Chatbot Analyst

Chatbot Engineer / Analyst

This is a new position for an experienced Chatbot specialist to join the team on their technology and AI journey.

They are improving the support for their customers, allowing them to use the Chatbot to resolve and answer initial queries, automate process, submit requests and be pointed in the right direction for further help.

We are looking for someone to come in and take responsibility for the Chatbot from an AI / LLM perspective. As this is a new role, your day-to-day tasks will be varied and will include

• Structure conversation flows, decision trees, and escalation paths for smooth user interactions.
• Regularly monitor chatbot performance through data and feedback (e.g. resolution rates, AI involvement, user satisfaction).
• Use Intercom and analytics tools to identify gaps, trends, and opportunities for improvement.
• Test and iterate on content to enhance effectiveness and reduce manual support load.
• Keep conversation flows aligned with current products, policies, and business goals.
• Contribute to develop, document, and maintain best practices and guidelines for conversational design.
• Work cross-functionally with support, marketing, and product teams to align messaging and updates
• Maintain a knowledge base to support chatbot responses and self-service resources.
• Collaborate with subject matter experts to ensure content accuracy and tone.

Your background

You will have experience managing Chatbots, content management systems and conversational design

You will have strong AI and LLM knowledge and able to contribute to best practice, policies and training.

This would suit someone coming from a content, product owner, marketing background in any sector - but you must have great Chatbot product experience!