Chatbot Experience Specialist

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

In this role, you will be tasked with managing the day-to-day chatbot operations for the Operations Division. You will also oversee the migration of our existing chatbots into generative AI platforms.

Job Description:

You are expected to do the following main duties:

1.Collaborate with our AI Technology Teams to design, test, deploy, and maintain AI chatbots.

• Integrate AI chatbot solutions with multiple platforms
• Troubleshoot, debug, and see to the successful deployment of chatbots on various channels.
• Conduct Chabot demo/training and other activities
• Continuously monitor performance, report on the progress, and define strategies for enhancements.
• Introducing features and functionalities that is aligned with the user’s needs. This can be gauged through usage patterns, enquiries received at touch-points
• Engage with distribution teams to conduct training sessions and sourcing for feedback on areas of improvement.
• Working with business champions to understand context, topics, and types of common questions to ensure that the bot is equipped with appropriate responses.
• Participate in requirements analysis, design, and implementation of technical solutions, and actively drive project delivery to production.

2. Managing the existing chatbot contents by:

• Design conversations that customers and advisors can connect with when they interact with the bot
• Review the conversation flows to include disambiguation questions that will lead to a correct response.
• Study the pattern of users and their usage journey, review key metrics and reports.
• Prepare monthly stats and reports for management review.

Who we are looking for:

Competency & Personal Traits

• Excellent command of the English language (spoken and written)
• Good interpersonal skills with a passion for customer service and AI technology. 
• Adaptable to fast-paced and challenging work situations, changing business conditions
• Self-driven for results and is achievement-orientated for the targets set
• Creative and resourceful to overcome challenges and objections faced in order to reach targets
• Meticulous and focused
• Prior experience in using IBM Watson, Haptik and/or other chatbot development platforms.
• Sound knowledge of AI/chatbot development landscape, tools, and other frameworks
• Working knowledge of frontend technologies such as HTML, JavaScript and JSON.
• Fundamental knowledge in MySQL or other databases

Work Experience

• At least one year relevant experience in chatbot operations.
• Prior experience working in an insurance company will be an advantage.

Education

• A bachelor’s degree in Data Analytics / Information Technology / Computer Science

 

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.