Chatbot Experience Specialist

1 week ago

Singapore Prudential plc Full time

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

In this role, you will be tasked with managing the day-to-day chatbot operations for the Operations Division. You will also oversee the migration of our existing chatbots into generative AI platforms.

Job Description:
You are expected to do the following main duties:
1.Collaborate with our AI Technology Teams to design, test, deploy, and maintain AI chatbots.
- Integrate AI chatbot solutions with multiple platforms
- Troubleshoot, debug, and see to the successful deployment of chatbots on various channels.
- Conduct Chabot demo/training and other activities
- Continuously monitor performance, report on the progress, and define strategies for enhancements.
- Introducing features and functionalities that is aligned with the user’s needs. This can be gauged through usage patterns, enquiries received at touch-points
- Engage with distribution teams to conduct training sessions and sourcing for feedback on areas of improvement.
- Working with business champions to understand context, topics, and types of common questions to ensure that the bot is equipped with appropriate responses.
- Participate in requirements analysis, design, and implementation of technical solutions, and actively drive project delivery to production.

2. Managing the existing chatbot contents by:

- Design conversations that customers and advisors can connect with when they interact with the bot
- Review the conversation flows to include disambiguation questions that will lead to a correct response.
- Study the pattern of users and their usage journey, review key metrics and reports.
- Prepare monthly stats and reports for management review.

Who we are looking for:
Competency & Personal Traits
- Excellent command of the English language (spoken and written)
- Good interpersonal skills with a passion for customer service and AI technology.
- Adaptable to fast-paced and challenging work situations, changing business conditions
- Self-driven for results and is achievement-orientated for the targets set
- Creative and resourceful to overcome challenges and objections faced in order to reach targets
- Meticulous and focused
- Prior experience in using IBM Watson, Haptik and/or other chatbot development platforms.
- Sound knowledge of AI/chatbot development landscape, tools, and other frameworks
- Working knowledge of frontend technologies such as HTML, JavaScript and JSON.
- Fundamental knowledge in MySQL or other databases

Work Experience
- At least one year relevant experience in chatbot operations.
- Prior experience working in an insurance company will be an advantage.

Education
- A bachelor’s degree in Data Analytics / Information Technology / Computer Science

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