Ashwani Gupta
Management Consulting Manager
- Role
- Management Consulting Manager at Accenture
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Ashwani Gupta
I help organizations transform their contact center operations into intelligent…
Experience
Management Consulting Manager
Jun 2021 — Present · Gurugram, IN
I lead AI-powered contact center transformation programs that help Fortune 500 clients modernize operations, enhance customer experiences, and deliver measurable business value. My work blends strategic consulting with cutting-edge technologies like Generative AI and Agentic AI to create intelligent, autonomous, and customer-centric solutions.Key Highlights:Designed and implemented contact center digital transformation strategies integrating Generative AI to improve First Contact Resolution (FCR), reduce Average Handle Time, and optimize agent workflows.Created conversation flows and virtual assistant designs that boosted self-service containment by 30%, freeing agents to handle complex cases.Applied Interaction Analytics to uncover process inefficiencies, achieving 15% cost reduction and improving Net Promoter Score (NPS).Directed cross-functional teams in applying value realization frameworks, ensuring measurable ROI for multi-million-dollar programs.Collaborated with senior executives to develop transformation roadmaps and business cases that secured stakeholder buy-in.Mentored consulting teams in AI adoption, analytics-driven decision-making, and CX innovation best practices.
Education
University of Delhi
B. Com (Hons)
2002 — 2005
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