Raghu Chukkala
Sikkim Manipal university
Little Elm, Texas, United States
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Raghu Chukkala is an experienced AI Chatbot Engineer/Architect with extensive expertise in software development, including specialized experience in chatbot architecture and Generative AI solutions. Currently working at one of the largest telecom companies, Raghu has established himself as a leader in designing and implementing sophisticated conversational AI systems.
Throughout his career, Raghu has engineered complex Google Dialogflow ecosystems with numerous intents and entities, achieving impressive intent accuracy through regular retraining pipelines. He has built advanced sentiment-driven escalation systems using Dialogflow NLP and custom fine-tuned LLMs, significantly reducing repeat agent transfers through targeted intent retraining.
A key achievement in Raghu's work has been the cross-platform unification of various messaging channels including RCS, Apple Messages for Business, SMS, and WhatsApp, resolving protocol incompatibilities and enabling seamless customer service workflows for millions of users. His multi-channel failover system design improved containment rates and achieved high customer satisfaction in WhatsApp payment flows.
Raghu has demonstrated exceptional technical prowess in developing React-based interfaces for Live Person agents and implementing high-performance data streaming with Kafka clusters that process numerous events during peak periods. His Redis caching implementation slashed API latency, significantly improving system responsiveness for high-frequency user data access.
Prior to his current role, Raghu served as a Chatbot Developer and Lead Mobile Apps Developer at the same telecom company, where he pioneered AI-powered image processing systems for troubleshooting and developed cross-platform applications using Flutter, React Native, and Kotlin Multiplatform. His earlier experience at Tech Mahindra as a Full Stack Developer provided him with a strong foundation in RESTful APIs, microservices, and full-stack development.
With his Master's in Computer Science and comprehensive skill set spanning Google Dialogflow, Gen AI, LLM fine-tuning, machine learning, Java microservices, and mobile development, Raghu Chukkala continues to drive innovation in conversational AI and deliver scalable, high-performance solutions across diverse industry applications.He is deeply invested in the future of AI and its potential to revolutionize how businesses connect with their customers.
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Beyond Chatbots: How CCAI is Reshaping Customer Experience in the Digital Age
Conversational AI has evolved from simple chatbots to sophisticated systems that handle billions of interactions daily. This presentation explores how Contact Center AI (CCAI) is transforming customer service operations across industries, delivering measurable improvements in resolution times and satisfaction scores.
Drawing on real-world enterprise implementation data, we'll trace the technical evolution from rule-based systems to today's advanced NLP models that understand nuanced human intent across multiple languages. We'll examine how transformer architectures have significantly reduced contextual errors, while reinforcement learning has enhanced response relevance and accuracy.
Organizations implementing CCAI report compelling ROI metrics: substantial cost savings, fewer escalations, and improved first-contact resolution rates. However, challenges persist in bias mitigation and integrating multiple communication channels effectively.
Our presentation introduces an ethical AI framework built on extensive customer interaction analysis, demonstrating how thoughtful implementation protects privacy while reducing agent burden. Contrary to replacement fears, our data shows CCAI primarily augments human capabilities, enabling agents to focus on complex cases requiring emotional intelligence and judgment.
We'll conclude with a practical roadmap for organizations looking to implement CCAI, featuring proven strategies that have helped companies achieve significant returns within their first year of deployment.
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