Amit Joshi
Sr. Engineer @ AVL | Optimizing Knowledge Base Usability
- Role
- Sr Engineer at AVL
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Amit Joshi
AI-focused professional with experience in Generative AI integration, Document AI, basic…
Experience
Sr Engineer
Jan 2021 — Present
At AVL, I managed the end-to-end content lifecycle for technical knowledge articles, ensuring accuracy and alignment with product releases. I prepared, configured, and optimized Agentforce Service agents within Salesforce Service Cloud, applying AI-driven workflows using Prompt Builder, Flow, and Einstein capabilities to deflect cases, automate resolutions, and enhance chatbot responses. By optimizing content for NLP/NLU models and applying Knowledge-Centered Support (KCS) practices, I improved self-service deflection and first-contact resolution rates.
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