Geetansh Merani

SportyDesk is a customer service product for SportyBet.com. They were receiving a massive number of requests, but could not attend to more than 30% as the help button redirects the user to a live agent.
I led a team of eight, which included four back-end developers, two front-end developers, one UI/UX designer, and a product manager.
We designed the product to increase the response rate by building a chatbot integrated with Zendesk Chat and a knowledge-based system (KBS). In the new workflow, when a user clicks the help button, they are redirected to the help page.
Users can chat or browse the knowledge base to resolve the issue on their own. This includes more than 200 articles across various categories. Upon clicking the chat now option, a user interacts with the chatbot, identifies the issue, after which articles are suggested to help them solve the problem. If the issue still persists, users select the transaction they are facing an issue with and are then redirected to a live agent.
Issue resolution time decreased with agents now handling more tickets. My role was to get the feature designed, define APIs, and the back office admin portal with automation, Zendesk integration, load testing, and sprint planning.

The micro-finance company disburses Rs. 10,000 crore loans to self-help groups across a state in India. They receive weekly repayments in the tune of 200,000 to 600,000 daily in cash. The objective was to digitize the repayment process.
My role was to design the solution and get it implemented. The solution included integrating the micro-finance systems with a messaging service to remind the user of the pending repayment and a banking solution for the digital repayment of the loan amount. The messaging solution integrates with webhooks to perform specific actions for a closed group. It allows for one to many and 1-to-1 messaging privileges supporting different media types such as video, images, and rich text.
The repayment webhook integrates with a micro-finance banking system, which triggers a message regarding loan repayment. The customer clicks the Pay Now option on the message, after which the banking app opens, and the user enters their security pin to complete the transaction.
This project led to sales of 4.5 million JioPhone devices and subsequent recharges for a year. I designed and implemented the solution and obtained a confirmed order for the same from the client.

CouponDunia had launched offline coupons that could be used in offline retail stores like Marks & Spencer and Shoppers Stop. After analyzing the data, we realized that the lowest conversions were for stores in malls. Furthermore, a bad network and users turning off data led to inaccessible coupons. To resolve these challenges, we introduced two features, the offline mode, and geo-fencing. For the offline mode, users could save coupons as favorites to be available offline. Next, coupon details of the most frequented stores around these four locations were made available offline.
For geo-fencing, we sent the users a real-time notification about offers in a mall as soon as they entered a mall. We mapped all the malls on Google Maps and built a polygon using latitude/longitude coordinates. When the user triggered a geo-fence, the app checked to see if the customer was inside the mall polygon or not and show the notification accordingly.