Nespresso is looking to implement customer-service focused chatbots to streamline customer services and other communication processes, thereby enhancing the online customer experience and managing the digital transformation of customer interactions.
Requirements
- NLU/NLP and/or Generative AI models
- Proficient in handling various datasets, including text, images, and other logs or clickstreams.
- Strong business and technical expertise within digital engagement realm including but not limited to: email, live chat, social media, Sprinklr, chatbot, AI, ratings and review, Genesys and SHELF.
- Recent experience in automation, machine learning applications and working with chatbots required.
- Knowledge of JIRA is an asset, preferred.
- Ability to work with all levels of the organization.
- Strong judgment in decision-making.
Responsibilities
- Implement customer-service focused chatbots, where you will design, author, and manage conversational journeys using NLU/NLP and/or Generative AI models to facilitate seamless communication with customers via text chat.
- Create automated text flows through our chatbot platform to streamline customer services and other communication processes.
- Test and debug business communication flows as necessary, review and simplify code when needed, and evaluate chatbot performance using a developed measurement framework.
- Develop internal tools and scripts to simulate user queries, test bot performance, validate response accuracy, and identify system bugs
- Clean and analyze data from bot conversations to identify patterns and insights for model tuning.
- Train, test, and maintain models by measuring quality and performance on representative data sets.
- Set up and execute regression and performance tests to ensure the quality of conversational components and continuously improve performance according to best practices.
Other
- At least 2 years experience working in a Contact Center or other customer-experience focused team.
- Bachelor’s Degree is not required but is strongly preferred.
- Strong digital acumen and interest.
- Demonstrated ability to understand and anticipate customer needs.
- This is a full time position and ability to work 40 hours per week is required.
