Chatbot Conversational Designer

Chatbot Conversational Designer:

Chatbot Conversation Designer will be responsible for the new chatbot product deployed on multiple channels. The role holder will be accountable for designing and optimizing the conversation flows in the chatbot, becoming the SME on the chatbot user interface, taking responsibility for building the journeys and ensuring the right intents and actions, along working closely with the solution provider to identify new opportunities. The role holder will be our SME in chatbots, with a strong interest and passion for the emerging tech with chatbots, keeping abreast of industry developments with Open AI, ChatGPT, AI-powered chatbots, etc.

Responsibilities

• Collaborate with stakeholders to understand user needs and business requirements and translate them into effective conversational designs. Create user flows, interaction models, and dialogue scripts to guide the development of NLU-powered Chatbots, voice assistants, and other conversational interfaces.
• Craft clear, concise, and engaging dialogue scripts that mimic natural language interactions. Develop conversational branching and handle user queries and requests effectively, considering various user scenarios.?
• Manage Chatbot intents, analyzing customer conversations to implement improvements
• Be the SME on the chatbot Kore.ai platform to design and build chatbot journeys
• Regularly review reporting to understand usage, sharing insights back with the digital team
• Work closely with digital and third-party vendors, to raise any defects that arise to fix within a timely manner - ensuring any impact to sales or service teams is communicated
• Understand and use the Three Business tone of voice to ensure clear conversations with customers that reflect our brand in a user-friendly way
• Work closely with the digital team to understand website and app journeys, key priorities and focus areas to ensure the chatbot journeys support the digital ambition and goals
• QA test the chatbot experience from start to finish, ensuring any bugs are recorded, reported, and fixed
• Ongoing qualitative analysis of customer feedback to recommend changes in the chatbot
• Collaborate with different business areas to iteratively grow the chatbot and deliver customer-centric solutions to a wide range of intents
  Skills
• Demonstrable experience in designing and building chatbot conversation flows with the Kore.ai platform- 4Yr.
• Experience working as a user experience/conversation designer
• Excellent written and verbal communication skills supported by knowledge of grammar and proof-reading skills
• Experience working in a digital agile environment
• Good understanding of AI and machine learning concepts, and experience with NLP and NLU technologies a plus.
• Experience and certification in the Kore.ai Chatbot platform are mandatory
• Familiarity with popular conversational design platforms and tools, such as Dialog flow, Dialog Engine, MS Luis, or IBM Watson is a plus
• Experience working as a user experience/conversation designer
• Excellent written and verbal communication skills supported by knowledge of grammar and proof
• Must have Kore-certified skills