▪︎ Developed an AI-powered solution for workflow and efficiency enhancement in Indian BPOs for the EY Techathon 5.0. ▪︎ Focused on automating routine tasks and streamlining workflows to address manual inefficiencies and fragmented knowledge bases. ▪︎ Implemented real-time AI-driven insights, including sentiment analysis and intelligent call routing, to enhance customer interactions and agent productivity. ▪︎ Designed features for smart AI summarization, prioritizing customer cases, and optimizing data retrieval for policy validation and call scheduling. ▪︎ Aimed to improve key metrics such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), and First Call Resolution (FCR).