Responsible for the development, maintenance, and continuous optimization of AI Customer Service Chatbots, including improving bot response quality, reducing escalation-to-human rates, and enhancing customer satisfaction
Manage customer service-related tools and platforms, including but not limited to Zendesk, internal help desk systems, ticketing workflows, automation rules, and knowledge base configurations
Drive AI adoption in customer service scenarios by evaluating and implementing suitable AI tools, platforms, or model capabilities to improve service efficiency and user experience
Collaborate closely with Product, Technology, and internal Customer Service teams to drive project implementation and execution
Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives
Analyze customer service data and user feedback to continuously optimiz...