Sep 23–26, 2019

Sanjay Mohan
Group Chief Technology Officer, MakeMyTrip

Sanjay Mohan is the group chief technology officer at MakeMyTrip. He leads the overall technology for MakeMyTrip, Goibibo, and redBus. He’s responsible for developing and executing global technology strategy and planning ongoing technology innovations for continued success. Previously, Sanjay was at Yahoo, IBM, Infosys, Oracle, and Netscape in the US and in India; he was the chief technology officer of MakeMyTrip prior to the merger with ibibo Group. With an overall experience of 25+ years, Sanjay brings along significant expertise in product and platform engineering, including architecture, user experience, site operations, product management, and product strategy. Sanjay earned his master’s degree in computer science from the University of Louisiana and his bachelor’s degree in engineering from the Birla Institute of Technology Mesra.

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.