Kaushal Trivedi Email & Phone Number

Spearheading Technology and Innovation at UtterworksAs Co-Founder and Chief Technologist at Utterworks, I have been pivotal in developing our technology stack, contributing significantly to the company's financial success, with revenues exceeding a million pounds in recent years.Innovative Product DevelopmentDeep Learning Platform: Created an advanced platform for deep Natural Language Understanding (NLU) models, integrating state-of-the-art transformer models and… Show more Spearheading Technology and Innovation at UtterworksAs Co-Founder and Chief Technologist at Utterworks, I have been pivotal in developing our technology stack, contributing significantly to the company's financial success, with revenues exceeding a million pounds in recent years.Innovative Product DevelopmentDeep Learning Platform: Created an advanced platform for deep Natural Language Understanding (NLU) models, integrating state-of-the-art transformer models and transfer learning. This platform, capable of text classification and entity recognition, addresses complex NLU challenges with cutting-edge machine learning technologies.Conversational AI System: Developed Converse, a deep learning-based, cross-channel conversational UI automation platform. Implemented by a leading UK energy company, it automates 80% of high-volume transactions, enhancing customer service efficiency.AI-Powered Search Platform: Engineered an AI search platform, revolutionizing data accessibility and user experience, now widely used by major UK energy companies.LLM-Based Call QA, Compliance Platform (Assure): Innovated in quality assurance and compliance in customer service, utilizing advanced Natural Language technology. Assure automates quality assurance across all interactions, providing valuable insights and reducing compliance risks.Open Source and LLM ExpertiseLaunched 'Fast-BERT', a popular open-source library that simplifies building and deploying advanced NLU models, broadening access for developers and AI researchers.Developed expertise in evaluating and integrating Large Language Models (LLMs) like OpenAI, Amazon Bedrock, and Llama, ensuring the use of the most effective AI solutions in our products.Patents and Intellectual ContributionsInventor of the "Natural Language Interface for a Data Management System."Holder of patent US20210064643A1, demonstrating capability in developing AI and machine learning technologies with practical industry applications. Show less

At Centrica, as Head of Cognitive Applications, I led a pivotal project in developing a conversational digital assistant for customer service agents, leveraging advanced deep learning technologies. This initiative not only transformed customer service operations but also garnered prestigious industry recognition.Development of an Award-Winning Conversational Assistant:Orchestrated the creation of a state-of-the-art digital assistant designed to augment customer service agents'… Show more At Centrica, as Head of Cognitive Applications, I led a pivotal project in developing a conversational digital assistant for customer service agents, leveraging advanced deep learning technologies. This initiative not only transformed customer service operations but also garnered prestigious industry recognition.Development of an Award-Winning Conversational Assistant:Orchestrated the creation of a state-of-the-art digital assistant designed to augment customer service agents' capabilities. This tool used sophisticated AI algorithms to analyze and process customer interactions, providing agents with data-driven recommendations and action prompts.Enhanced agent efficiency and customer satisfaction through the assistant's ability to offer quick, accurate, and personalized responses.Significant Impact on Customer Service Operations:The digital assistant significantly reduced response times and increased the accuracy of information provided, leading to improved customer experiences and operational efficiency.Played a crucial role in modernizing traditional customer service models, making them more responsive and customer-centric.Recognition and Awards:The project's success and innovation were recognized with multiple industry awards, including:Business IT Innovation of the Year at the UK IT Awards 2019.AI/ML Project of the Year at the Real IT Awards 2019.These accolades underscored the project's impact and the transformative potential of AI in customer service, solidifying my role as an innovator in the application of AI technologies in real-world business scenarios. Show less

Staines

In this role, I spearheaded the integration and application of AI and cognitive technologies within Centrica’s operations, focusing on innovative solutions to enhance efficiency and customer engagement.Project Leadership and AI Strategy:Directed strategic AI initiatives, identifying key opportunities for automation and enhanced decision-making across business processes.Innovative AI-Driven Projects:Email Automation with Machine Learning: Led the development of an… Show more In this role, I spearheaded the integration and application of AI and cognitive technologies within Centrica’s operations, focusing on innovative solutions to enhance efficiency and customer engagement.Project Leadership and AI Strategy:Directed strategic AI initiatives, identifying key opportunities for automation and enhanced decision-making across business processes.Innovative AI-Driven Projects:Email Automation with Machine Learning: Led the development of an automated email processing system using machine learning. This system significantly improved the efficiency of handling customer queries by automatically categorizing and routing emails, reducing response times, and enhancing customer service quality.Natural Language Call Steering: Pioneered a deep learning-based intent detection system for natural language call steering. This technology transformed the customer call experience by accurately identifying customer needs and directing calls to appropriate departments, thereby streamlining operations and improving customer satisfaction.Messaging Automation: Developed an automated messaging platform, employing advanced AI algorithms. Impact and Business Transformation:These projects collectively elevated Centrica’s customer service capabilities, making them more responsive, data-driven, and efficient.Played a critical role in transforming traditional customer service channels into AI-enhanced platforms, setting new standards in operational efficiency and customer interaction.Collaborated with various stakeholders, including technology partners and internal teams, to drive the adoption of AI solutions.Established as a thought leader, I provided strategic direction and insights into Centrica’s AI and cognitive technology roadmap, advocating for innovative approaches to business challenges. Show less

London, United Kingdom

Work on proposals that involve complex components such as CRM, ISU, NW Gateway and HTML5 SAPUI5.Pre-sales subject matter expert for Anglian Waters CRM, ISU, SAPUI5 implementation.Part of bid team for Brakes CRM loyalty management proposal.Worked on proposals for British Gas Business CRM ISU upgrade programme.Provide SAP CRM and Utilities expertise to the wider SAP practise at Capgemini. Working for British Gas as CRM Subject Matter Expert.

