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