language Model, increasing Intent Recognition Rate (IRR) from 82% to 95%. o Enabled handling of unlimited intents, multiple intent recognition, and multilingual support.  WhatsApp Enhancements -o Enabled new features on WhatsApp, expanding customer engagement capabilities.  GenAI Project for Call Centers -o Currently developing GenAI solution to reduce Average Handling Time (AHT) and boost Call Center Agent productivity.  Cross-Functional Collaboration -o Collaborating with teams to adopt GenAI technology for 10+ projects in pipeline.  Campaign, Contest, Offer & Survey Management (WhatsApp) -o Executed promotional campaigns for customer acquisition and retention. o Managed contests (Smart Games Contest) and offers (Tata Group Offer) to drive engagement and upgrades. o Ran quizzes for Dealers and Installers to enhance knowledge and engagement. o Sent product updates and notifications to Dealers and Installers.  Core Competencies -o Business requirement understanding o Solution design and delivery o Cross-functional collaboration o Ownership and conflict resolution Show less

Gurugram, Haryana, India

I was involved in a Chatbot Project built on the Microsoft Bot Framework. As a Node.js developer, I was responsible for developing the bot's backend, enhancing its capabilities, implementing new features, and creating automated processes.I also played a key role in designing new websites and dashboards, where I focused on creating microservices, APIs, and managing databases. Additionally, I developed various automation tools to streamline processes.Furthermore, I contributed to an IoT… Show more I was involved in a Chatbot Project built on the Microsoft Bot Framework. As a Node.js developer, I was responsible for developing the bot's backend, enhancing its capabilities, implementing new features, and creating automated processes.I also played a key role in designing new websites and dashboards, where I focused on creating microservices, APIs, and managing databases. Additionally, I developed various automation tools to streamline processes.Furthermore, I contributed to an IoT project, specifically in Edge Analytics, where I worked as an Angular.js developer. My responsibilities included building a user interface for data scientists to upload, train, and deploy models, as well as developing a live output dashboard for monitoring model performance in real-time. Show less

Noida Area, India

At Cognizant, I spent 3+ years as a Java Developer and QA Engineer, driving technology solutions for diverse clients. My expertise in Java and QA engineering enabled me to deliver high-quality projects, ensuring seamless execution and meeting client expectations. I actively collaborated with cross-functional teams, fostering a culture of innovation and excellence, and laid a strong foundation for my future endeavors.