Chatbot Business Analyst - Operations, MY Marketplace

About the team

We are looking for a Chatbot Business Analyst to join our e-commerce customer service team. As a Chatbot Business Analyst , you will be responsible for shaping the evolution of our AI-powered Chatbot by crafting advanced chatbot scripts, refine response protocols, and delve into performance metrics to pinpoint improvement opportunities. You will work closely with internal Shopee teams to establish a cohesive approach to address user problems and spearhead innovative initiatives that push the boundaries of customer experience.

What you'll do

• Develop training materials and programs for the chatbot, including chatbot scripts, response guidelines, and data analysis tools.
• Train the chatbot to understand and respond to customer inquiries and complaints, using machine learning techniques and natural language processing.
• Analyze chatbot performance data and customer feedback to identify areas for improvement and make necessary updates to the chatbot's training.
• Collaborate with developers and engineers to ensure chabot’s functionality meets user expectations.
• Stay up-to-date with the latest AI and chatbot technologies and trends, and apply them to enhance the chatbot's capabilities.

Requirements

• Candidates with 1-2 years’ experience in project management roles, where experience in e-commerce customer operations or Chatbot training is a plus
• Fresh graduates with relevant backgrounds in Computer Science, Data Science and AI relevant disciplines will also be considered.
• Strong analytical and problem-solving skills, with the ability to analyze large amounts of data to identify trends and make informed decisions.
• Excellent communication skills (written and verbal) in both English and BM.
• Strong interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.