SUMMARY:
Our client in the Telecom industry based in Cape Town is looking for a Chatbot author for a 12 months contract .
POSITION INFO:
In essence, the role of Chatbot Author is to work with our business analysts, microservice 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.
Key Responsibilities
· Create journey flows using Visual Designer
o 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 our business analysts to design and create the most optimal journeys that follow business rules and processes
o Participate in design sessions with the business analysts to identify any improvements to the proposed journey
o 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
o 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
o 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 our developers to identify information needed for and from the journey
o 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
o 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
Key Requirements, Competencies, Knowledge and Experience
· Matric/Grade 12 is essential
o 3 year degree/diploma in Computer Science, Information Systems, Business admin is beneficial
· Must be computer literate
· Understanding of chatbots, conversational flow and NLU is essential
o Experience or knowledge of LUIS and Microsoft Chatbot tools is preferred
o 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
· You must be willing to learn and think quick on your feet as this is a very fast pace environment which will test your ability to react to changes and evolving expectations
· Must be willing to do call centre/store visits as they are our key clients
· Programming knowledge and experience is beneficial but not essential
NB! This job is now closed. You can apply for other jobs by uploading your CV.
