- Own the end-to-end performance of Ashley Digital's AI customer experience, defining customer intents, desired outcomes, success metrics, and conversation strategy across all AI workflows.
- Design, test, and continuously improve conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions.
- Monitor customer sentiment, conversation quality, and behavioral analytics to continuously improve tone, clarity, empathy, and resolution quality.
- Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, and conversion metrics to identify optimization opportunities.
- Build and maintain a continuous improvement framework by leveraging customer sentiment, QA findings, and experimentation.
- Conduct recurring conversation reviews to identify friction points and emerging customer trends.
- Partner with cross-functional teams including Customer Support, Product, Engineering, and Legal to align AI experiences with business priorities.
- Own and maintain the enterprise knowledge base, ensuring it serves as the trusted source of truth for both AI and human support.
- Establish scalable knowledge management practices, including taxonomy, governance, and content lifecycle management.
- Communicate performance trends and strategic recommendations to stakeholders through reporting and dashboards.
TableauNotionLooker+2 more