Vipplov
Choudhary.
I own two AI automation products for customer care at Zalando, live in 26 markets. I set the roadmap, design the experiments, and ship with engineering and applied science. The route here ran through AJIO's founding team, Times Prime at Times Internet, and recommendation products at Flipkart.
About
11+ years in product. My work spans customer care automation at Zalando, recommendation and marketing products at Flipkart, and subscriptions at Times Prime. At AJIO I helped launch the business, then built its omnichannel ecosystem once the online platform had scaled. I like owning the whole arc: discovering the opportunity, shipping the first version, and scaling it market by market.
CuCa Assistant / Zalando
CuCa Assistant is the conversational AI for customer care at Zalando, part of the Zalando Assistant ecosystem. I set the roadmap, design the experiments, and ship with the engineering and applied science teams. The latest rollout grew its automation rate by more than 1.5x.
Experience
Zalando
- Own two customer care automation products end to end, live across 26 markets.
- Took the assistant's Parcel Missing resolution from one locale to all of them, lifting its automated handling share from 1.3% to 2.0%.
- Redesigned self-service journeys in the Help Center, adding 12 percentage points to overall automation.
- Built AI into the existing care products and lifted baseline automation by 75%.
Flipkart
- Launched the recommendation platform for Flipkart Wholesale, which drove 18% of units sold.
- Shipped in-app feedback that took the app rating from 2.6 to 3.5 within a month.
Times Internet
- Led strategy and launch of the award-winning Times Prime apps.
- Grew the paid subscriber base more than 4x quarter on quarter.
AJIO.com
- Joined the founding team and built discovery for AJIO's consumer apps.
- Launched digital kiosks across Trends stores as an endless aisle, driving 20% of online sales.
Also: Boutiqaat, Senior Product Manager, 2020. Built account management products that saved 10,000+ man-hours a month. Ola, Program Manager, 2015. Ran operational scaling and execution.
Side projects
Built on nights and weekends. All three are live, free, and mine to maintain.
Writing
Notes on product craft, AI in customer care, and what running three side projects teaches you about shipping alone.
The first essay is in the works.
No newsletter, no pop-up. When it is ready, it will live here.