Chatbot Content and Design Specialist
- Betsol
- 2 - 5 years
- Bengaluru
- 2 months ago
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Job Description
Analyze
- Conduct market research and analysis to better understand customer needs across all categories.
- Analyze historical drivers of chatbot engagements to update the knowledge repository
- Brainstorm possible interactions users would have with the chatbot
- A/B Test different conversational flows and presentation formats
- Review chatbot transcripts and implement improvements
- Track and report on initiative KPIs and chatbot contribution outcomes.
- Work with the Analytics team to measure and quantify the impact of improvements.
- Conduct linguistic and functional quality assurance.
Design/Develop
- Create AI chatbot conversation flows using vendor systems to develop an effective architecture that can deliver a delightful conversational experience.
- Develop and maintain the chatbot content repository
- Design engaging chatbot experiences for users including multimedia and predictive responses
- Utilize UX design best practices including persona development, customer journey mapping, etc.
- Optimize the chatbot to achieve maximum balance of chat deflection rate and user satisfaction
Op erational Platform Support
- Act as a primary point of contact for chatbot platform troubleshooting, including regression testing and backend issue identification.
- Collaborate with the Genesys support team to escalate and resolve technical issues affecting chatbot functionality.
- Manage and triage chatbot-related Jira tickets, ensuring timely updates and communication with stakeholders.
Thought Leadership
- Ability to take direction and work autonomously once briefed.
- Partner with Arise SMEs to produce informative, engaging, and up to date content
- Collaborate with cross-functional teams to ensure knowledge base is up to date
- Research and stay up to date on leading chatbot design frameworks
- Identify opportunities for automation using the chatbot (ex. Updating customer information or retrieving order status)
- Represent the AVA chatbot in cross-functional initiatives by coordinating requirements, aligning updates, and ensuring timely delivery of initiative-related chatbot flows.
Our new team member will need:
- 2 to 4 years of experience in content writing or content strategy in US English
- 3-5 years designing content flows, conversational design, or user experience design (preferred)
- Experience designing conversations for virtual agents, voice assistants or chatbots
- Experience in knowledgebase management
- Bachelor s degree in Linguistics, Marketing, UX, CX, Curriculum Design or 2+ years of equivalent experience
- Excellent written and verbal communications skills in US English
- Data driven decision making
- High level of technical aptitude
- Ability to work within in an Agile and fast-paced, results-orientated environment
- Exceptional logical, analytical, and organizational skills
- A basic understanding of technologies and platforms such as Genesys Chat, Dialogflow, Watson, LUIS, etc. and how it impacts conversation designs
- Genesys Cloud Certified a plus
- Proficiency with Microsoft Office suite
- Excellent business judgement and analytical problem-solving skills
Educational Qualifications:
- Bachelors in engineering (Computer Science) or equivalent higher-level degree
Certifications:
- Genesys Cloud Certification
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Content, Editorial & JournalismRole Category: Content, Editorial & Journalism - OtherRole: Content, Editorial & Journalism - OtherEmployement Type: Full timeContact Details:
Company: BetsolLocation(s): Bengaluru+ View Contact
Keyskills: Computer science Backend Automation Manager Quality Assurance Analytical Linguistics Market research Content writing Troubleshooting Analytics
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