Anup Agrawal
Software Engineer @Tata 1mg
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WORK HISTORY
Software Engineer @Tata 1mg
Gurgaon, IN
Working in CX Console and Care Plan Team of 1mg.• Involved in designing and maintaining the application architecture as Chat, Chatbot, CS Console and Journey.• Implementing features of Chat system of 1mg from the perspective of its horizontal and vertical expansion.• Developed agent facing chat UI from scratch.• Working on different chatbots to increase the automation of user queries and to decrease the agent load to handle customers with basic concerns as ETA of the order, Cancellation etc.• Developed one console for all admins to remove overhead of working with different customer portals. Managing it actively.• CS Console provides better customer query resolution and CS agents reduce their AHT by 1/3x.• Working upon a new product named \"Journey\" which involves all the verticals of 1mg such as pharmacy, doctors and labs.
EDUCATION
UIET Panjab University
Bachelor of Engineering - BE, Computer Science
SKILLS
ABOUT ANUP AGRAWAL
Software Developer with a demonstrated history of working in a information industry…
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