Conversation Experience Specialist
TLDR
Design and optimize multi-channel conversations for an AI banking assistant, documenting solutions and driving performance improvements.
About Us
We are ambitious to build a great global brand and we also take a lot of pride in having built a world-class product and continue to do so in a cutting edge field like Natural Language Understanding.
Today, interface.ai provides an out-of-the-box AI Assistant that acts as a “Personal Bank Teller” to help customers 24x7 through every step of the journey from a prospect to a customer. It is used by several financial institutions (FIs) across 5 countries spanning millions of conversations. Our customers have already witnessed over $50M+ ROI in just under 12 months.
Our vision is to put an AI-powered Person Banking Assistant in everyone's pocket that not only helps with day-to-day banking needs but also helps with financial education to help each individual achieve financial wellness.
As a Conversation and Experience Specialist you will be in charge of :
- Act as an extended part of the customer organisation to understand the knowledge and conversational needs for the virtual assistant.
- Create and maintain technical and solution documentation of the virtual assistants.
- Design conversations using organisation best practices for the virtual assistants to be used in multiple channels.
- Configure new and existing conversations & experiences for the virtual assistants in interface.ai’s proprietary platform and tools.
- For the virtual assistants, Identify
- the opportunity to optimize / improve existing conversations
- new conversations to be added into virtual assistant’s knowledge.
- Participate in external and internal meetings and workshops aimed towards virtual assistant’s performance discussions and conversation improvements.
- Generate / Review required performance reports on daily, weekly and monthly schedules to external and internal teams.
You can be a great fit if you are :
- Should have exceptional writing and editing skills in English.
- Should have experience working in the call center of banking, e-commerce or retail.
- Should have a minimum of 3 years’ experience within a contact center environment with at least 1 year of experience as a front line agent, and 1 year of experience as a process trainer.
- Should have excellent conversational design and analytical skills.
- Has critical thinking ability
- Previous experience in content creation and modification for chatbots preferred
- Have thirst for knowledge and a love of research
- Have a growth mindset and can’t resist learning about new developments in your field.
- Ability to work in a 24x7 environment
- Previous experience in working in a hybrid support environment (chatbots + chat support + voice support) would be an added advantage.
- Previous experience in a fast-paced startup environment will be an advantage.
interface.ai builds an AI Assistant that serves as a Personal Bank Teller, offering round-the-clock support to customers of financial institutions during their entire banking journey. With users across five countries and proven ROI exceeding $50M in the first year, we aim to empower individuals with tools for financial wellness and education.