Manage and maintain the chatbot knowledge base in order to provide quick resolution to the users regarding their concerns. Participate in chatbot model training to improve the model accuracy and chatbot answer matching. Collaborate with the product and tech teams to implement new features in chatbot and conduct user acceptance testing for the newly launched features.
Applying data analysis techniques to analyze customer interactions and chatbot data logs to improve the coverage, resolution rate and customer satisfaction of AI products. Combine business knowledge and customer use cases to provide the best possible resolution fitting user needs with application of existing technologies. Job Requirements Job Requirements Educational Background: Bachelor Degree in IT, computer science, or equivalent work experience.
Professionals who have the knowledge in customer service in E-commerce, business processes, project management and data analysis are encouraged to apply. Business knowledge: Should have 1-2+ years of customer service experience in e-commerce / retail operations and AI Products/ Chatbot. Data analysis skills: Should have ability of logical thinking and understanding of ways to discover key issues quickly and solutions even quicker.
Knowledge of basic programming languages such as SQL/Python is preferred, along with skills with Excel for data analysis. Problem solving: Should have an ability to work on solving issues/bugs that come during the operation of chatbot. Should be able to effectively test new features and identify bugs and report them.