Tech Stack

Description

You will drive measurable improvements in self-service and case deflection by optimizing AI chatbot and knowledge base systems. This role is critical to enhancing customer experience and reducing friction.

Responsibilities

• Monitor chatbot KPIs and implement workflow improvements to boost case deflection and customer satisfaction
• Design and implement new chatbot workflows in Forethought AI to improve self-service rates
• Use AI analytics and knowledge gap dashboards to prioritize high-impact workflows and Help Center updates