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
