Overview
The AI Conversational Designer will play a crucial role within a fully remote team, focusing on enhancing customer interactions with an AI-powered support agent. This contractor will analyze customer conversations, identify improvement opportunities, and implement optimizations to improve user experience and support efficiency, contributing to the overall mission of redefining dental care through technology.
Responsibilities
- Analyze customer interactions to identify trends, pain points, and improvement opportunities.
- Evaluate conversation quality, customer sentiment, and resolution effectiveness.
- Assess intent recognition, response relevance, and AI-to-human handoff journeys.
- Create a roadmap to enhance conversation flows and customer journeys.
- Implement and optimize AI conversation flows, prompts, and response logic.
- Measure performance and continuously refine conversational outcomes.
- Recommend improvements to prompt design, intent mapping, and escalation paths.
- Prioritize optimization opportunities based on customer and business impact.
Requirements
- Proven experience in Conversational AI Design, Conversation Design, or Conversational UX.
- Experience in optimizing customer support chatbots and virtual assistants.
- Strong analytical skills to interpret large conversation datasets.
- Experience with designing AI prompts, intents, and dialogue structures.
- Understanding of customer service operations and customer journey design.
- Familiarity with Generative AI and large language model-based support solutions.
- Ability to move quickly from insight to implementation within a short engagement.