Shobhit Saxena

RESEARCH PHASE
During this phase, I met with the internal sales team, supply chain management, and external customers to conduct in-depth interviews and surveys and identify what was working and what could be improved.

PLANNING PHASE
I defined the problem: turnaround time took 27 days, and document collection took the longest; there were issues with document set re-requests; and the bank statement and profit and loss (P&L) analysis were made manually. Internal stakeholders agreed with the problem definition.

I automated the metrics tracking and reporting, and we brainstormed on the problems, processes, and product solutions. We achieved small wins, such as having a checklist for customers as a quick fix sent via email and added as a product feature. We also removed duplicate work created due to separate systems. We then planned the big wins and developed the roadmap.

BUILD PHASE
We implemented the small user stories and feature requests, performed user acceptance testing, and gathered user feedback. We built the checklist and document management system, automated the banking and P&L analysis, and made the workflow flexible.

RELEASE PHASE
During the release phase, I created a training and feature awareness plan for the product.

I listened to customer call center recordings and customer feedback and studied the return ticket data to help understand the problem. Customer anxiety was high, and the process was not known to many.

I addressed the anxiety problem by improving the product experience and saw a massive impact. I added personalized return process infographics and revamped the UI/UX for the return ticket journey. I also codified all stages and educated customers on the next steps, tentative timeline, and overall timeline.

Lending is a highly regulated market in India. I ideated, conceptualized, and prepared the vision and roadmap for the new lending lead generation website. I also educated and aligned the board members and the compliance, legal, and marketing teams on the new fintech business and regulations. This was in addition to designers, developers, and QA engineers involved in research and development.

I oversaw the design of the fulfillment system responsible for delivery orders, shipments, invoice generation, delivery confirmation, proof of delivery reminders, and collection.

Led the ideation, development, and successful implementation of the medical review product—a revolutionary solution designed to transform the processing of extensive medical documentation.

Leveraging my expertise in optical character recognition (OCR) and large language models (LLM), I meticulously orchestrated a product capable of handling 1,000+ pages of medical records with unparalleled accuracy.

The product uses OCR technologies to convert scanned or image-based documents into machine-readable text, while sophisticated document classification algorithms facilitate precise identification and categorization of diverse document types. Detailed product discovery and nurse interviews lead to a user-friendly interface. The innovative inclusion of LLM technology allowed for a nuanced understanding of medical histories; this groundbreaking solution has revolutionized document management and resulted in a substantial 40% improvement in overall productivity.

Ensured commitment to data security and compliance with healthcare regulations, such as HIPAA, to deliver solutions prioritizing confidentiality and integrity in medical document processing.

Data Genie is a groundbreaking product designed to empower CxO and business leaders by providing a seamless and intuitive interface to interact with their data. In response to the challenges posed by multiple Business Intelligence (BI) dashboards, where cross-analysis often requires time-consuming processes or the involvement of data analysts, Data Genie emerges as a transformative solution.

This innovative platform allows users to engage with their data through natural language, eliminating the need for complex queries or specialized technical skills. Users can access real-time insights by simply posing questions in the text as Data Genie generates the SQL queries behind the scenes, facilitating swift and efficient analysis. The result is a significant time-saving mechanism, enabling leaders to make data-driven decisions on the fly.

Data Genie simplifies the data querying process and democratizes access to insights, making data analytics more accessible across organizational hierarchies. With its user-friendly interface and powerful analytical capabilities, Data Genie stands at the forefront of modern data-driven decision-making, fostering a culture of agility and informed strategic choices within organizations.

The Chatbot, an innovative fusion of GenAI and large language models (LLM), revolutionizes member support by providing benefit advocates and customer success teams with a dynamic tool to swiftly address inquiries related to benefit summary documents and policy details. This cutting-edge solution excels in ingesting and comprehending complex data from benefit summary documents and policy URLs, transforming it into easily accessible information.

By leveraging GenAI, the Chatbot ensures adaptability and continuous learning, refining its ability to deliver precise, contextually relevant responses. The Chatbot acts as a force multiplier, optimizing human operators' efficiency in navigating vast amounts of information and significantly reducing response times.

Operational with a "human in the loop" approach, the Chatbot seamlessly integrates AI capabilities with human expertise, enhancing overall productivity. This collaborative synergy allows human operators to focus on more intricate tasks and member interactions while the Chatbot handles routine inquiries with unparalleled speed and accuracy. Advanced search functionalities contribute to a streamlined user experience, improving member satisfaction.