Conversational BOT modernization with Large Language Model for Global Technology Leader

Objectives

  • Provide Conversational BOT development services for client’s Customer Interaction Management Team to automate the internal services for global associates across countries.
  • Leverage Google’s GCP and Conversational AI solutions to deliver the self-serving BOTs.
  • Extend Large Language Models (LLM) with innovative solutions on existing Conversational AI BOTs.

Challenges

  • Customer Interaction Management Solutions team manages a contact center as a service solution through multiple Conversational BOTs.
  • Conversational flow and overall conversational experience is designed and implemented within Dialogflow based on input from internal clients teams across geographies and BOT Dev program managers, and UX design teams.

Solutions

Google-Dialogflow-Img03
Design and build of Conversational AI BOTs using large language models to be used as contact center as a service solution.
Google-Dialogflow-Img04

BOT development: Build defined flow and Voice User Interface (“VUI”) Specs into Dialogflow CX (a virtual agent that handles concurrent conversations with end-users) and other platforms to build callbots or chatbots.

Google-Dialogflow-Img05
Design conversational flow and overall conversational experience within Dialogflow.
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Tracking and analyzing bot performance for continuous improvement and maintenance.
Google Dialogflow and LLM models-10
Technologies used: Google Cloud Platform (“GCP”), DialogFlow, Natural Language Processing (“NLP”)/ Natural Language Understanding (“NLU”), Generative AI, unstructured data processing, Machine Learning Operations (“MLOPS”)
Generative AI in Vertex AI for providing the foundation models from Google to build and customize atop these models.
Google-Dialogflow-Img08

Generative AI App Builder for
developers to quickly ship new
experiences including bots, chat
interfaces, custom search engines,
digital assistants, and more.

Outcome

40+ Conversational AI BOTs across multiple countries

Self-Help BOTs resolving issues with human intervention

Real-time data processing to support critical service

Multilingual voice bot to interact with customers in multiple languages

Reduce human intervention simplification of training/labelling

Large language Models (LLM) extensions for simplified interactions

GCP solutions GCP, Dialogflow CX

Continuous Innovation bots innovation with advanced solutions

Tech Stack

Python, Workflows, Vertex AI, Dialog Flow, LLM, BigQuery, Looker, LookML, Google Cloud Platform (“GCP”), DialogFlow, Natural Language Processing (“NLP”)/ Natural Language Understanding (“NLU”), Generative AI, unstructured data processing, Machine Learning Operations (“MLOPS”)

Ajay Malgaonkar

Chief Digital Delivery Officer

Ajay is a seasoned technology leader with over 28 years of experience driving digital transformation across global enterprises and helping clients achieve their strategic objectives. Ajay’s passion for innovation-led growth, coupled with his ability to scale operations while maintaining agility, makes him a natural fit for Agivant’s mission.


Before joining Agivant, Ajay spent a decade at Prolifics Corporation, a US-headquartered digital engineering firm, where he led integrated engineering teams and delivered transformative AI-driven solutions to marquee clients. His focus on innovation, scalability, and agility made him a key architect of Prolifics’ digital success.


Earlier in his career, Ajay spent ten years at Infosys, where he led the digital practice and delivered large-scale, complex e-commerce and transformation programs across North America, Europe, and the Asia-Pacific region. Ajay’s impact has been widely recognized in the industry. In 2023, he was named one of India’s Next 100 Future CIOs by ITNext and received the ET Inspiring Leader Award.


He holds a Bachelor's degree in Engineering from Sardar Patel College of Engineering and a Post Graduate Diploma in Information Systems from the Somaiya Institute of Management Studies and Research in Mumbai. Ajay’s career reflects a consistent ability to scale digital operations, lead high-impact transformations, and inspire cross-functional teams to deliver value with speed and precision.

Agivant Technologies

Sandeep Kishore

Founder and CEO

Sandeep is a proven CEO, key strategist, and trusted board director with over three decades of experience in the technology industry. He is a highly effective coach and mentor, known for his bold thinking and innovation. Throughout his career, Sandeep has demonstrated a remarkable ability to create and grow successful businesses.

Before founding Agivant, Sandeep served as an Executive Partner with Siris Capital Group, a leading Private Equity firm. Prior to that, he was the CEO & MD of Zensar Technologies from 2016-2021, where he spearheaded a massive turnaround, transforming the company into a fully digital enterprise. This successful transformation was featured as a case study by both Harvard Business School and London Business School.

Sandeep's career also includes over 25 years at HCL Technologies, where he held various leadership roles and built several billion-dollar businesses. An alumnus of IIT Bombay, he is a dedicated board advisor, mentor, and passionate advocate for social impact. He co-founded the Har Asha Foundation, a philanthropic initiative focused on helping young adults develop essential workforce skills. Beyond his professional achievements, Sandeep is also a published poet with two acclaimed books.

Agivant Technologies

Shree Krishna Somani

Head of Business Success

Shree is a dynamic and accomplished leader, uniquely positioned at the intersection of finance, strategy, and technology. As Head of Business Success at Agivant Technologies, he is focused on driving client centricity and overall organization effectiveness. He has a proven track record of delivering impactful results in leadership roles, consistently demonstrating an ability to translate vision into tangible outcomes.


Prior to Agivant, Shree served as Assistant Vice President at Aavas Financiers Ltd, where he led Business Process Re-engineering and Digital Transformation initiatives, showcasing his ability to modernize operations and enhance efficiency. He also contributed to enterprise risk analytics and strategic planning. Earlier, during his tenure in the CEO’s Office at Zensar Technologies, he played a pivotal role in driving corporate and business strategy, advising on M&A evaluations, and leading key strategic initiatives for the CEO. Shree began his leadership journey with the Aditya Birla Group Leadership Program.


An alumnus of XLRI Jamshedpur and University of Delhi, Shree blends a strong academic foundation with extensive practical experience. This combination underpins his proven ability to drive significant impact and deliver compelling business results across complex organizational landscapes.

Agivant Technologies