[3 Days Left] Chatbot specialist
6 days ago
Department: Customer Experience
Summary of job role and place in organization
The Chatbot Specialist reports to CX Technology & Innovation Manager and works primarily with the CX Technology & Innovation team and the Customer Service Operations team.
The Chatbot Specialist is responsible for designing, developing, managing, and optimizing our chatbot to maximize customer satisfaction and automated resolution of customer inquiries. This role requires deep technical expertise, particularly in backend development, chatbot architecture, and experience working with both scripted and generative chatbots. The ideal candidate will have a strong understanding of chatbot platforms. Specific experience in Ada products is a significant advantage.
Purpose of the job
The Chatbot Specialist plans and oversees developments of our chatbot from day to day simple improvements and troubleshooting to long term initiatives. The Chatbot Specialist collaborates with cross-functional teams to understand business requirements and translate them into effective solutions. The Chatbot Specialist ensures scalability, reliability and security of the chatbot. The Chatbot Specialist monitors and provides regular chatbot performance reports to key stakeholders. The Chatbot Specialist ensures a seamless integration of the chatbot with other enterprise systems such as CRM, ERP and knowledge bases.
Responsibilities/core tasks, authorizations
Responsibilities:
- Create and own the chatbot’s roadmap in alignment with business goals.- Plan and oversee chatbot developments, from short term fixes to long term initiatives.- Collaborate with other teams to ensure continuous development of the chatbot functionalities.- Collaborate with Ada team to ensure we make most out of chatbot and follow best practices.- Troubleshoot and resolve technical issues related to chatbot functionality and performance.- Monitor and report on chatbot performance to key stakeholders.- Ensure scalability, reliability and security of the chatbot.- Stay up to date with latest chatbot technologies and AI advancements.
Authorization level:
- All access rights to CX / CS data for performance assessments as well as business cases.- Admin access to chatbot’s back-end and access to CX’s CRM for integration purposes.
KPIs
- Customer Satisfaction (chatbot interactions) ≥ 75%- Automated resolution rate ≥ 50%- Containment rate ≥ 80%- Self-service coverage ≥ 70%
Competences (knowledge, skills and personal abilities)
Company (DNA):
- Customer oriented (4)- Adaptability (4)- Energy (4)- Responsibility (3)- Flexibility (3)- Stress resistance (3)
Individual / job specific:
- Planning & Organizing (4)- Problem Analysis (3)- Presenting (2)- Flexibility (3)- Persuasiveness (3)- Collaborate/cooperate (3)- Ownership (4)- Focus on details (4)- Innovativeness (4)- Technical proficiency (4)
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