| Job Location | Gurgaon, India |
| Education | Bachelor's degree / higher diploma |
| Salary | Not Mentioned |
| Industry | IT Services |
| Functional Area | Not Mentioned |
Duties and responsibilitiesSensing /Scenario makingRaw Data gathering from various available sources such as- Live chats logs, chatbot logs, FAQs etc.Finding possible questions for the Chatbot question bankMake answers to the questions that customers can ask via chatMake answers or scenarios same as a dialogue between human agent and customerCreate static answers to resolve frequently-asked-questions via chat by analyzing live chat dialogues; making scenarios to clarify and troubleshoot customer issuesCreate static answers to handle customers queries not only related to product issue, but also asked frequently via live chat; making scenarios to clarify and troubleshoot customer queriesModify answers or scenarios according to the feedbacks from QA team ParaphrasingMake paraphrases of standard questions created by scenario team andParaphrase questions asked by customers in different ways by referring to live chat dialogues based on correct Grammar rulesModify paraphrased sentences according to the feedbacks from QA teamAdd synonyms of technical terms in order to increase the coverageAnalyst Review / confirm / modify / reject all the outputs created by scenario team and paraphrase teamEnsure satisfactory and accurate resolution to all the customers queries with technical knowledge about Samsung productsProvide technical supports to scenario team and paraphrase team about chatbot tool / logic / product knowledge / customer service, etc.Perform Simulation Tests for Chatbot before Confirming the final releasePerform Live customer ReviewsEnsure customer satisfaction at every answerAnalyze raw data of chatbot to improve coverage and accuracycoordinate with other internal departments to ensure resolution; Act as a liaison between other teams in Curation team - Contents management team / Live Chat team / Customer service team? /R&D teamProvide feedbacks to Scenario team / Paraphrase team / Customer Service team / R&D center / other related departments in Samsung based on analysisSimulate chatbot and confirm to go live if okayExtract and share KPI reports on both daily and weekly basisSet up targets for scenario team / paraphrase team and monitor the achievement
Keyskills :
Data Analysis
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