Sep 23–26, 2019

Madhu Gopinathan
Senior Vice President, Data Science, MakeMyTrip

Madhu Gopinathan is the vice president of data science at MakeMyTrip, India’s leading online travel company. Previously, he started his career in the San Francisco Bay Area developing large-scale software systems in the telecom industry; spent about 10 years at companies such as Covad Communications and Microsoft; built a machine learning at team at Infosys Product Incubation Group; which was followed by couple of startups. He collaborated with researchers at Microsoft Research, General Motors, and the Indian Institute of Science, leading to publications in prominent computer science conferences. He earned his PhD in computer science from the Indian Institute of Science, working on the mathematical modeling of software systems, and his MS in computer science from the University of Florida, Gainesville. He has extensive experience developing large scale systems using machine learning and natural language processing and has been granted multiple US patents.

Sessions

3:45pm–4:25pm Thursday, September 26, 2019

Location: 1E 12/13

Migrating millions of users from voice- and email-based customer support to a chatbot

Case studies, Strata Business Summit

Secondary topics: Text and Language processing and analysis, Transportation and Logistics

Madhu Gopinathan (MakeMyTrip), Sanjay Mohan (MakeMyTrip)

At MakeMyTrip customers were using voice or email to contact agents for postsale support. In order to improve the efficiency of agents and improve customer experience, MakeMyTrip developed a chatbot, Myra, using some of the latest advances in deep learning. Madhu Gopinathan and Sanjay Mohan explain the high-level architecture and the business impact Myra created. Read more.