support_agent

Tata Consultancy Services Ltd

OTK - Chatbot Implementation (Outokumpu)

arrow_backBack

December 2021 - October 2024

Developer / Core Chatbot Developer

Built and scaled enterprise chatbot capabilities across multilingual AI conversations, RAG-based retrieval, platform integrations, and production-grade cloud delivery for OTK.

Dec 2021 - Oct 2024

Project period

Core Chatbot Developer

Role

AI + Backend + Infra

Work type

Zero SLA Breaches

Reliability

Project Overview

OTK - Chatbot Implementation (Outokumpu)

  • Role: Developer / Core Chatbot Developer.
  • Delivered a multilingual enterprise chatbot platform with automation-first design.
  • Implemented ML model workflows in Python (Jupyter) and integrated them into chatbot architecture.
  • Introduced GenAI capabilities for richer responses and action-oriented flows.

GenAI and RAG Engineering

RAG and Prompt Workflows

  • Implemented RAG-based chatbot architecture with vector embeddings and LangChain retrieval chains.
  • Integrated OpenAI APIs for response generation and action automation.
  • Built prompt automation and guided suggestion workflows for high-quality answers.

Yellow.ai Development

  • Served as core developer on Yellow.ai chatbot framework.
  • Built conversational flows, dialog logic, and enterprise automation paths.

Platform Integrations and Backend

Enterprise Integrations

  • Integrated ServiceNow, Genesys Chat, Twilio, Redis, and Microsoft Adaptive Cards.
  • Handled authentication keys, service reliability issues, and third-party dependency behavior.

Company Communicator Notification Bot

  • Built a POC User + Agent notification bot for OTK client needs.
  • Integrated notification bot with ServiceNow and existing chatbot ecosystem.
  • Completed and delivered the POC within a one-month deadline.

Backend and Microservices

  • Developed chatbot backend services in Node.js for dialogs and response routing.
  • Built Python ML services exposed through Flask APIs and connected with Node.js flows.
  • Implemented microservice-based APIs for chatbot and ML model interaction layers.

Cloud, DevOps, and Architecture

Azure Deployment and CI/CD

  • Owned Azure infrastructure setup, environment configuration, and production deployments.
  • Implemented Azure DevOps CI/CD pipelines with automated build, test, and deployment stages.

Architecture and Security Routing

  • Created architecture diagrams for the Company Communicator app.
  • Designed single-tenant traffic flow and collaborated with internal security teams for routing controls.
  • Defined integration architecture across chatbot, notification bot, ServiceNow, and Azure infrastructure.

Testing, Stability, and Defect Management

Reliability Engineering

  • Executed unit, integration, end-to-end, and performance testing for chatbot workflows.
  • Validated keys, credentials, and integration fallbacks before production release.
  • Maintained zero SLA breaches and defect-controlled production deployments.

Defect Lifecycle Handling

  • Resolved dialog failures, API integration bugs, expired keys, and Redis connectivity issues.
  • Handled service dependency and third-party issues with risk-prioritized fixes.
  • Followed full defect lifecycle: identification, prioritization, remediation, and production validation.

Additional Contributions

Team and Capability Growth

  • Conducted knowledge transfer sessions on Azure handling for team members.
  • Supported solution architecture through system design diagram preparation.
  • Suggested chatbot optimization improvements for response quality and performance.
  • Expanded practical capabilities across Python, microservices, Azure, MongoDB, GenAI, and infrastructure as code.

Technology Stack

PythonNode.jsJavaScriptOpenAI APIsLangChainVector EmbeddingsYellow.aiFlaskMicroservicesRedisPostgreSQLMongoDBServiceNowGenesysTwilioMicrosoft Adaptive CardsMicrosoft AzureAzure DevOpsCI/CD PipelinesContainerization