Chat Bot & AI Quality and Insight Lead

Virgin Media

Manchester, England, United Kingdom


Sep 23

As the Chat bot & AI quality & Insight lead, our objective is to successfully develop the CHATBOTS deployed across the online journey through analysis and design with focus on reducing customer anxiety and confusion whilst accelerating the path to resolution.

The Customer Contact Messaging team forms a crucial part of the online division within Virgin Media. The team responds to consumers’ requests for support via the website from existing customers across broadband, TV, mobile departments. Supporting customers with all in-life enquiries

So that's what you'll get up to, but what about us?

Well, we're super proud of our history, helping communities to stay connected with oodles of top-notch products and services. We offer the full works – broadband, TV, mobile and landline – equipping our customers out with the very latest tech.

But it's not just what we do, but why we do it that really matters.

Our mission is to become the most recommended brand, by our people and our customers. A massive part of that journey is about how we ensure that our brilliant people have a working environment in which they can truly belong and thrive. For us, it's critical that every single person can bring, and be, their whole selves at work, and we're working hard every day to achieve this.

Tell me more, tell me more…

You'll be accountable for customer intent / motivation identification within all BOT and AI journeys with the focus on reducing the error count and escalation events as well as build intent matching reports to feedback into the business weekly, monthly and quarterly to help influence site optimisation and marketing decisions.

You'll also play a key part in the support of decreasing handling time by increasing the use of effective questioning and improve conversions through strategic use of agent facing support BOTs and identifying selling signals / customer profiling.

The must haves:

  • Demonstratable experience of working with LivePerson or equivalent conversational commerce platform
  • Previous experience working with either an analytics team or in CHATBOT development / controls
  • An understanding of the basics of Natural Language Processing (NLP) or/& Natural Language Understanding (NLU)
  • Experience of working with a BOT provider such as IBM Watson or IPSoft

Other stuff we're looking for:

  • Good understanding of ecommerce and digital behaviours
  • Understanding of machine learning and dataflow logic

What's in it for you?

We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.

{*We're also open to chatting about part time or adjusted working (so don't be worried to ask the question).*}

If you go on to be successful in your application, some of the many benefits include:

  • 25 days' annual leave, plus UK bank holidays.
  • A defined contribution pension scheme, run by Fidelity, matched up to 10%.
  • Access to wellbeing benefits such as the Unmind App, personal medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.
  • Your birthday off every year, to treat yourself.
  • The option to buy and sell up to 5 days leave, to suit your personal needs.

Next Steps

If you think you've got some amazing skills to offer us, and Virgin Media feels like a place where you can belong, we'd love to learn more about you. Once you've submitted an application the next steps of the process, if successful, are likely to include 2 stage interview process

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media family.

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Virgin Media

Building connections that really matter