Bot Turner / Analyst
What We'll Bring:
The Bot Turner / Analyst builds, tests, and scales chatbots on various digital locations using a well-established chatbot platform. Optimizes and builds conversation flows with the goal of converting and supporting customers and consumers while delivering an effective and pleasant conversational experience. You will apply your exceptional analytical skills and highly collaborative mindset to build strong relationships across the organization, understand the business requirements, and design to implement and deliver solutions fit for purpose.
This is an exciting opportunity to be part of TransUnion’s OMNI Channel Enablement team, build experience and expertise by solving modern business challenges. They will work with innovative technologies that enhance TransUnion’s customer, consumer and associate experiences. We are looking for someone who loves to solve important business problems, has a high level of curiosity, and is not afraid to challenge the status quo.What You'll Bring:
Impact You'll Make:
- Develop and Implement Customer/Consumer Service focused chatbots in multiple languages
- Train new and existing chatbots / artificial intelligence by reviewing bot responses and correcting inaccuracies
- Evaluate bot accuracy, review transcripts to identify gaps in conversation design
- Optimize conversation flows and build new ones that engage and support consumer needs
- Review questions from customers/consumers and categorize into new chatbot content
- Create new dialogs by identifying follow-up questions based on keywords
- Utilize data-mining methods in order to identify opportunities for improvement in our chatbot knowledge-base
- Communicate trends and areas for improvement to stakeholders
- Work closely with business operations and other stakeholders to ensure business requirements are developed correctly and meet acceptance criteria
- Define an efficient process for identifying targeted follow-up questions based on keywords
- Collaborate with the International teams in various time zones.
What You'll Bring:
- Strong knowledge in developing chatbots in multiple languages and working on AI projects
- Exceptional logical, analytical, and organizational skills
- Proven ability to design effective conversational dialogs
- Chatbot / VoiceBot Conversational Designing , NLP Experience
- Basic understanding of Regular Expression, SQL, HTML, and other technologies
- 2+ years of experience in conversation design or NLP
- Experience working in an Agile
- Strong intellectual curiosity with a desire to understand the root cause of a challenge/problem/opportunity
- Previous Call Center and back office knowledge/experience is preferred
- Works independently and with minimal guidance; requires limited supervision
- Must have exceptional verbal and written communication skills
- Bachelor’s degree or equivalent work experience required
- Strong computer skills, including Power BI and other Microsoft Office suite proficiency, is required
- Spanish or French proficiency preferred
Impact You'll Make:
What We'll Bring:
At TransUnion, we are dedicated to help people make better decisions through information and data. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make informed decisions and achieve great things.
Every day TransUnion offers our employees the tools and resources they need to find ways to use information in diverse ways. Whether it is helping businesses manage risk better, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.
TransUnion Job Title
Consultant, Consumer Capability
Your application has been successfully submitted.