Staines, United Kingdom

SAP-CRM Lead Consultant leading team of 7 CRM Consultants during design and implementation phase of major CRM transformation programme.

Clients:Xerox CorporationRoyal Mail GroupBirmingham City CouncilThames Water

London, United Kingdom

Business Blueprint and Solution Design for SAP-CRM implementation for Direct sales.Implementation of CRM Interaction Centre Web-client for Service business.

Chesterfield, United Kingdom

Integration of CRM Employee Interaction Centre with SAP-HRInnovative use of CRM Campaign Management for Royal Mail's HR voluntary redundancy processDesigned pricing schema for voluntary redundancy compensation calculation.Responsible for delivery of functional specifications for CRM voluntary redundancy process.

Birmingham, United Kingdom

Responsible for: Functional design of customer service processes for city council's Election and parking departments. Conducting blueprint workshops for city council's elections and parking teams.Design and implementation of GIS solution for incident reporting with integration of SAP CRM service ticket with ESRI Localview GIS solution.Configuration of resource planner for work-force deployment.Implementation of ERMS for automated handling and response… Show more Responsible for: Functional design of customer service processes for city council's Election and parking departments. Conducting blueprint workshops for city council's elections and parking teams.Design and implementation of GIS solution for incident reporting with integration of SAP CRM service ticket with ESRI Localview GIS solution.Configuration of resource planner for work-force deployment.Implementation of ERMS for automated handling and response for e-mails, letters and fax. Show less

Swindon, United Kingdom

Worked as work-stream lead for customer services team responsible for functional delivery of CRM processes.Conducted business blueprint workshops for customer services processes.Responsible for design of CRM solution in the areas of activity management, IC Webclient and integrated CRM-Utilities processes.

Mumbai Area, India

Clients: Thames Water (pre-sales) & Implementation of UK Water template CRM - ISU solutionResponsible for: a. Migrating call centre solution from CIC Winclient to IC Webclient.b. Implementation of new Utilities Account Manager profile (role) to handle commercial and industrial customers.c. Implementation of extended contract management for CRM 2007.d. Integration of ISU processes with IC Webclient.e. Implementation of complaints management using CRM… Show more Clients: Thames Water (pre-sales) & Implementation of UK Water template CRM - ISU solutionResponsible for: a. Migrating call centre solution from CIC Winclient to IC Webclient.b. Implementation of new Utilities Account Manager profile (role) to handle commercial and industrial customers.c. Implementation of extended contract management for CRM 2007.d. Integration of ISU processes with IC Webclient.e. Implementation of complaints management using CRM service processes with automatic routing using multilevel categorisation.f. Configuration of Alerts in IC Webclient.g. Configuration of ISU master data templates for CRM ISU.Smart Track for Utilities (Texas Utilities), North Americaa. Responsible for design and configuration of CRM solution including IC Webclient.b. Integrated following ISU Customer Services and Billing modules with CRM IC Webclient.c. Designed and configured CRM interactive scripts.d. Configured and implemented Alerts in IC Webclient.e. Configured ISU master data templates for CRM ISU integration. Show less

Pune Area, India

Clients:British Gas BusinessSAP

Leicester, United Kingdom

Involved in planning and effort estimation for design and build of master agreement solution.Involved in presenting master agreement solution to Centrica management through business workshops.Worked as team lead for CRM work-stream owning responsibility for all developments in this area.Worked and mentored team on CRM technologies.Involved in design of various business contract management processes Involved in CRM product configuration using PME (Product… Show more Involved in planning and effort estimation for design and build of master agreement solution.Involved in presenting master agreement solution to Centrica management through business workshops.Worked as team lead for CRM work-stream owning responsibility for all developments in this area.Worked and mentored team on CRM technologies.Involved in design of various business contract management processes Involved in CRM product configuration using PME (Product Modeling Environment).Developed pricing user exits for conditions in IPC (Internet Pricing and Configuration). Worked in condition areas such as formulae and requirements.Handle and coordinate all CRM middleware developments, administration, configuration, and monitoring.Designed and implemented migration approach for CRM service contracts. Show less

Walldorf, Germany

Designed and implemented critical master agreement concepts like asynchronous mass actions, data push-pull, and asynchronous renewal for master agreements.Prepared design documents for SAP deliverables that enabled British Gas Business to implement master agreements. Provided inputs regarding Beacon design that ensured SAP deliverables were tailor-made for British Gas Business.Managed delivery of SAP developments to British Gas Business via series of code-drops.