Kapish Luhariwala

About Kapish Luhariwala

Data Scientist with 3+ years of experience delivering $70M+ in business impact by building production-ready LLMs, predictive models, and enterprise-scale AI systems. At Verizon, I’ve designed solutions that cut call resolution time, improved customer retention, and optimized resource allocation across 15+ systems.I specialize in LLM fine-tuning, forecasting, and retrieval-augmented generation (RAG), with hands-on expertise in PyTorch, Hugging Face, GCP, and LangChain. My work spans from DistilBERT-based intent prediction to RAG-powered chatbots that reduce repeat calls, and capacity forecasting models that improve operational efficiency.Beyond technical delivery, I lead initiatives at the intersection of AI and business strategy — architecting cross-system data intelligence frameworks, developing observability dashboards for proactive issue detection, and enabling automation that scales across the enterprise.Currently, I’m focused on advancing agentic AI and generative AI platforms that drive measurable impact in customer engagement, workflow automation, and intelligent decision-making.

Experience

1. Eng- Ii Data Science

   Verizon

   Jul 2022 — Present · IN

   Created a call capacity forecasting model using ARIMA and stacked models, improving response time and operational efficiency.• Engineered a chatbot-based agent guidance system with Retrieval-Augmented Generation (RAG), reducing repeat calls and enhancing customer retention.• Fine-tuned DistilBERT for intent prediction, improving IVR-driven customer interactions and reducing resolution time.• Developed AI-driven forecasting models and guidance systems, optimizing resource allocation and enhancing customer experience.• Built scalable data intelligence frameworks to improve strategic decision-making and cost efficiency.• Designed and deployed AI-driven observability dashboards, automating proactive issue identification and root cause analysis.• Led the design and implementation of a scalable user interaction repository, integrating multiple systems for real-time insights generation.• Developed an interactive analytics platform for tracking key performance metrics, automating anomaly detection for accuracy drops and error spikes.

Education

• National Institute of Technology Durgapur

  Bachelor of Technology - BTech, Electrical Engineering

  2018 — 2022