Crispin A Jebin M

An AI software designed to enhance customer service interactions through automated chat, AI powered IVRS and comprehensive transcripts.

• Developed a UI-automator service capable of performing actions on web pages through plugins, leveraging a backend AI-powered service to ensure generality across use cases.
• Developed content management system to store and update customer knowledge bases, providing Generative agent with up-to-date resources to enhance functionality and performance.
• Implemented a robust scraping framework for efficiently ingesting customer's content and FAQs into the content management system.
• Contributed to the development of AutoAssist, a product designed to streamline customer support processes by leveraging AI to direct assistance for each message, enhancing agent productivity.
• Implemented rich link generation, typing indicator features within automated chat systems in a shorter duration while maintaining high-quality standards.

Koinbill - Simplified service to offer customers to make prepaid recharges, postpaid bills, internet & water recharges etc.

• Orchestrated the end-to-end development of Koinbill from design to implementation.
• Successfully integrated crucial features such as payment gateways and third-party services, enhancing the platform's functionality and user experience.

Blacklist Users - Feature to match the external blacklisted people to the internal users.

• Designed and implemented an advanced feature enabling seamless identification and management of blacklisted individuals within the system, ensuring enhanced security and compliance..
• Led the team and facilitated the adoption of Agile methodologies.

Support Portal - Web based customer service portal, solves customer requests & issues with ease and autonomously.

• Implemented entire email to ticket conversion part, identification of existing ticket from emails, handled entire email threading part in back forth communications to customers
• Designed and implemented entire rule engine service that helps stakeholders to create rules for communication, ticket update, logging and web hooks.
• Designed and implemented third party escalation service - Pagerduty with support portal which triggers automatic escalations on configured events and back storing the logs using web hooks.

Drafty - Line of Credit providing overdraft facility for customers who can't afford for costly bank loans.

• Integrated a third-party communication merchant with the product application for outbound communications - email & SMS.
• Migrated the communication module to python3 and refactored the communication component as a microservice.
• Aligned with the stakeholders and implemented the decision engine rules for the customer.

HiiP - Housing application which helps the below par people to find a property to be rented out.

• Developed features like raising legal action, maintenance cost against tenants.
• Worked closely with the on-site team in fixing the bugs that has been reported in the tenants, properties module.

• Built a model python console application to simulate user bank system - handling users and their balances and transfer funds between users.
• Built a web application using .NET framework with UI layer that makes cash deposits, transfer funds, pay bills with merchant and withdraw funds.