Chatbot Author

SUMMARY:
Chatbot Author to work with our business analysts, micro-service and RPA developers to create agent centric Chatbot journeys that optimize the processes they follow to assist customers with their queries when they call into the call centre. Must be available immediately for a fixed term contract.

POSITION INFO:

Requirements:
Matric/Grade 12 is essential
3 year degree/diploma in Computer Science, Information Systems, Business admin
Understanding of chatbots, conversational flow and NLU is essential
Experience or knowledge of LUIS and Microsoft Chatbot tools is preferred
Experience or knowledge of any other Chatbot tool is beneficial
Experience or knowledge of the telecommunications industry, call centre, retail, or telesales environment is preferred
Experience working with agile methodologies
Understanding of regex is beneficial
Must be willing to do call centre/store visits as they are our key clients
Programming knowledge and experience


Duties:
Create journey flows using Visual Designer
You will be required to create the journey flow based on the journey design, microservice responses, and RPA bot requirements
You will need to think on your feet to make sure certain validations and criteria specific restrictions are catered for  
Assist the business analysts to design and create the most optimal journeys that follow business rules and processes
Participate in design sessions with the business analysts to identify any improvements to the proposed journey
Participate in design sessions with agents and product owner to make sure the design fully fulfils its purpose
Provide input on how we can improve the current journeys available to agents
Provide input on how a journey can be optimized, shortened, or improved to make sure it covers all the aspects that will assist the agents to help the customers more effectively and efficiently
Provide input on improvements that can be made to the tools or way of work that will have a positive impact on how journeys are provided to the agents
Work with odevelopers to identify information needed for and from the journey
Host sessions with microservice developers to help identify the responses from microservices required to enable you to create the journey flow in accordance with the journey design
Work with our RPA developers to identify the responses needed from the journey to fulfil the RPA bot’s purpose.
Work with business analysts and agents to identify any new journeys that will further assist agents to do their work more efficiently and effectively
Provide assistance and feedback on the LUIS model that will be used to train TOBi Assist understand the agents better

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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