Riccha S.

General Manager – Digital Customer Service (AI & Robotics) at Vodafone Idea @ Vodafone Idea Limited

About

I’m a digital transformation and AI-led customer experience leader with 12+ years of experience across telecom, product strategy, customer operations, and enterprise-scale digital transformation.Currently at Vodafone Idea, I lead AI-powered digital customer experience initiatives spanning conversational AI, automation, voice bots, chatbots, and multilingual customer journeys across millions of users. Over the years, I’ve worked on solving large-scale business and customer experience challenges by combining technology, analytics, and customer-centric thinking to drive measurable business impact.Some highlights from my experience include:• Scaling digital self-service adoption from 45% to 90%• Delivering 3× revenue impact through AI-led engagement strategies• Reducing customer service operating costs by 30%• Managing ₹2,500 Cr portfolio operations across 22 telecom circles• Leading enterprise conversational AI deployments with 3,000+ ML intents/monthMy areas of focus include:• Artificial Intelligence (AI)• Conversational AI & NLP• Digital Transformation• Customer Experience (CX)• Product Strategy & AutomationI’m particularly passionate about how AI and intelligent automation can transform customer experience, operational efficiency, and digital business ecosystems at scale.

Country

India

City

Mumbai

Industry

Media Production

Skill

Organizational Strategy, AI Agents, Organizational Leadership, genrative AI, Data Visualization, Data-driven Decision Making, Leading transformational change, Reducing Operating Costs, Revenue Forecasting, Customer Retention, Digital Learning, Lean Methodologies, Collaboration Tools, Data AI, 5G, Genetic ai, Microsoft Azure, Microsoft Office, Large Language Models (LLM), Google Ads

Experience

General Manager – Digital Customer Service (AI & Robotics) at Vodafone Idea

Vodafone Idea Limited

2021-5 - Present · 5 yrs 5 mos

Leading AI-powered digital customer experience transformation for Vodafone Idea across voice bots, chatbots, app, web, and automation ecosystems serving millions of B2C customers across India. Key responsibilities and achievements: • Spearheading enterprise-scale conversational AI and digital self-service transformation. • Scaled digital self-service coverage from 45% to 90% across customer journeys including service requests, complaints, collections, and retention workflows. • Delivered 3× revenue impact through AI-led collections strategy, improving postpaid collections and driving customer retention through personalised engagement. • Reduced customer service operating costs by 30% through automation-first operating model redesign and conversational AI deployment. • Led multilingual AI deployments with 3,000+ ML intents per month across 5+ regional languages while maintaining 85%+ accuracy. • Improved customer experience metrics including NPS, CSAT, FCR, and AHT through data-driven customer journey optimization. • Managing ₹2,500 Cr portfolio, cross-functional teams of 80+, and 15+ strategic vendor partnerships across 22 telecom circles. • Partnering with CXOs to define digital transformation roadmap, OKRs, operational strategy, and AI adoption initiatives. • Evaluated and implemented emerging technologies including AI automation and AR/VR-led customer experience initiatives.

Digital Services Manager

Vodafone Idea Ltd. (Vi)

2021-5 - Present · 5 yrs 5 mos

Owned end-to-end AI product roadmap for voice bots, chatbots, app & web channels using Yellow.ai & Dialogflow; scaled digital self-serve coverage from 45% to 90% across all customer journeys.

National Product Marketing Head

Reliance Communications

2015-2 - 2021-4 · 6 yrs 3 mos

Mumbai

Led national product marketing and go-to-market strategy initiatives for postpaid mobility and 4G solutions at Reliance Communications. Key responsibilities and achievements: • Drove 35% month-on-month acquisition revenue growth through strategic product launches and customer acquisition initiatives. • Successfully launched 3 products and 6 customer solutions, contributing to significant growth in postpaid 4G revenue. • Led enterprise-scale migration of 1M+ customers from CDMA to LTE networks through cross-functional program management with zero SLA breaches. • Executed 60+ go-to-market campaigns leveraging customer segmentation, analytics, and targeted engagement strategies to improve upsell, cross-sell, and channel productivity. • Collaborated across product, technology, sales, operations, and customer experience teams to drive digital adoption and customer growth initiatives. • Contributed to telecom transformation initiatives during a critical phase of 4G network expansion and customer migration.