Industry Experience: 25+ years
Academic Excellence: B.E. (Electrical Engineering), Executive Development Program @ Harvard
Highlights regarding implementations in 2016: Our organisation sucessfully completed the overall transformation of usage of multi-channel to cross-channel and finally the Omni-Channel way where our customer service agents act as brand ambassadors for an e-commerce customer. Also, Platform enabled services for example Web-chat environments with chat-bot enablement and building intelligence in the same to capture and update the database.
We implemented RPA (Robotics Process Automation) for a process in e-commerce and chat environment that provided us with the ability of mapping business processes that are definable, repeatable and assign a software to manage the execution of the process typically termed as Robotizing the process. By way of the power of AI we were able to enhance the platform by way of bringing the back office processing to level with the digital automation as front office. The concept used was the cognitive computing powered with machine learning techniques and natural language processing developed a powerful platform.
Plans for 2017 from technology and projects’ point of view: Expanding the RPA and omni-channel platform is the first key toward the expansion across other processes. Working towards the IOT devices and support mechanism for IOT by way of training associates to manage any IOT device and build consolidated / aggregated application to maneuver the rectification process and explore other areas to set up support model thru the BPO. Moving with the converged infrastructure and cloud based model is going to be in limelight.
Success mantra: Learning is a great opportunity always and never-ending too. My global exposure, knowing of market gaps for technology innovations and interactive discussion with leaders having futuristic vision, participation in networking events had always given me a great opportunity to enhance my knowledge and skills.
Favorite piece of personal technology: Apple iPhone and an intelligent car
Hobbies pursued in free time: With artistic flavor have a good inclination to painting. Travelling and watching movies had been my all time favorites
About the family: Wife as a working professional. Son as a Product, Industrial, Automotive and Interaction designer
One good book read recently: “The Lost Kingdom of Swastika”
Favorite holiday destination: Austria and Holland. They are so very culturally associated and specifically the high-quality Dutch art and design is marvelous. There architecture aces, dance, fascinates a lot and happen to be too pleasant and soothing places.
Social network most active on: LinkedIn
Preferred Cuisine of Choice: Any English (light) or Chinese cuisine
Favorite Sport: Cricket
