Associate - Self-service Analyst with Bot Experience

Job Description

The Self-Service Analyst assists with the management of Virtual Assistants on the ETRADE website. Recurring tasks include authoring and publishing customer-facing content, identifying improvement opportunities, and bot model management such as testing and training bots specific to ETRADE products and services. A Self-Service Analyst has an affinity for content management, project management and can participate in collaborative efforts to improve bot performance, with the autonomy to design and advise on performance advancements. Responsibilities Collaborate with Subject Matter Experts (SMEs) and business owners to ensure content is current, accurate and effective. Perform content maintenance and review of all content for accuracy, organization, and other regulatory requirements. Support product releases of Chatbot by thorough User Acceptance Testing of bot functionality prior to update releases. Identify content gaps as well as opportunities for increased self-service content performance, call deflection and customer experience. Continually review and analyze customer engagements across all active bots to identify trends and make updates on actionable requests. Analyze conversational text to determine bot performance and take action to increase performance in bot Natural Language Understanding (NLU).