At Airtel Digital I worked on a Customer Experience Management platform for Airtel Business — a multi-tenant system where agents listen to, route, engage with, and analyse conversations across Email and Social channels. The headline result: the cost of responding to a customer query dropped by ~80%.

Where the savings came from

Most of the cost wasn't the reply itself — it was the time agents spent context-switching, re-typing the same answers, and manually routing tickets. So we attacked all three.

A workflow builder for non-engineers

The biggest lever was a rules/workflow builder that let ops teams configure routing and automation without shipping code:

rules.ts
type Rule = {
  when: Condition[]; // all must match
  then: Action[]; // run in order
};
 
const autoRouteRefunds: Rule = {
  when: [{ field: "intent", op: "eq", value: "refund" }],
  then: [
    { type: "assign", team: "billing" },
    { type: "reply", template: "refund_ack" }, 
  ],
};

Standardising the boring parts

I also built a reusable CRUD module that standardised how teams built list/detail/edit screens — same patterns, same validation, far less repeated work across the org.

function createResource<T>(config: ResourceConfig<T>) {
  return {
    list: () => api.get<T[]>(config.path),
    get: (id: string) => api.get<T>(`${config.path}/${id}`),
    create: (body: Partial<T>) => api.post<T>(config.path, body),
    update: (id: string, body: Partial<T>) =>
      api.patch<T>(`${config.path}/${id}`, body),
  };
}

Owning quality

I owned releases and quality gates with instrumentation on latency and error rate, pairing closely with design, QA, and PM. Measuring the right things made the 80% real and durable — not a one-off spike.