Page 88 - PPO Diaries
P. 88

PPO Diaries


                                                      ❖ A brief overview of the project

                                                           Objective

                                                           Optimization of IT Support landscape and Ticketing system

                                                           Project Brief

                                                              •  To  understand  the  various  kinds  of  technologies
                                                                  (AI/Automation) available for Customer Support &
                                                                  Ticketing System
                                                              •  To  identify  opportunities  in  Marico  where
                                                                  AI/Automation  can  be  used  to  optimize  support
                                                                  landscape

                                                              •  To ideate final products (Smart Email, Chatbot, etc.)
        SHASWAT SUNDER NAYAK                                      and come up with the POC of the product


                       MARICO                             ❖ How is the normal day at the internship?
       __________________________________________         Any day would start with the backlog items of the previous
                                                          day  (if  any)  or  else  with  the  agenda  set  for  that  day.
         GENERAL INFORMATION                              Generally,  a  day  would  be  packed  with  meetings  with

                                                          vendors,  my  seniors  and  the  support  staff  handling  the
           Batch: PGDIM 25                                ticketing  system  on  which  I  was  working.0020Information

                                                          gathering, arranging and analysing to derive insights from it.
           BTech: CET, Bhubaneswar
                                                          I  would  take  breaks  in  between  to  catch  up  with  my  co-
           Work Ex: TCS                                   interns and ease myself.



       ❖ What are the challenges faced during Internship?

          •  Ticketing/Support infrastructure of an Organisation covers multiple systems across domains. Thus, the

              scope of the project was vast.

          •  Marico’s ticketing system was outsourced. This made working with the support staff difficult.

          •  Had to gather extensive knowledge of niche technologies like AI/ML and RPA, and their

              implementation in Ticketing System.

          •  Benchmarking of systems within the industry is a tedious task wherein it becomes difficult to gather

              information from people working with competitors.

       ❖ What did you do right and what did you do wrong?

          •  Right:
              Regularly aligned with my project manager to understand his expectations. As the project proceeds,
              the scope also changes and it’s always necessary to keep the stakeholder’s informed and take
              feedback.
              Kept my ears and eyes open so as to gather information/inputs from anyone within or out of the
              department.

       87 | P a g e                                                                                                                                               T a t v a   1 2
   83   84   85   86   87   88   89   90   91   92   93