Understand Shopee's chatbot functionalities in detail: Take ownership on Shopee Chatbot, develop SOP and solution to improve self service and quality for Shopee users
Actively benchmark competitors and other regions and propose new available technology /models for better user experience and/or efficiency.
Develop and manage end to end models and tools, liaise with different functions, identify top contact drivers and mitigate contacts to Live agent by utilizing available Chatbot tools.
Propose modifications for improving the chatbot's capabilities.
Serve as a communication bridge between regional and local to address upcoming modifications and new features of Shopee's chatbot.
Data analysis: Understand the data provided by regional team and have a critical mindset to propose changes based on unmet KPIs. Able to work independently and based your steps on data analysis
Conduct testing in user acceptance for all upcoming product features to carry out the required tasks to ensure a seamless deployment of these.
Ensure a high level of communication with our BPOs to constantly collect their perceptions as to how to improve our chatbot and other systems.
Understand critical issues through accurate and focalized data analysis of our ongoing projects.
Work with regional/ drive regional project for chatbot automation
Requirements:
Bachelor's Degree
At least 2 years experience in product testing, product management, data analysis, AI automation or comparable experience in other data-driven environments.
