AI Specialist

2 days ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About the Job

Were looking for a skilled and passionate AI Specialist to join our team and play a pivotal role in enhancing our operations. You'll be instrumental in optimizing our AI-powered bots, refining our knowledge base, and driving improvements in our AI prompt engineering for superior customer and agent experiences.

As an AI Specialist, You Will

  • Train, test, and fine-tune AI bots to improve their accuracy, understanding, and responsiveness.
  • Identify and resolve common bot escalation points and areas for improvement through ongoing analysis of bot interactions.
  • Collaborate with agents and supervisors to gather feedback and identify training gaps for the bots.
  • Develop, update, and maintain comprehensive knowledge base articles to ensure accuracy, clarity, and ease of access for both bots and human agents.
  • Work closely with subject matter experts to gather information and ensure the knowledge base reflects the latest policies, procedures, and product information.
  • Implement strategies for continuous improvement of knowledge base content based on usage patterns and feedback.
  • Design, develop, and refine AI prompts to enhance the quality and effectiveness of bot responses and agent assistance tools.
  • Experiment with different prompt structures and techniques to optimize AI performance for various contact centre scenarios.
  • Work with the QA team to integrate AI prompt quality metrics into existing contact centre QA rubrics.
  • Analyze AI-generated responses and bot interactions against defined quality standards, identifying areas for improvement and providing actionable feedback.
  • Contribute to the development and refinement of AI quality auditing processes and tools.
  • Partner with AI/ML engineers, data scientists, contact centre operations, and QA teams to implement AI solutions and improve overall system performance.
  • Communicate insights and recommendations effectively to both technical and non-technical stakeholders.

As an AI Specialist, You Need

  • Bachelors degree in computer science, Linguistics, Data Science, or a related field.
  • Experience working in a contact centre environment or with contact centre technologies is a strong plus.
  • Familiarity with prompt engineering techniques and their application in conversational AI.
  • Strong understanding of knowledge management principles and experience in developing and maintaining knowledge bases.
  • Excellent analytical skills with the ability to interpret data and identify trends to drive improvements.
  • Exceptional communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly.
  • Familiarity with AI quality assurance methodologies and auditing processes is a plus.

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