Page 87 - PPO Diaries

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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. Generally, a
GENERAL INFORMATION day would be packed with meetings with vendors, my seniors

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

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

❖ 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.
I was very interactive with people working there.

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