AI Support Experience Specialist

Degree in Data Analytics, Communications, Marketing, Business, or a related field. Experience developing and optimizing chatbot playbooks and conversational flows, with an understanding of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management. Exceptional written and verbal communication skills, with experience writing and refining scripts for customer-facing AI across both chat and voice channels, including attention to conversational pacing and natural language patterns. Strong analytical skills with the ability to interpret CSAT, NPS, and chatbot performance data and turn them into actionable insights. Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics) to extract insights and track bot performance. Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven customer interactions.

Design, build, and continuously optimize AI chatbot playbooks and conversational flows. 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.