Conversational AI & Product Ownership
Conversational AI & Product Ownership Expertise
Designing, scoping, and deploying virtual agents integrated into your customer engagement ecosystem.
I act as an AI Product Owner to transform customer journeys and automate support through enterprise virtual agents (Cognigy AI, Freshworks, RAG/LLM architectures).
Core Pillars & Use Cases
Product Ownership & AI Scoping
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Functional Scoping & Roadmap: Product roadmap definition, identification of high-ROI enterprise use cases, and KPI tracking.
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Agile Execution & Backlog Management: User Story creation, Jira backlog grooming, and facilitating Agile ceremonies (Sprint Planning, Dailies, Retrospectives).
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Conversational UX Design: Conversation flow mapping (Bot flow design), Intent management (NLU), and brand voice alignment.
Architecture & Technical Integration
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Enterprise AI Platforms: Hands-on mastery of industry-leading platforms Cognigy AI and Freshworks (Freshchat / Freshdesk).
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LLM & RAG Architectures: Integration of Generative AI language models powered by RAG (Retrieval-Augmented Generation) to ensure reliable, knowledge-base-grounded responses.
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System & API Connections: Seamless synchronization between virtual agents, CRMs, ERPs, and third-party databases (low-code).
Tech Stack & Key Metrics
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AI Platforms: Cognigy AI, Freshworks (Freshchat/Freshdesk), OpenAI API.
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AI Tech: RAG (Retrieval-Augmented Generation), LLM, NLU/NLP.
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Project Management Tools: Jira, Confluence, Miro.
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Methodologies: Agile / Scrum, Design Thinking, User Journey Mapping.
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-40% reduction in support handling time driven by AI virtual agent automation.
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+30% increase in Customer Satisfaction (CSAT) through personalized, 24/7 conversational flows.