GenAI CX Intern: Virtual Agent & Agent Assist

Jobtailor; Kuala Lumpur; On-site; MYR 17,000 - 28,000; Part time

Job summary

Jobtailor is seeking an intern to support GenAI initiatives within our Virtual Agent and Agent Assist programs in Kuala Lumpur. You will work with cross-functional teams to document use cases, flows and success metrics, while learning to refine prompts and testing plans.

Ideal candidates are undergraduates or recent graduates with strong analytical abilities, Excel/Sheets proficiency, and interest in data-driven customer experiences. This 6-month internship starts September in Malaysia.

Qualifications

• Strong problem-solving and analytical skills.
• Ability to turn data and observations into clear insights.
• Good project management and organisational abilities.
• Excellent written and verbal communication skills.
• Undergraduate student or recent graduate; 6-month internship from September.

Responsibilities

• Support end-to-end delivery across GenAI lifecycle for Virtual Agent and Agent Assist initiatives.
• Collaborate with CX operations, product, design, engineering, data/AI, QA and content teams.
• Document use cases, journeys, needs and acceptance criteria.
• Refine Virtual Agent conversation flows, prompts, fallbacks, escalations and routing.
• Validate and improve Agent Assist outputs including suggested answers, knowledge retrieval and summaries.
• Analyse conversation logs, contact drivers and agent feedback to identify pain points and automation opportunities.
• Curate utterances, intents and content; identify gaps and edge cases.
• Execute test planning, regression testing, UAT support and defect logging.
• Monitor KPIs including containment/resolution, transfer rate and CSAT.
• Maintain journey maps, intent catalogues, test scripts and release notes.
• Follow responsible AI, data privacy, security and compliance requirements.
• Propose experiments, measure outcomes and support iterative tuning.

Skills

GenAI Understanding

Analytical Skills

Project Management

SQL

Testing/QA Practices

Education

Undergraduate student

Tools

Excel

Google Sheets

Power BI

Tableau

Confluence

Jira

Job description

Jobtailor is seeking an intern to support GenAI initiatives within our Virtual Agent and Agent Assist programs in Kuala Lumpur. You will work with cross-functional teams to document use cases, flows and success metrics, while learning to refine prompts and testing plans.

Ideal candidates are undergraduates or recent graduates with strong analytical abilities, Excel/Sheets proficiency, and interest in data-driven customer experiences. This 6-month internship starts September in Malaysia.