- Use internal AI assistant on every conversation to review, refine, and approve responses before they reach the customer.
- Train the AI by catching errors and feeding structured corrections back into the system.
- Identify and fix gaps in the knowledge base, tooling, and integrations.
- Act as an escalation point for complex issues like call flows, connectivity, and audio quality.
- Diagnose technical VOIP issues such as latency, jitter, firewalls, and ISP behavior.
- Inspect logs and replicate issues to support L2 and Product teams.
- Write and improve documentation to train both customers and the AI.
- Analyze conversation patterns to surface recurring issues and automation opportunities.
- Contribute to prompts, workflows, and guardrails to improve AI performance.
Artificial IntelligenceData AnalysisTroubleshooting+2 more