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Jr. / Sr. Engineer :: Chatbot Curator...

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Jr. / Sr. Engineer :: Chatbot Curator

Diverse Lynx India Pvt. Ltd. IND (Onsite) Full-Time
Job title Jr. / Sr. Engineer Department SDS-GDC : Chatbot Curator
Exp : 5 to 6 Years
Client Name : Samsung
Location : Samsung
 
Job Description
We're looking for smart individuals who have the passion and competence to create and curate data for excellent customer service chatbot. The role includes- creating, qualifying, monitoring and analyzing chatbot data for excellent AI based automated customer service.
Job purpose
  • Rendering 24/7 chat service to Samsung customers by chatbot
  • Ensuring satisfactory resolution to all customer queries
  • Handle customer queries pertaining to all the Samsung products including Smart phones / Tabs/Laptops / Printers/ Home Appliances / LEDs / TVs etc.
 
Duties and responsibilities                                                                               
  • Sensing /Scenario making
    • Raw Data gathering from various available sources such as- Live chats logs, chatbot logs, FAQs etc.
    • Finding possible questions for the Chatbot question bank
    • Make answers to the questions that customers can ask via chat
    • Make answers or scenarios same as a dialogue between human agent and customer
    • Create static answers to resolve frequently-asked-questions via chat by analyzing live chat dialogues; making scenarios to clarify and troubleshoot customer issues
    • Create static answers to handle customers' queries not only related to product issue, but also asked frequently via live chat; making scenarios to clarify and troubleshoot customer queries
    • Modify answers or scenarios according to the feedbacks from QA team
  • Paraphrasing
    • Make paraphrases of standard questions created by scenario team and
    • Paraphrase questions asked by customers in different ways by referring to live chat dialogues based on correct Grammar rules
    • Modify paraphrased sentences according to the feedbacks from QA team
    • Add synonyms of technical terms in order to increase the coverage
  • Analyst
    • Review / confirm / modify / reject all the outputs created by scenario team and paraphrase team
    • Ensure satisfactory and accurate resolution to all the customers' queries with technical knowledge about Samsung products
    • Provide technical supports to scenario team and paraphrase team about chatbot tool / logic / product knowledge / customer service, etc.
    • Perform Simulation Tests for Chatbot before Confirming the final release
    • Perform Live customer Reviews
    • Ensure customer satisfaction at every answer
    • Analyze raw data of chatbot to improve 'coverage' and 'accuracy'
    • coordinate with other internal departments to ensure resolution; Act as a liaison between other teams in Curation team - Contents management team / Live Chat team / Customer service team  /R&D team
    • Provide feedbacks to Scenario team / Paraphrase team / Customer Service team / R&D center / other related departments in Samsung based on analysis
    • Simulate chatbot and confirm to go live if okay
    • Extract and share KPI reports on both daily and weekly basis
    • Set up targets for scenario team / paraphrase team and monitor the achievement
 
Key Qualifications
  • Sensing/Scenario Team
    • Technical proficiency with basic consumer durable products
    • Good communication skills (English) – Versant score – 5 and above
    • Good writing skills with correct grammar
    • Proficient in making scenarios to clarify and troubleshoot customer queries & issues
    • Ability to Identify data sources and use relevant data
    • Ability to Use researched data and evaluate the content's impact, and push for continuous improvement that shows real results
    • Basic understanding of AI chatbot/IVR landscape
    • Should know about basic telephone and chat etiquettes
    • Excellent critical Thinking skills
  • Paraphrase Team
    • An excellent command of the English language with the ability to provide clear and concise written communication
    • Basic understanding of AI chatbot/IVR landscape
    • Excellent  creative writing and critical-thinking skills
  • Analysis Team
    • Extensive experience in Customer care services
    • Proficient in making scenarios to clarify and troubleshoot customer queries & issues
    • Ability to handle Live customer Feedback sessions
    • Ability to liaison multiple stakeholders
    • Ability to perform simulations tests
    • Ability to take complete ownership for the final release
    • Technical proficiency with basic consumer durable products
    • Good communication skills (English)
    • Strong skills in Data Analysis
    • Basic understanding of AI-based chatbot/IVR Landscape
    • Excellent in creative writing skills
    • Excellent in critical-thinking skills
    • Strong in Analysis and resolution of issues
 

Recommended Skills

  • Artificial Intelligence
  • Business Process Improvement
  • Communication
  • Creative Writing
  • Critical Thinking
  • Customer Satisfaction

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