Key Tasks & Responsibilities
- Become an in-depth expert on Lazada’s proprietary buyer chatbot and voicebot products, ensuring a comprehensive understanding of their functionalities and impact
- Utilize data-driven approach to analyze logs and user feedback to improve the coverage, resolution rate and customer satisfaction
- Drive leadership and execution in processes, initiatives, and functionality as related to Customer Care platform including artificial intelligence products
- Work extensively with cross-functional stakeholders (Customer Experience, R&D, particularly algorithms engineers and product managers) to identify and implement optimal solutions in the areas identified fitting customer needs
- Construct and maintain knowledge base which align to local Philipplines market needs/ customization
- Instruct AI model through annotation and prompt engineering
- Proposing and tracking key indicators and evaluation metrics of CC and AI products
- Connecting technology, products, operations and other teams to drive for business changes
- Providing reports and analysis