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AI Solutions Manager, Contact Center
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Full-time
- Founded in 1935, our focus has always been to put people first
- Preferred Hybrid - Jericho, NY or Southington, CTResponsibilities:Analyzation of contact center data to identify opportunities to grow self-service in the IVA and chatbot to improve functionalityCollaborate with cross-functional teams to generate content to be used as training material for virtual agents.
- Based on this understanding, design AI-driven solutions tailored to improve customer experiences within the contact center environmentUtilize data analytics and machine learning techniques to analyze customer interactions, identify trends, and drive actionable insights.
- Design and implement AI-driven automation processes by working directly within our virtual agent interface to maintain and grow its capabilities.
- Regular testing and validation of our virtual agent’s responses to unscripted requests.
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