Found Description
Responsibilities
- Analyze the performance of chatbots and AI/GenAI solutions, identifying opportunities to improve the user experience
- Monitor service metrics (CSAT, fallback, handoffs/transfers, resolution rate, intents, etc.) and generate actionable insights
- Build, review and optimize conversational flows, ensuring clarity, efficiency and accuracy
- Curate and maintain knowledge bases (FAQs, CMS)
- Evaluate real user interactions to identify failures, ambiguities and opportunities for improvement
- Implement changes and track performance after release
- Collaborate with Product Owners, Product, Technology and Content teams
- Support product, feature and campaign launches
- Provide recommendations for the continuous evolution of the conversational experience
Requirements
- Fluent English
- Experience with chatbots, conversational AI or digital service platform...
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