AI Business Systems Specialist
2 weeks ago
eBay Inc. is seeking an AI Business Systems Analyst to help us redefine customer self-service experiences using an AI-driven, conversational voice platform. As a key member of our team, you will work closely with Product Managers, Conversational Designers, Engineers, and business partners to develop exceptional customer experiences that are easy to use and wow our customers.
Key Responsibilities:
- Identify and document customer friction points and underutilized opportunities in voice- and/or 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 our voicebot and chatbot solutions.
What You Will Bring:
- BS/BA in Computer Science or related field plus 5 years' work experience, or MS with 4 years' relevant experience.
- Experience with conversational flow design in Kore.ai, Google Dialogflow, Amazon Lex, Nuance Mix, or similar platforms in a customer service or contact center environment.
- 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.
- Demonstrated experience in articulating, negotiating, and refining design solutions with partners.
- Strong abilities in sketching, mocking up, and evaluating interaction designs.
- Comfort operating in global environments across cultures, locations, and time zones.
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