Conversational AI Curation Analyst

Description

Job Summary: Conversational AI Curation Analyst to enhance automated customer service channels and optimize customer experience. Key Highlights: 1. Continuous evolution of conversational AI for customer service 2. Analysis of conversation flows and content curation for improvement 3. Collaboration with IT, Operations, and Quality teams on automation We are seeking a Conversational AI Curation Analyst to drive the continuous improvement of our automated customer service channels. This role is critical to ensuring that our chatbots, intelligent IVRs, and virtual assistants deliver an increasingly accurate, humanized, and efficient experience to our customers. The professional will be responsible for analyzing conversational flows, identifying failures, curating content, and proposing improvements that boost automation performance and strengthen the customer journey. **Key Responsibilities** -------------------------------- * Analyze automated AI interactions (chatbots, intelligent IVR, virtual assistants). * Evaluate response accuracy, resolution time, and customer experience. * Identify comprehension failures, linguistic noise, and process gaps. * Propose improvements to automated service flows and rules. * Perform content curation: adjust responses, train intents, and organize knowledge bases. * Collaborate with IT, Operations, and Quality teams to advance automation initiatives. * Monitor performance and efficiency metrics of conversational AI. * Ensure compliance with business rules, regulatory requirements, and internal policies. * Support testing of new automation features and functionalities prior to production rollout. **Technical Requirements** ----------------------- **Education:** Currently pursuing a bachelor’s degree (from the 5th semester onward) in Administration, Production Engineering, Information Systems/IT, Data Analytics, Communications, Customer Experience (CX), or related fields. **Desired Knowledge and Experience:** * Experience in call centers, CX, quality assurance, or customer service automation. * Familiarity with digital service flows (chat, bot, IVR). * Hands-on experience with customer service chatbots, intelligent IVRs, or virtual assistants. * Prior experience in conversational AI curation (reviewing responses, adjusting intents, organizing knowledge bases). * Ability to analyze operational data and performance metrics. * Advanced proficiency in Excel or Google Sheets. * Experience with call center platforms, ticketing systems, and customer interaction history tools. **Preferred Qualifications:** * Knowledge of BI tools (Power BI, Tableau). * Basic understanding of conversational UX. * Experience with generative AI tools. Minimum Education Level: Bachelor’s Degree