4 papers
From Code to Requirements: Agentic Reverse Engineering of Business Rules at Enterprise Scale
Garima Agrawal, Prasun Das, Priyanka L +5
Business requirements for enterprise software systems are rarely captured in structured form; the logic resides instead in source code, configuration files, and institutional memor…
Redefining CX with Agentic AI: Minerva CQ Case Study
Garima Agrawal, Riccardo De Maria, Kiran Davuluri +5
Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfa…
Reversing the Paradigm: Building AI-First Systems with Human Guidance
Cosimo Spera, Garima Agrawal
The relationship between humans and artificial intelligence is no longer science fiction -- it's a growing reality reshaping how we live and work. AI has moved beyond research labs…
Beyond-RAG: Question Identification and Answer Generation in Real-Time Conversations
Garima Agrawal, Sashank Gummuluri, Cosimo Spera
In customer contact centers, human agents often struggle with long average handling times (AHT) due to the need to manually interpret queries and retrieve relevant knowledge base (…