Tapas Patra
Ex Bata India Ltd | Ex ITC | Ex Reliance, Strategic Retail and Marketing Leader | Driving Business Growth and Innovation for 22+ Years | Expertise in Retail Operations, Merchandising, and Customer Experience
- Role
- Senior Content Manager at Samsung SDS
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Tapas Patra
I am an experienced retail and marketing professional with 21+ years of experience in the…
Experience
Senior Content Manager
Jul 2021 — Present · Gurugram, IN
Developing and managing Samsung\'s WhatsApp & Web chatbot program to improve customer engagement.• Designing and implementing chatbot conversation flows that provide accurate and relevant responses to customer queries and issues. • Monitor chatbot performance metrics, such as customer satisfaction, resolution rate, and response time, and implement continuous improvements to optimize chatbot performance.• Use data analytics tools to analyze chatbot conversation data and identify areas for improvement, such as commonly asked questions and potential areas for automation.• Developing and implementing a chatbot analysis program for customer service to understand the various aspects of Agent Transfer and resolution rates which can effectively use to improve customer interactions.• Monitor industry trends and advancements in chatbot technology and make recommendations for new features or capabilities that could improve the customer experience.• Improving the content of chatbot for better customer understanding. Conducting regular audits of the chatbot\'s response library and making necessary updates to ensure that the chatbot\'s responses are accurate, concise, and easily understood by customers.• Improving the cognitive experience of the chatbot operation for better customer experience. Incorporating cognitive computing and machine learning technologies into the chatbot to improve its ability to understand and respond to customer queries in a more personalized and efficient manner.
Education
ABMS Management Institute
Master of Business Administration - MBA, Retail & Marketing
Calcutta University, Kolkata
Bachelor of Commerce - BCom, International Business/Trade/Commerce
K R Network Cloud Institute
Red Hat Certified System Administrator , Computer Software and Media Applications
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