Ankit Sirohi

Product Lead, Gen AI for Contact Center at Geico

Handle

@ankit-sirohi

Role

Product Lead, Gen AI for Contact Center

Company

Geico

Location

Seattle

About

I build AI-powered conversational analytics platforms that transform unstructured dialogue into strategic business intelligence. At Geico, I lead conversational AI transformation across enterprise operations, using LLM and NLP pipelines to improve quality, customer insights, translation, and operational outcomes. I have deep expertise in large language models, NLP, and production ML systems that understand human communication at scale.

Experience

• Product Lead, Gen AI for Contact Center at Geico
  Jul 2024 to now - Seattle, WA
  Leading conversational AI transformation across 5, 000+ agents processing 50M+ annual interactions, targeting $11M cost reduction and 5-point NPS improvement. Architected a GPT-4 quality management system processing 100% of calls and own enterprise Voice of Customer strategy analyzing 5M+ monthly conversations.
• Independent Product Consultant & Founding Experience at Vistara Labs
  Oct 2023 to Jun 2024
• Senior Product Manager, Amazon Connect Contact Lens at AWS
  Aug 2019 to Sep 2023 - Vancouver, BC
  Led product strategy for AWS's conversational analytics platform, scaling from <$5M to $50M+ ARR while processing 500M+ conversations annually across 100+ enterprise contact centers. Architected call summaries, real-time agent assist, and unsupervised theme detection using large language models.
• MBA Intern, Strategic Analytics at Cruise (GM Self-Driving Cars)
  May 2018 to Aug 2018
• Associate Vice President, Customer Operations at Nestaway + Mebelkart
  Oct 2015 to Mar 2017 - Bengaluru, India
  Built and directly managed a 100+ member operations team from zero, scaling to handle 30K+ monthly service requests. Established an in-house contact center and owned the product roadmap for ticketing, routing, and dispatch systems, reducing response time 70% and operational costs 25% through workflow automation.
• Category Manager, Mobile Phones at Flipkart
  Jul 2012 to Oct 2015 - Bengaluru, India
  Built a $600M annual revenue stream through strategic partnerships with Xiaomi and Motorola, growing the mobile category 20x. Established a multi-language contact center serving India's diverse customer base and capturing 70% rural market share.

Education

• Wharton School, University of Pennsylvania
  MBA
  2017 to 2019
  Honors (top 20%)
• Indian Institute of Technology (IIT) Bombay
  B. Eng. and M. Eng.
  2007 to 2012
  8.1/10 (top 20%)

Skills

• Large Language Models (GPT-4)
• prompt engineering
• ASR (Whisper, Azure, AWS)
• neural MT
• evaluation frameworks
• real-time inference
• Conversational analytics
• contact center AI (CCaaS)
• VoC intelligence
• P&L management
• GTM strategy

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