Loveneesh Bhatnagar

Software Engineer @Gigmo Solutions

Gurugram, IN

Engineered an AI-powered exception analysis microservice ( FastAPI, Docker ) for gigworkeroperations, leveraging modular LLM workflows ( CrewAI ), OCR -based image processing, andMicrosoft Dataverse /Graph API integration for automated validation and business rule.Built SurveyX, Customer feedback automation platform integrating Zendesk and Salesforce( OAuth 2.0 ) to auto-trigger NPS/CSAT/customised surveys post-ticket resolution; implementedMongoDB -backed pipelines and CX analytics dashboards with OpenAI -powered sentimentanalysis to surface trends, reduce churn risk, and improve service quality.Developed the TopX feature, revolutionizing customer service & agent productivity with advanced algorithms to recommend the top optimal ticket resolutions. Implemented Vector Search, Cross Encoders, and dimensional embedding for precise results, with a robust data pipeline using RabbitMQ, OpenAI’s Generative Model, and MongoDB for vector storage, enhancing agent efficiency and customer satisfaction.Implemented and maintained an ELK stack, configuring Logstash pipelines for centralised log management, which enhanced data accuracy, leading to a 40% reduction in troubleshooting time and a 30% improvement in system reliability.Developed a unified dashboard for Customer Success Managers, integrating organization-level insights on subscriptions, agents, feature usage, and customer journeys, ensuring seamless integration and real-time updates for data-driven decision-making.Designed text classification system using fine tuned RoBERTa-Large model for precise classification and containerized the application using Docker.Optimized system performance through event loops for parallel processing, background task queues, and Redis caching, significantly improving responsiveness and load times.Developed an AI-driven productivity application, designing and implementing 100+ FastAPI routes to support admin and agent functionalities.

Chitkara University

Bachelor of Engineering - BE