Hema - Robot Intelligent Construction and Operation (Call Center) - Shanghai

job description

1. Carry out daily training of customer service intelligent robots (including text robots and AI robots), and be responsible for the robot service resolution rate 2. Pay attention to and analyze robot indicators, optimize and adjust the robot's speech configuration and process logic in combination with business processes, complete configuration, maintenance and operation work, and improve various indicators and achievements 3. Promote robot intelligent projects, assist business development, analyze user needs, and improve user experience. With the optimization of business processes and product functions as the direction, timely discover and refine problem characteristics, and be able to produce project and product optimization suggestions, and complete demand communication and promotion with the research and development team 4. Responsible for establishing daily operation specifications, tools, processes, training, reports and other systems for intelligent business 5. Responsible for the maintenance of the existing knowledge content library of customer service, analyze business development needs, continuously improve the business knowledge base framework, and sort out business processes.

Job Requirements

1. Bachelor degree or above, more than 3 years of experience as intelligent customer service product manager, intelligent operation or demand analyst, with the ability to communicate with R&D and algorithms 2. Experience in building or maintaining the entire process of customer service automation, a relatively deep understanding of service products and artificial intelligence, solid experience in intelligent customer service operations, the ability to deeply analyze and refine customer needs and pain points and apply AI to solve problems 3. Proficient in AxureRP, Xmind, Office and other tool software, proficient in prototyping and demand document writing 4. Have good business awareness and logical thinking ability, cross-departmental communication and problem-solving ability 5. Good at teamwork, understand and adapt to changes, able to handle multi-tasking work, take results and actions as criteria, be tough and not fragile