Chatbot Trainer, Service Engagement
Bring your career aspirations to life with AIA!
The Chatbot Trainer will build, modify, test and maintain Chatbot applications on multiple user platforms. Roles and Responsibilities:
Chatbot Training and Conversation Experience Review
- Identify trends / patterns in customer interaction and non-speech data that present opportunities for improvement to operating efficiencies, customer experience, and process improvement
- Manage the process of reviewing and maintaining the Chatbot conversational experience
- Monitor the performance of Chatbot, frequently review key metrics and reports, make updates to existing conversation experiences based on review of customer interactions
- Define recurring questions that can be handled by Chatbot and improve the dialogue flow to handle such questions
- Correct and re-train failed or misunderstood dialogues to improve the
- learning and training of Chatbot and optimize the overall experience
Minimum Job Requirements:
- Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements
- Diploma holder or above in Information Technology, Computer Engineering, Computer Science or related disciplines
- Secondary education graduate with min 2 years related working experience are welcomed too
- Good understanding of IBM Watson NLP tools including DialogFlow, intent and entity design (On-the-job training will be provided)
- Fluent in verbal and written English and Cantonese
- Good understanding of ML / AI / NLP and sound knowledge in utterances, entities, intents, classification, annotation, business rules and APIs preferred
- Basic insurance and pension knowledge
- Candidates with less working experience but got project experience in chatbot designing, developing and deploying conversational virtual assistants will also be considered
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