Customer AI Experience Architect

2 weeks ago

india beBeeArtificialIntelligence Full time

Embedding AI into Customer Facing ChannelsWe're looking for a skilled professional to play a crucial role in filling gaps between our technology, processes and people with the goal of embedding AI into all customer facing channels.The ideal candidate will own consumer AI strategy for our business spanning all customer touchpoints, craft strategies and implement them. This is an opportunity to conceptualize and implement AI powered workflows with measurable impact.Identify key opportunities in specific domains such as productivity, retention & experience using data analyticsPropose suitable AI tools with measurable impact, and collaborate with different teams to consolidate consumer insights into systems for decision makingDevelop and implement co-pilot for chat and inbound support leveraging customer sentiments, pain points, customer profile & knowledge base to craft instantaneous unique responsesPersonalize customer experiences across different channels using data summarization and past customer interactionsUpskill CS teams to familiarize and actively use AI capabilities including prompt construction and data interpretationPartner with L&D to create relevant courses and playbooksDesign a feedback loop between engineering, CS and product teams to continuously evolve capabilitiesDefine and track key success metrics such as CSAT, Contact Deflection, AI Adoption and Resolution RatesHighlight the cost impact of AI on streamlining support and resolving customer concerns effectively

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