Chatbot Analyst - Operations Support, MariBank

Job Description

• Develop and implement strategies to enhance the chatbot user experience.
• Conduct comprehensive quantitative and qualitative analyses of user behavior and experience.
• Execute UATs and live testing to identify and eliminate inefficiencies.
• Collaborate with stakeholders to understand policy and process dependencies while managing potential risks.
• Deliver regular progress reports on a daily, weekly, and monthly basis.

Responsibilities

• Execute the daily tagging process for the chatbot.
• Validate the accuracy of daily tagging for the chatbot.
• Conduct regular scrubbing of chatbot interactions.
• Provide recommendations for improving the Intent List, FAQs, and articles based on tagging and scrubbing insights.
• Analyze weekly performance metrics to drive chatbot enhancements.
• Enhance the overall chatbot experience.
• Maintain and update the Intent L...