Sunil Issar Email & Phone Number

Ashburn, Va, Us

Washington D.C. Metro Area

Leading professional services to optimize business metrics and caller experience through improvements in IVR and call center processes. Focused on Text Analytics solutions to improve call center metrics, Predictive Analytics to improve caller experience and IVR enhancements to improve business metrics (completion rates, misroute rates) and caller experience.

Optimized speech application performance for Health Care, Insurance, Travel and Retail IVR applications.Built SLM (statistical language models) for NLU (natural language understanding) applications.

Extensive experience in Customer Relationship Management Professional Services designing and deploying solutions to improve customer care. Focused on use of Analytics for assessments. Responsible for meeting client business metrics and customer satisfaction (CSAT) goals. Provided thought leadership through presentations, patent submissions and mentoring. Collaborated with Fortune 1000 companies in banking, insurance, airline, transportation, telecom and government to improve customer care using self-service solutions. Improved key business metrics like call completion and caller satisfaction leading to major savings in call center operational costs.Developed innovative approaches for behavioral analysis and building models for Natural Language applications using Quality Assurance (QA) data from contact centers. Designed noise filtering tools to improve commercial social media products. Accurately classified 90% of social media data as non-actionable (noise) for a large computer manufacturer.Conducted detailed IVR application tuning to optimize business metrics, call routing accuracy, speech recognition accuracy and caller satisfaction goals. Recommended integration with other products like DDS to improve customer experience for frequent callers.Designed and deployed Natural Language call routing applications. Worked with agents and team leads on training, and to understand agent perspectives on automation issues. Designed enhancements for agent desktop reducing agent time and improving accuracy of data. Significantly reduced call center costs by reducing misrouted callsWorked with research on design of a secret agent and to analyze its performance. Supported sales process for acquiring new clients and new opportunities with existing clients. Presented several papers at leading speech technology conferences. Managed speech science team in Professional Services. Mentored speech scientists and User Interface designers.

Managed integration of speech technologies into voice portals at MicroStrategy

West Palm Beach, Florida Area

SME in Speech Business Unit with key technical role in enhancing IBM Via-Voice telephony (VVT) toolkit to simplify NLU application development.

Greater Pittsburgh Area

Extensive experience in improving core speech recognition and natural language understanding technologies. Principal Investigator on federal grant for research project on spoken language interface to a library catalog. Improved performance of CMU Sphinx speech recognition and Phoenix natural language understanding systems. Worked on fast match techniques and tree representation for faster search. Worked on integration of multiple knowledge sources, modeling techniques for multi-pass recognizer, tightly coupled ASR and NLU system, and class-based language models to improve recognition and semantic accuracy. Worked on integration of compression algorithms, and acoustic model training for different environments.

Ph.D.

Education record