- Design, build, and continuously optimize AI chatbot playbooks and conversational flows in our Decagon AI platform
- Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection), identifying opportunities to improve resolution and customer experience.
- Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey.
- Build clear documentation and escalation paths for when AI self-service cannot fully resolve a customer issue.
- Analyze bot feedback and performance trends to identify key drivers of satisfaction and friction.
- Translate feedback into actionable recommendations for AI product, operations, and support.
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