Executive, Chatbot Management

The AI/Chatbot Executive will be responsible for leading the development, implementation, and optimization of artificial intelligence (AI) technologies and chatbot solutions within Contact Centre.

The incumbent will be required to collaborate with stakeholders and cross-functions to leverage AI/Chatbot capabilities to enhance customer experiences, streamline operations and uplift productivity.

The role requires understanding of AI/Chatbot technologies and development, to exercise initiative and be able to handle projects and challenging situations.

**Responsibilities**:

- **AI/Chatbot Development / Training**
- Identify opportunities to leverage AI and chatbot to improve customer engagement and operational efficiency
- Work on functional design, process design (including scenario design, flow mapping),
- Train the bot by reviewing responses and feedback provided by customers to improve its understanding and responses
- Review the workflows and responses in the Bot to enhance user experience and meet evolving business needs
- **AI/Chatbot Implementation**
- Lead the selection, implementation, and integration of AI technologies and chatbot platforms
- Oversee the development and deployment of AI-powered solutions, ensuring scalability, reliability, and performance
- **Collaboration**
- Collaborate with cross-functional teams (Vendor, IT, Stakeholders) to identify optimal solutions, including strategy and planning of Bot development
- **User Experience Enhancement and Testing**
- Review customer interaction experience/feedback with Bot to understand Bot's behavior and performance
- Recommend and make changes to responses and train the Bot for optimal response based on customers' feedback
- Responsible for preparing UX mock-up and conversation flow, UAT test plan and documentation of the flow.
- **Documentation**
- Ensure data is properly documented and verify data to create a baseline performance for the bot workflow.
- Execute on the communication of new features by documenting bot capabilities, including best practices and recommendations for optimal performance
- **Analytics and Reporting**
- Review customer feedback on bot behavior, understand how to accurately translate customer queries and requests into actionable outcomes.
- Perform data analytics to review and/or initiate new features implementations to improve operational efficiency
- Provide report and dashboard updates on bot & live chat performance
- Challenge status quo and take risk
- Commit to maximize the result by taking ownership and hold one another accountable
- Communicate by speaking up and be open to honest feedback
- Collaborate and support each other to win
- Create action plan with clear targets/outcomes and execute with discipline
- Cultivate positive customer relationships through quality service

**Qualifications**:

- Polytechnic / Higher NITEC / Degree
- Min. 1 year working experience in AI/Chatbot development
- Strong in Microsoft Office (Advanced Excel, Powerpoint, Word, Outlook)
- Experience managing multiple projects to a deadline
- Excellent time management and organization skills
- Strong attention to detail and customer service fundamentals
- A proactive attitude to problem solving and delivering of end results
- Passion for technology and creating a great customer experience
- Ability to work efficiently in high demand, team oriented and fast-paced environment with excellent mulit-tasking skills.
- Good analytical, critical thinking and problem solving skill.
- Strong inter-personal and written communication.
- Interest in building processes, structure, and documentation.