CUSTOMER CARE ANALYST – Etisalat


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CUSTOMER SUPPORT ANALYST

Etisalat

Ajman, UAE

Posted 2021/07/05 13:54:12

Expires 2021-07-10

Ref: JB1100005535

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Job Explanation

Emirates Nationwide Standards Classification of Occupations

Searching for a high-powered expert with Artificial Intelligence & Device Learning background to prospect the procedure of AI System and drive client engagements & achievement rate of the Va that is integrated with several channels like IVR, chat, social media marketing , etc. Manage the dial stream of VA dealings & assignment of conversations to individual agents’ queues, in the event contact handed or even initiated over from AI Agent. Conduct deep dive evaluation on failover interactions to human being agents and improve the quality & information understanding module of the VA to operate a vehicle the performance, achievement rate & satisfaction metrics of virtual agents .Create prototypes and explore brand new solutions within a fast-paced environment &amp conceptually; apply artificial intelligence ways to customer care most challenging problems. Donate to the advancement of approaches for deploying AI strategies into existing business, growth of road needs and map evaluation considering both AI and company potential analysis. Manage & supervise AI Manage Table and Fallback teams  

 

 

  • Reduce manual transaction monthly across all procedures in Customer Service Shipping by improving digital / self-service choices via voice bot, chat bot, RPA , etc.
  •   Manage the development and improvement of of self-service equipment for the united group to improve operation efficiency.
  • Implement answers to Automate conversations with this consumers i.electronic Agent Help Bots.
  • Leading capturing requirements routines for the advancement of the digital platforms & channels for the client care (Customer, outsourced).
  • Evaluates performance of intelligent and innovated platforms / self service equipment and offer answers to enhance effectiveness making use of new technologies i.electronic RPA , etc
  • Manage & supervise AI Manage Table and Fallback teams
  • Mentor less experienced associates on AI/device learning methodology and methods
  • Translate VA journey record into Experience design record which is then utilized by the Solutions group and build group for essential developments
  • Conduct deep dive evaluation on failover interactions to individual agents and improve the quality & information studying module of the VA to operate a vehicle the performance, achievement rate & satisfaction metrics of virtual brokers
  • Define, create, grow, and direct a world-class group of scientists that deliver novel, strategic information science approaches and different, industry-leading skills in strong learning, computer vision, organic language process, personalization, and information tooling
  • and engineering

  • Analyze the VA log (listening & reaction) in a genuine period manager and apply program change to boost the output of the VA
  • Support company solutioning in developing make use of cases meant to decrease refine and failures handover way to Virtual Help
  • Refine, improve and consider ownership of existing device learning models, implementations and systems; Refine and enhance dialog circulation , processes and self services tools
  • Connect to vendor and administration on technical design problems and resolutions
  •   Continuously look for industry guidelines and develop abilities to generate new AI features to improve business choices.
  • Improve the output of AI outcomes by capturing, making and assessing recommendations, including reviewing information for regularity and completeness, interpreting and analyzing information  
  •   realize the client pain points through superior research and analytics, CFM evaluation, 6 buckets research for qualitative insights, Intent Mis-Identification validation, etc  and develop action program and forward go on it.
  •   Defines, owns and review AI important performance indicators continuously. Record insights via visualization and dashboards

Abilities

Bachelor’s diploma in a quantitative self-discipline such as for example Data Engineering, Statistics, Personal computer Science or related industry. Master’s degree favored.

 

Understanding of customer experience and trip mapping strategies

The least 6+ years encounter in one or a lot more of the next AI Technology locations

  • Machine/Strong Understanding – device understanding algorithms and platforms, neural networks.
  • Language – Organic Language Processing, device translation, emotion detection, language detection, classification.
  • AI options – conversational AI agents, intelligent Robotic Procedure Automation, intelligent situation processing, Movie Analytics, Unique Identity/ biometrics, inference engines, stream supervising, intelligent search, ontologies/information representations.
  • An analytical function and supplying insight and recommendation predicated on analysis

 

Sub Work Title

Analyst/Consumer Care Platforms

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Job Information

Ajman, UAE

Telecommunications

Company (Semi Federal government -Federal)

IT

2021-07-15

1

Favored Candidate

Career Degree
Mid Profession

Yrs of Experience
Min: 4 Max: 6

CONCERNING THIS Entity

At Etisalat, we realize great things happen when possibility and talent cross paths. Acquiring the right skill is the most significant key to our development. At Etisalat, we have been dedicated to assisting you develop, learn and develop.

Our eyesight “Driving the Digital Upcoming to Empower Societies” is targeted on causeing this to be digital future possible by facilitating, creativity and getting technologies into the future to all or any our customers across our marketplaces. At Etisalat you’re motivated by us to become creative, and work with a few of the industry’s state-of-the-art minds on high influence assignments to create your career fulfilling.

We’re an extremely engaged team doing work for a great brand name and delivering an incredible customer experience each day, guided by our four values: consumer centricity, collaboration, empowerment and agility.

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