Description
Job Purpose :
To maximize the effectiveness of AI-powered Virtual Assistants (Chatbots & Voicebots) by continuously optimizing interaction analytics, Natural Language Understanding (NLU), and conversational journeys to improve intent recognition, increase containment rates, enhance the overall customer experience, and drive personalized digital sales
Role & Responsibilities
- Performance Monitoring & Analysis : Track and analyze bot performance metrics, identify the gaps, failure points, and improvement opportunities from interaction data
- Intent & NLU Optimization : Analyze misclassified intents and improve NLU model accuracy, Continuously retrain and validate AI models
- Conversation Flow/Journey Enhancement : Design and optimize chatbot/voicebot conversation journeys, reduce friction,unnecessary escalations and Improve dialog structure for better user experience
- Knowledge Base & Content Improvement : Ensure bot responses are accurate, relevant, and up-to-date also collaborate with respective teams to update knowledge content
- Customer Experience Enhancement : Analyze customer journeys and pain points to improve personalization and contextual responses including seamless handoff to agents when needed
- Digital Sales Enablement : Embed upsell/cross-sell logic into bot journeys, optimize conversational flows to support lead generation and conversion, track and improve bot-driven revenue contribution
Employment Status: Permanent
