Conversational AI | SR

Work on the evolution of digital Customer Experience channels, focusing on chatbots, AI, automation, FAQ, and self-service journeys. The professional will be responsible for analyzing user behavior and channel metrics to identify improvement opportunities, also working on the configuration and optimization of chatbot flows, content curation, prompts, and digital journeys. The position combines analytical vision and user experience knowledge with hands-on work in chatbot, AI, and automation tools, aiming to increase user resolution and improve metrics such as Deflection and BSAT. Act in the configuration, evolution, and optimization of chatbot flows and digital self-service journeys. Work with AI, chatbot, and automation tools, performing configurations, adjustments, and fine-tunings. Structure and optimize conversational logic, prompts, and chatbot interaction paths. Analyze data and channel metrics to identify improvement opportunities and support decision-making. Analyze the main user interaction paths, identifying drop-off points, low resolution, and automation opportunities. Support the creation, editing, and optimization of Help Center and FAQ content, considering UX Writing principles. Use metrics such as Deflection and BSAT to evaluate the performance of digital journeys. Identify service gaps and propose new journeys, automations, and improvements to existing flows. Utilize tools...