Madhu Babu Adiki

Principal AI Engineer @ Datacor, Inc.

About

At Asurion, our team has innovated in customer service, enhancing experiences through AI-driven solutions. Our work includes scaling customer propensity models and initiating a conversational Gen AI tool aimed at refining expert training, which is poised to reduce time by 15% and elevate performance. With a commitment to excellence, we've implemented Generative AI models that significantly improve non-compliance detection among agents. Our efforts in automating intent detection have led to a remarkable 25% increase in accuracy, underpinning Asurion's dedication to leveraging technology for impactful customer interactions. With a deep technical background, I have significant experience building resilient and scalable machine learning solutions in Python, utilizing AWS services. My expertise spans the full model lifecycle, from processing and training to deployment using AWS SageMaker, TensorFlow, and PyTorch. I’m skilled in AWS Lambda, SageMaker, API Gateway, Bedrock, Step Functions, OpenSearch, AppSync, and DynamoDB, with proficiency in both CloudFormation and Amplify Gen 2. Outside of work, I’m a constant learner, building full-stack iOS apps that deliver amazing capabilities by leveraging Generative AI, AWS Bedrock, and Amplify Gen 2. Learn more about my work at my Medium blog. Prior to Asurion, worked at Hyundai's Global Product Management team in Seoul, South Korea, focusing on building the vehicles for global markets including USA, India, Europe & Brazil. Fluent in Korean.

Country

United States

City

Nashville

Industry

Information Technology & Services

Skill

Generative AI for Sales, Conversational AI, Chatbots, Technical Architecture, Project Management, Management, Team Management, Statistics, Large Language Models (LLM), Client Requirements, Supply Chain Optimization, Integer Programming, Amazon Bedrock, Full-Stack Development, iOS Development, AWS SageMaker, Deep Learning, Communication, Generative AI, Backwards Design

Experience

Principal AI Engineer

Datacor, Inc.

2026-2 - Present · 8 mos

Nashville, TN

Director Data Science

Asurion

2023-3 - 2026-1 · 2 yrs 11 mos

Nashville, TN

Build business case for AI products, identify and convince key stakeholders and drive value across all facets of call center such as routing, real-time tools, post call coaching and training. • Scaled customer propensity modeling and routing in call centers & field to increase revenue by up to 10%. • Cut agent onboarding and training time by half and boosting performance by building a Gen AI tool to train experts (where AI acts as a challenging customer) • Multiple Gen AI models to detect non-compliance by agents with precision >60%. Attempting to reach 80%. • Personalized (and compliant) Gen AI upsell offers leading to 2x sales in both desktop and field app channels. • Building a cutting-edge conversational AI Agent to solve tech support issues end to end without human intervention; Focusing on driving customer life time value and not automation (cutting costs); Leveraging LiveKit, built a Multi-modal and Multi-channel agent.

Senior Manager Data Science

Asurion

2020-3 - 2023-3 · 3 yrs 1 mo

Nashville, Tennessee, United States

Built custom Transformers architecture for a content recommendation model based on contact-center agent’s notes. Up to 200s lower resolution time. Automated using Sagemaker & Pipelines from data prep to deployment. • Developed a company-wide metric that predicts customer experience in chats and voice sessions. 87%+ accurate. • Automated intent detection on voice & chat sessions. Improved accuracy by 25%.

Data Scientist

Asurion

2018-10 - 2020-3 · 1 yr 6 mos

Nashville, Tennessee

Project: All new Search solutions for Customer Service agents • Saved 15 secs of customer resolution time per call by developing an all-new suite of search services including A new search engine based primarily on historical search patterns using Graph-based algorithms, AutoComplete, with typo-correction, Related articles & `People also searched for` features, Trending searches (Caught Disney+ launching trend within a couple of hours of launch in 2019) All services are deployed in production using AWS Beanstalk, Lambda & EC2 services.

Data Science Intern

Asurion

2018-6 - 2018-8 · 3 mos

Greater Nashville Area, TN

Inventory Prediction Model for Same Unit Repair

Assistant Manager, Product Planning | Compact SUV's

Hyundai Motor Company

2016-1 - 2017-6 · 1 yr 6 mos

Seocho-gu, Seoul, Korea

Project 1: ‘Carlino’ Compact SUV • Complete product plan of ‘Carlino’ Compact SUV for three major markets: India, USA, and Europe, with a combined sales potential of more than 130,000 units per annum. Project 2: ‘Creta’ Compact SUV Jun 2016 – Jun 2017 • Created Hyundai Creta’s complete export plan from Hyundai’s Brazil production plant to Latin American countries; negotiated price reduction as well as feature improvements Project 3: All new Compact ‘MPV’ Jan 2014 – Jun 2016 • Defined all key product parameters including key USPs targeting 30% market share in India

Associate, Product Planning | SUV & MPV

Hyundai Motor Company

2014-1 - 2015-12 · 2 yrs

Seocho-gu, Seoul, Korea

Hyundai i20's Production Spec control ('14/01 ~ '14/06) : Events : Delivered product presentations about the newly launched Sonata, Elantra & Tucson at Hyundai's Dealer conferences and Global PR events - Team Representative to the 13th Beijing International Automobile Exhibition in 2014;