Conversional Service Manager
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Key skills for this role
About the Role
Etihad Airways seeks a Conversational Service Manager to oversee the daily operational health and performance of conversational AI bots across chat, IVR, and social channels.
Key Skills for This Role
Responsibilities
- Conduct daily deep dives into chat and voice transcripts to monitor user journeys and analyze friction points
- Monitor GenAI and LLM driven responses to catch and eliminate hallucinations and factual inaccuracies
- Review daily bot resolution and containment metrics and optimize bot logic
- Analyze daily fallout logs and unhandled intents, re classify inputs, and fine tune NLU model
- Ensure knowledge sources are accurate and properly ingested
- Test prompt adjustments and logic changes in staging environments
- Identify emerging customer pain points and champion new self service use cases
Requirements
- Bachelor Degree or equivalent in Computer Science or Information systems
- 7+ years of experience in digital customer operations, contact center technology, or digital product management
- At least 3 years dedicated to managing conversational AI platforms, chatbots, or voice bots
- Experience with GenAI and LLM driven responses
- Strong analytical skills to review transcripts and identify friction points
Full Job Posting
Synopsis
- This is a highly analytical, hands on role dedicated to the daily operational health, accuracy, and performance of our conversational AI bots across Chat, IVR & Social channels.
- The primary focus is to review daily passenger conversations, identify and eliminate AI hallucinations or logic loops, and fine tune conversational models in real time.
Accountabilities
- Conduct daily deep dives into chat and voice transcripts to monitor user journeys, analyze friction points, and identify why specific passenger queries failed or dropped off.
- Actively monitor GenAI and LLM driven responses to catch and eliminate hallucinations, factual inaccuracies, or off brand behavior.
- Review daily 'Bot Resolution' and 'Containment' metrics and optimize bot logic.
- Analyze daily fallout logs and unhandled intents, re classify inputs, add training phrases, and fine tune the NLU model daily.
- Ensure the underlying knowledge sources are accurate, structured, and properly ingested.
- Safely test prompt adjustments, logic changes, and copy tweaks in staging environments.
- Regularly review fallback logs during high volume periods to identify misunderstood passenger intents.
- Identify emerging customer pain points and channel trends to champion new self service use cases.
Education & Experience
- Bachelor Degree or equivalent in Computer Science or Information systems.
- 7+ years of experience in digital customer operations, contact center technology, or digital product management.
- At least 3 years dedicated to managing conversational AI platforms, chatbots, or voice bots.
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