Mithila Pradhan

Supported conversational AI documentation for agent assist and conversational insights for new product and feature launches.

Designed conversation flows for telecom clients using Google CCAI solutions to help transform contact centers.

Built voice bot and chatbot scripts for critical user journeys across healthcare, finance, and retail clients.

Created user personas, flow models, and Lucidchart diagrams to map call and chat interactions.

Worked with engineers, data scientists, and product managers to define requirements, strategy, and goals.

Reviewed end-to-end bot and user journeys, identifying intent recognition issues, misrecognition, no match scenarios, system failures, and out-of-scope handling to enhance user experience.

Led dialog design for Google projects, supporting DDS process, prioritizing tasks, and conducting taxonomy review in AAM tool to streamline development.

Acted as POC in Agent Assist COE team, summarizing, evaluating, and analyzing speech-to-text transcripts to improve accuracy and effectiveness of conversational AI.

• Supported data extraction and collection workflows, maintained data integrity, and reviewed Facebook Places data quality.
• Reviewed rating page data, identified patterns, and shared feedback with engineers to support data quality improvements.
• Checked and proofread content across multiple Facebook products.
• Flagged sensitive content for further investigation when review was required.

Supported localization team with ongoing linguistic analysis for Google products targeted for Indian market.

• Assisted i18n initiatives with translation and language review for Google products targeted for Indian market.
• Tracked bug quality and coordinated follow-up with engineering team for resolution.
• Prepared templates and documented processes for internal and external use.