AI Business Systems Analyst

4 weeks ago


San Jose, California, United States ACL Digital Full time
Job Title: AI Business Systems Analyst

We are seeking an AI Business Systems Analyst to help us define new and improved customer self-service experiences that harness the capabilities of an AI-driven, conversational platform to deliver an exceptional customer experience.

Key Responsibilities:
  • Identify and document customer friction points and underutilized opportunities in chat-enabled self-service channels.
  • Quantify opportunities that will evolve into new features and improved experiences.
  • Work with our Conversational Designers to develop customer-friendly, conversational flows to guide customers to relevant answers and self-service options.
  • Evaluate existing capabilities and various workflow automation into the conversational experience to enable customers to self-serve.
  • Assist with the development and improvement of the Conversational NLU model.
  • Monitor and improve the performance of conversational experience.
  • Work with partners to incorporate new features to support corporate initiatives.
Requirements:
  • Hands-on experience in the development, training, and tuning of Natural Language Understanding (NLU) models.
  • Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities.
  • Experience with producing performance reports to track KPIs.
Preferred Qualifications:
  • Hands-on experience with BotBuilder, Google Dialogflow CX, or some other conversational AI creation environment.
  • Strong abilities in sketching, mocking up, and evaluating interaction designs.
  • Experience with Generative AI and Large Language Models.
  • Desire to learn and grow conversation design skills.


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