Headline

Product Manager | AI, CRM & Customer Experience | Built Chatbot, Voicebot & Field Tech Products | Driving Digital Transformation at Orient Electric

About

I am a Product Manager currently working at Orient Electric (CK Birla Group), where I build AI-driven customer experience and field service products across CRM, automation, conversational AI, and technician ecosystems. Over the past 2+ years, I have led multiple 0-to-1 product launches including: • AI chatbot (Haptik) • AI voicebot (Engagely.ai) • Technician field mobility app • E-Warranty platform • CSAT & NPS systems Some key outcomes: • Increased chatbot-led ticket share from 3% to 25% • Improved non-voice support adoption from 7% to 31% • Improved NPS from -19 to +42 • Built products for 1,600+ pan-India field technicians My work sits at the intersection of: • Product Management • AI & Automation • Customer Experience • CRM & Field Service Digitization Coming from a Computer Science background and MBA in Marketing from SCMHRD Pune, I enjoy combining technology, business thinking, and customer behavior to solve large-scale operational and user experience problems. Core areas of interest: Product Strategy | AI Products | Conversational AI | Customer Experience | CRM | Field Tech | Automation | Digital Transformation

Location

Kolkata

AI stack

langgraph

llava

metaai

opencode

Work experience

Product Manager at Orient Electric, Jun 2025 - Present · 1 yr 1 mo, Product Manager | June 2025 – Present Leading digital product initiatives across AI, CRM, customer experience, and field service transformation at Orient Electric. • Led launch and scale-up of AI chatbot platform (Haptik), increasing chatbot-led ticket registrations from 3% to 25% • Worked on rollout of AI voicebot automation (Engagely.ai) for repetitive customer support use cases and IVR optimization • Driving CRM enhancements, workflow automation, and API-based integrations to improve operational efficiency • Built and scaled technician mobility solutions for 1,600+ field technicians across India, improving adoption and workflow visibility • Worked on customer journey optimization initiatives contributing to significant improvement in CSAT and NPS metrics • Collaborate with cross-functional stakeholders including business, operations, service teams, and developers for product delivery • Prepare PRDs, user stories, process flows, and roadmap requirements for digital transformation initiatives

Management Trainee at Orient Electric, Jun 2024 - May 2025 · 1 yr, Worked on digital transformation and customer support digitization initiatives across CRM and service operations. • Supported implementation of digital warranty registration platform and customer support automation initiatives • Coordinated with internal teams and technology partners for CRM enhancements and process optimization • Worked on service process digitization, technician workflow tracking, and operational reporting • Assisted in rollout of customer experience initiatives including CSAT and feedback systems • Contributed to requirement gathering, testing, stakeholder coordination, and implementation support for digital projects

Digital Marketing Intern at ICICI Home Finance Company Limited, Dec 2023 - Jan 2024 · 2 mos, Mumbai, • Worked on digital marketing and social media initiatives for customer engagement and brand visibility • Conducted competitor benchmarking and market analysis across BFSI brands to identify digital communication trends • Supported campaign planning, content ideation, and Instagram marketing initiatives • Contributed to mascot launch and brand communication activities for customer outreach • Coordinated with internal stakeholders on digital campaign execution and engagement tracking

Summer Intern at DCM Shriram LTD, Apr 2023 - May 2023 · 2 mos, Delhi, India

Programmer Analyst at Cognizant, Jun 2021 - May 2022 · 1 yr, Hyderabad, • Worked on backend database operations and workflow automation for enterprise-level projects • Used MySQL for data processing, query optimization, and schema-level operations • Collaborated with cross-functional teams to support application and database-related requirements • Contributed to process automation initiatives to improve operational efficiency and reduce manual effort • Gained exposure to enterprise systems, agile workflows, and large-scale technology delivery environments

Education

Master of Business Administration - MBA, Marketing, Symbiosis Centre for Management and Human Resource Development

Bachelor of Technology - BTech, Computer Science, University of Engineering & Management (UEM)