Company Description
OutPLEX is a leading international digital and voice customer contact management services organization that has been providing innovative solutions for over 20 years. OutPLEX specializes in outsourced customer service, digital messaging, automation, as well as in sales, technical support, and voice. The company has expertise in multiple verticals and supports solutions to government agencies and large companies with over 30% of the Fortune 500 relying on them.
Role Description
This is a full-time on-site role in Santo Domingo for Chatbot Conversations Analysts, (BOT Tuners). The Chatbot Conversations Analyst will be responsible for monitoring and analyzing chatbot conversations to identify areas of improvement, providing feedback on chatbot performance, and working with the development team to improve chatbot functionality. The Chatbot Conversations Analyst will also be responsible for ensuring the chatbot is aligned with the client's business objectives and able to provide effective solutions to customers.
Responsibilities:
- Review interactions of the assigned chat bot to find, analyze and correct conversational trends, bot confusions or false positives.
- Review data to find bot opportunities: mismatched phrases report, phrases under the threshold percentage of matched content.
- Tune the bot accordingly: add tags, synonyms, typos, intent phrases, etc.
- Create new knowledge base articles that answer the customer's inquiries. (new KB articles can be seasonal such
- as a promotion for Black Friday Sales)
- Report bugs, design issues or design-related bot issues/confusion to the Developers or Design Team.
- Participate in team meetings and bot metrics reports for the Client.
Qualifications
- Proficiency in analyzing chatbot conversations and identifying areas of improvement.
- Strong understanding of chatbot performance metrics and KPIs.
- Experience with chatbot development and improvement preferred.
- Experience with quality analysis of chat, Email or SMS projects is a plus.
- Excellent written and verbal communication skills.
- Ability to work in a fast-paced environment and meet deadlines.
- Strong attention to detail.
- Familiarity with customer engagement strategies and chatbot best practices.
