Swathi User

I’m a product professional with 3+ years of experience building AI-powered conversational products across BFSI, telecom, healthcare, and SaaS ecosystems. I drive 0→1 product execution with strong conversational UX, workflow automation, and cross-functional delivery, while staying hands-on with LLM workflows and RAG pipelines. I focus on turning ambiguity into clear user journeys, reliable intents, and outcomes that stakeholders can measure.

At the Zoho ecosystem level, I led SaaS implementation, workflow automation, and AI-enabled operational systems across enterprise clients. I partnered with 5 B2B enterprise clients to map workflow inefficiencies and translated requirements into Zoho-based automation solutions—deploying 3 automation playbooks that reduced manual data entry by 60% and cut client onboarding from 4 weeks to 10 days. I owned end-to-end delivery of Zoho CRM, Books, and Creator implementations across 4 simultaneous accounts, coordinating UAT, data migration, and go-live milestones with dev and client teams.

As a Product Manager, I owned product roadmap and delivery for enterprise AI chatbot implementations and internal initiatives. I led 0→1 development of a client-facing quick commerce application for the fashion vertical—running 12 user interviews, defining user journeys, building a feature prioritization framework, and delivering an MVP validated through a 200-user pilot with 80% cart-to-checkout conversion (30% above the client benchmark). I also drove NPCI’s enterprise support chatbot embedded in BHIM UPI, moving bot automation from ~40% to 75%, deflecting 65% of support emails, and reducing average ticket resolution time by 40%, while achieving a 70% self-service resolution rate on telecom chatbot implementations through continuous intent refinement and flow optimization.

Earlier, I worked as a Conversation Designer, where I designed conversational AI flows and UX architecture across 20+ enterprise chatbot implementations. I delivered end-to-end conversation flows, escalation logic, and entity-intent mapping across BFSI, telecom, and healthcare, improving post-launch CSAT by 70% through iterative UX changes and structured feedback loops. I also aligned stakeholders on conversational UX standards by establishing reusable flow templates that reduced design ramp-up time by 30%—and my analytical foundation at Deloitte (regression testing and automation) keeps my product decisions grounded in data.