Chatbot Experience Specialist

webAI; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

A prominent organization seeks a chatbot operations manager to oversee daily chatbot functionalities and enhance AI performance. The ideal candidate possesses a Bachelor's degree in a relevant field, strong skills in customer service and AI technology, and at least one year of experience. Candidates should be adaptable, detail-oriented, and familiar with frontend tech like HTML and JavaScript for effective management and reporting.

Qualifications

• Excellent command of English, both spoken and written.
• Prior experience with chatbot platforms, particularly IBM Watson or Haptik.
• At least one year of relevant experience in chatbot operations.

Responsibilities

• Manage the day-to-day operations of chatbots, ensuring successful deployment and monitoring performance.
• Collaborate with technology teams to design and maintain AI solutions across multiple platforms.

Skills

English proficiency

Interpersonal skills

Adaptability

Creativity

Attention to detail

Experience with chatbot platforms

Knowledge of AI development tools

Frontend technologies knowledge

Database knowledge

Education

Bachelor’s degree in Data Analytics, Information Technology, or Computer Science

Job description

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 on 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 responsible for 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:

1. Collaborate with AI Technology Teams to design, test, deploy, and maintain AI chatbots. Integrate solutions across multiple platforms. Troubleshoot and debug to ensure successful deployment. Conduct demos and training sessions. Monitor performance, report progress, and strategize enhancements. Introduce features aligned with user needs, gauged through usage patterns and inquiries. Engage with distribution teams for training and feedback. Work with business champions to understand context, topics, and common questions to ensure appropriate responses. Participate in requirements analysis, design, implementation, and drive project delivery to production.
2. Manage existing chatbot content by designing conversational flows for customer and advisor interactions. Review conversation flows for disambiguation questions. Analyze user patterns and usage journeys, review key metrics, and prepare monthly reports for management review.

Who We Are Looking For:

Competency & Personal Traits:

• Excellent command of English (spoken and written)
• Good interpersonal skills with a passion for customer service and AI technology
• Adaptable to fast-paced, challenging environments and changing business conditions
• Self-driven and achievement-oriented
• Creative and resourceful in overcoming challenges
• Meticulous and focused
• Prior experience with IBM Watson, Haptik, or other chatbot platforms
• Knowledge of AI/chatbot development tools and frameworks
• Working knowledge of frontend technologies such as HTML, JavaScript, and JSON
• Fundamental knowledge of MySQL or other databases

Work Experience:

• At least one year of relevant experience in chatbot operations
• Experience in the insurance industry is a plus

Education:

• Bachelor’s degree in Data Analytics, Information Technology, or Computer Science

Prudential is an equal opportunity employer. We value diversity and inclusivity and support reasonable accommodations for individuals with disabilities.

We are Prudential. For Every Life, For Every Future. Prudential plc provides life and health insurance and asset management to 18 million customers across 24 markets in Asia and Africa. Headquartered in London and Hong Kong, we focus on four strategic regions: Greater China, ASEAN, India, and Africa. We are served by around 68,000 agents and more than 200 bank partners. Prudential plc is not affiliated with Prudential Financial, Inc. or M&G plc. Learn more at www.prudentialplc.com. Follow us on LinkedIn.