Report daily on chat category performance in terms of escalated to agent, handled by chatbot successfully, handled by chatbot but not completed or not satisfactory.
Analyse daily chatbot chats and isolate and prioritize those categories of chats which lead to customer experiences that we would like to improve. Provide suggestions for improvement based on analysis, performance data and customer feedback to identify areas for improvement in customer journeys and make necessary updates to the chatbot.
Train the chatbot to understand and respond to customer inquiries and complaints, using machine learning techniques and natural language processing.
Be the SME on the chatbot to design and build chatbot journeys and ensure clear conversations with customer that reflect our brand in a user-friendly way.
Review questions from end-users and assist in the categorization of these questions and topics.
Document trends within the responses to communicate areas for improvement.
Collaborate with the customer service team to monitor and resolve customer issues escalated from the chatbot. Create a virtuous cycle where these insights are fed back in and then used to develop a better customer experience through chatbot.
Stay up to date with the latest AI and chatbot technologies and trends, and apply them to enhance the chatbot's capabilities.
Provide training and support to the customer service team on how to effectively use the chatbot as a customer service tool.
Test our Chatbot software and provide feedback to Operations and business process.
Work closely with development team, to ensure business requirements are developed correctly and meet acceptance criteria.
Job Type: Full-time
Pay: Php50,
- 00 - Php100,000.00 per month
Benefits: - Health insurance
* Life insurance
Schedule:
Expected Start Date: 04/08/2024
