AI Chat & Conversational Specialist

Description:

AI Chat & Conversational Specialist (3 Month Contract) - North East - Up to £750 per day + expenses
 
About the Company 
 
Our client is the UK's leading leisure organisation amassing over 2.5 million bookings each year across over 60 locations nationwide, they are looking to hire a creative and innovative AI Chat and Conversational specialist on an initial 3 month contract.
 
The role will guide and coach the organisation through a period of transformational change in relation to their customer service through cutting edge AI technologies. They are committed to enhancing customer satisfaction by providing seamless interactions that helps their customers find or amend their booking requirements, all while promoting self-service options to empower their customers.
 
Due to the nature of this role, it is NOT remote and the successful contractor would need to be on-site for 4-5 days per week for the duration of the contract. Travel and accommodation will be expensed in addition to the day rate.  
 
AI Chat & Conversational Specialist (3 Month Contract) - The Role 
 
We are seeking an experienced AI specialist with expertise in best practice implementation of generative AI into voice, live chat and back office systems to support our contact transformation strategy.

You will play a pivotal role in leading and guiding us to craft intuitive and engaging conversational experiences that prioritize customer satisfaction and streamline customer interactions.

Your primary focus will be on laying the foundations, operational practices and governance for us to efficiently route customers based on their intent, leveraging advanced AI capabilities to optimize self-service options, and continuously improving our conversational systems to meet evolving customer needs.

AI Chat & Conversational Specialist (3 Month Contract) - Requirements

Bachelor's degree in Computer Science, Human-Computer Interaction, Linguistics, or a related field. Or professional qualification.
Proven experience in using generative AI for contact strategy and conversation design, with a focus on voice AI, chatbot, and IVR systems.
Strong understanding of natural language processing (NLP/NLU) technologies and machine learning
Demonstrated ability to design and implement complex conversational flows, considering factors such as user intent, context, and system capabilities.
Experience working in a customer service environment and a deep understanding of customer needs and preferences desirable
Excellent stakeholder management, communication and collaboration skills, with the ability to effectively convey technical concepts to both technical and non-technical stakeholders.
Creative problem-solving skills and a passion for delivering exceptional user experiences through innovative AI solutions. AI Chat & Conversational Specialist (3 Month Contract) - Responsibilities

Build relationships and effective ways of working with our chosen AI and Live Chat suppliers to set up for success
Work with the Customer Engagement Centre and IT teams to set up operational practices and governance for effective conversational design, AI training, measurement, CI and roadmap
Coach and guide our team in best practice around conversational flows and prompt writing and managing generative AI platforms
Design and develop best practice conversational flows for voice AI, chatbot ensuring a seamless and natural interaction experience for customers.
Collaborate closely with cross-functional teams, including product managers, digital teams, and customer support specialists, to understand customer and colleague needs and business requirements.
Set up intelligent routing systems that accurately identify and prioritize customer intents.
Recommend and implement strategies to promote self-service options and empower customers to find solutions autonomously, reducing reliance on live human support channels.
Conduct regular analysis and optimization of conversational systems, leveraging data insights and user feedback to enhance performance and user satisfaction.
Stay updated on industry trends and emerging technologies in conversational AI, contributing innovative ideas and best practices to drive continuous improvement. About Us
 
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