AI Specialist
- IntouchCX
- 2 - 5 years
- Hyderabad
- 28 days ago
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Job Description
About the Job
Were looking for a skilled and passionate AI Specialist to join our team and play a pivotal role in enhancing our operations. You'll be instrumental in optimizing our AI-powered bots, refining our knowledge base, and driving improvements in our AI prompt engineering for superior customer and agent experiences.
As an AI Specialist, You Will
- Train, test, and fine-tune AI bots to improve their accuracy, understanding, and responsiveness.
- Identify and resolve common bot escalation points and areas for improvement through ongoing analysis of bot interactions.
- Collaborate with agents and supervisors to gather feedback and identify training gaps for the bots.
- Develop, update, and maintain comprehensive knowledge base articles to ensure accuracy, clarity, and ease of access for both bots and human agents.
- Work closely with subject matter experts to gather information and ensure the knowledge base reflects the latest policies, procedures, and product information.
- Implement strategies for continuous improvement of knowledge base content based on usage patterns and feedback.
- Design, develop, and refine AI prompts to enhance the quality and effectiveness of bot responses and agent assistance tools.
- Experiment with different prompt structures and techniques to optimize AI performance for various contact centre scenarios.
- Work with the QA team to integrate AI prompt quality metrics into existing contact centre QA rubrics.
- Analyze AI-generated responses and bot interactions against defined quality standards, identifying areas for improvement and providing actionable feedback.
- Contribute to the development and refinement of AI quality auditing processes and tools.
- Partner with AI/ML engineers, data scientists, contact centre operations, and QA teams to implement AI solutions and improve overall system performance.
- Communicate insights and recommendations effectively to both technical and non-technical stakeholders.
As an AI Specialist, You Need
- Bachelors degree in computer science, Linguistics, Data Science, or a related field.
- Experience working in a contact centre environment or with contact centre technologies is a strong plus.
- Familiarity with prompt engineering techniques and their application in conversational AI.
- Strong understanding of knowledge management principles and experience in developing and maintaining knowledge bases.
- Excellent analytical skills with the ability to interpret data and identify trends to drive improvements.
- Exceptional communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly.
- Familiarity with AI quality assurance methodologies and auditing processes is a plus.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality SpecialistEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: software testing auditing artificial intelligence process audit quality assurance quality audit content editing knowledge management proof reading editing creative writing content development data science content writing
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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