Technology Analyst
Current🔵 Improved the overall authentication success rate of the chatbot from 60% to 92% by creating a real-time dashboard on Google Looker to provide data insights on different failure reasons and generating reports on customers refusing authentication. 🔵 Provided deep insights on self-service features offered by the bot by creating a KPI dashboard to capture and highlight granular data, categorizing chats into successful, failed, partially self-served, and abandoned categories. 🔵 Established the metrics for the bot's Containment Rate by leading the complete ETL process to capture Dialogflow CX data into BigQuery. Processed the data to group hundreds of chat intents into six main categories and combined it with self-service chat data. 🔵 Successfully led a team of 5 members on various projects, fostering a collaborative and productive work environment by coordinating project timelines, setting clear objectives, and ensuring the timely delivery of high-quality work. 🔵 Developed the entire CCAI journey for each session to capture the transcript between the user, bot, and live agent. This involved processing data from Google Storage Bucket to BigQuery in a suitable format and creating a data pipeline using Cloud Functions to move data to BigQuery tables. 🔵 Created dynamic canned reports on Looker that were used by the client to provide agent compensation. This involved migrating the underlying data for canned reports from the CCAI platform to BigQuery and then developing multiple report dashboards on Looker.
