Mitesh Jadav Email and Phone Number

• Collaborated with product owner to enhance customer satisfaction throughLivechat and Chatbot solutions, resulting in a 30% improvement.• Created and documented use cases based on client requirements, ensuringfeasibility and post-deployment maintenance.• Integrated MSSQL database, replacing MongoDB as per client specifications,necessitating schema adjustments, yet preserving functionality seamlessly.Utilized tools like LUIS and QnA Maker to enhance bot user-friendliness.• Achieved a reduction in average conversation time, enhancing overallconversation efficiency of agent by enabling concurrent handling of multiplecustomer interactions. Integrated BMC Remedy for streamlined IT serviceprocesses, adhering to ITIL best practices.• Developed APIs to measure key performance indicators and displayed them ona dashboard. Established best practices and coding standards, resulting in aincrease in team productivity and fewer bugs found in production.• Designed and implemented multiple use cases and dialogs for chatbot,improving user engagement and satisfaction.• Integrated ServiceNow API to connect to external services for ticket creationand AI knowledge search API for enhanced customer support.• Replaced Chime with Genesys Live Chat, leveraging Web-messaging guest APIfor real-time communication, enhancing user experience.