Global Technology Leader saves 50 % processing cost with Next Gen support automation powered by LLM

Using Intent Feedback Loop Automation, Multi-turn conversation coherence, and NLG-based on-demand conversational analytics

Objectives

  • To transform customer experience using LLM-based hyper-automation solutions
  • The current conversational AI solution deployed is trained on limited intents and phrases and is unable to map 50% of the conversations
  • A lot of manual effort goes into extracting missed utterances from the bot and mapping them with the right intent to re-train the bot
  • Key business insights difficult to retrieve from current dashboard

Challenges

  • Distributed / unstructured data environment
  • Data accuracy and performance is of high importance
  • Integrated customer internal enterprise applications
  • 200+ complex conversational multilingual bots

Solutions

Automate feedback loop with the help of LLMs and existing data science models for classification of missed utterances. Summarization of Dashboards/Charts powered by Generative AI (NLG). Adding Generative AI features to the existing conversational bots

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Embedding Large Language Model – Classification logic within LLM using embedded data, entities, and utterances to calculate a mapping score gets calculated.

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ML Model – Created based on LLM data and once trained saved in the client’s cloud for further reference.
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Python Notebook – ML and embedding logic will be executed in python notebooks in a scheduled manner.
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BOT Training API – Re-training of the bot with new classified data (intent-utterances mapping).

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On-demand dashboard framework created to track metrics as sentiment analysis, context management metrics, AI recommendation for new workflows

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Using NLG to generate summary of the dashboard which will help in drawing required business insights customised to stakeholder persona

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Added Generative AI inbuilt features to the current bots : Generators, Generative fallback, and answer feedback

Outcome

~90% Automation achieved for conversations
Improve End customer experience enabling contextual conversation with 94% confidence score
Custom business insights summary as per stakeholders using generative conversational analytics

Integration with Enterprise Application to automation feedback loop

Agile Methodology for acceleration of development

Proprietary Technology for quick adoption of customer environment to deliver in secured environment
Self Service Ability across all enterprise layers
Tech Stack

Python, Workflows, Vertex AI, Dialog Flow, LLM, BigQuery, Looker, LookML

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