---
title: "Khushaal B - Senior Business Analyst in Bengaluru | Tal"
description: "Meet Khushaal B, Senior Business Analyst | Analytics, GenAI & Decision Intelligence | Customer Experience & Ops Optimization | Ex-Darwinbox based in Bengaluru. AI stack includes claude code, claude, and gemini."
image: "https://tal.club/meet/khushaal-b/share-image"
---

# Khushaal B on Tal

## Headline

Senior Business Analyst \| Analytics, GenAI & Decision Intelligence \| Customer Experience & Ops Optimization \| Ex\-Darwinbox

## About

Impact\-driven analytics professional with 3\.5\+ years of experience building AI\-powered decision systems, owning business\-critical metrics, and driving measurable outcomes at scale\. At Swiggy, I own end\-to\-end analytics for the Customer Care charter, supporting \~8\.5M monthly chats, and have delivered a \~2\.36pp CSAT uplift, \~₹25L/month in workforce planning savings, and 18–20pp improvement in Conversational AI \(BOT\) efficacy\. I specialize in turning ambiguous business problems into self\-serve, automated intelligence combining SQL, Python, GenAI, and real\-time streaming systems \(Flink\) to build systems that let stakeholders run RCA and make decisions independently\. Key focus areas: → Customer experience analytics & ops optimization → Conversational AI strategy & experimentation → GenAI\-powered automation \(classification, NL\-to\-SQL, STT\) → Workforce planning & cost optimization → Self\-serve decision intelligence ecosystems 📍 Bengaluru

## Location

Bengaluru

## AI stack

claude code

claude

gemini

openai

## Work experience

Senior Business Analyst at Swiggy, Oct 2025 \- Present · 1 yr 1 mo, Owned analytics for Swiggy's Customer Care charter \(\~8\.5M monthly chats across Food, Instamart & Toing\), identifying levers that delivered \~2\.36pp CSAT uplift, \~2pp ITO reduction, and \~4–5% CPO savings\. Built a self\-serve decision intelligence ecosystem integrating Auto\-RCA diagnostics, cohort attribution, NL\-to\-SQL \(Hermes\), and Claude — enabling stakeholders to independently run RCA and drive decisions\. Designed and shipped an ILP\-based workforce planning engine with shift logic, cost structures, and scenario modeling, generating \~₹25L/month in cost savings\. Led Conversational AI strategy and experimentation — improving WIMO BOT efficacy by 18–20pp \(Food\) and 14–15pp \(Instamart\) through journey redesign, nudge optimization, and model improvements\. Built a GenAI\-powered classification engine for L2/L3 WIMO intent tagging and a real\-time multilingual STT \+ translation pipeline enabling automation and conversational AI evaluation\. Engineered real\-time escalation monitoring using Flink SQL and streaming systems; authored ARDs for DECX Chat and TWB migration\. Identified critical operational gaps through deep\-dive analytics — restaurant pickup inefficiencies from inaccurate location mapping, PN delivery issues, and RX\-DX handshake bottlenecks\. Maintained foundational fact tables and reporting assets; contributed to analytics hiring and mentoring\.

Business Analyst at Swiggy, May 2024 \- Sep 2025 · 1 yr 5 mos

Business Analyst at Darwinbox, Jan 2022 \- Oct 2023 · 1 yr 10 mos, Bengaluru, Karnataka, India

Data Analyst Intern at KPMG, Sep 2021 \- Oct 2021 · 2 mos, Virtual

## Education

Bachelor of Engineering, Mechanical Engineering, J S S Academy of Technical Education, BANGALORE

Electronics, RNS PRE UNIVERSITY

[View the original profile](https://tal.club/meet/khushaal-b)

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