Shwetha Ravichandran

POC for all the Chatbots and self-service initiatives focused on delivering a seamless digital support experience. Expert in designing & implementing conversational bot workflows that can engage and auto-resolve customer queries. Developed frameworks that enabled the bots to achieve a 95.6% answer rate & 10% resolution rate.
 Reduced the chat ticket volume by 24% by redefining the support touchpoint on the self-service portal. Created & managed the content of the solution articles in the Knowledgebase.


Technical Account Management for key customer accounts in the APAC and ANZ region. Solved customer issues by troubleshooting and identifying the root cause and providing business-appropriate solutions. Delivered an overall customer satisfaction rating of 95.2% on all my interactions with customers.
 Compiled and delivered customer shareable incident reports post support incidents. Face of the support team on Twitter and Facebook. Conducted Product Demos and training sessions for onboarding customers.

Acquired in-depth and hands-on Product training

▪ Graduated in First Class with distinction scoring a GPA of 8.03 out of 10 ▪ Top 10% of the University Dean's list for the academic year 2017-2018