Enhance Generative AI Accuracy:
- Build and curate a comprehensive knowledge base to serve as a foundation for the Generative AI model.
- Evaluate and analyse AI-generated responses to identify areas of improvement and optimize accuracy.
Response Analysis and Evaluation:
- Identify, analyse, and assess the quality of AI-generated responses, ensuring they align with company standards and customer expectations.
- Collaborate with the AI Development team to implement necessary adjustments to improve response quality.
Safety Scenario Establishment:
- Develop and implement safety scenarios to mitigate the risk of inappropriate or sensitive AI responses, maintaining ethical and responsible AI interactions.
Data Set Maintenance:
- Deconflict and curate data sets across various platforms to ensure a diverse and clean input for the Generative AI model.
- Regularly update and refine data sets to reflect evolving language trends and user preferences.
Knowledge Base Updates:
- Perform daily updates to the knowledge base, integrating the latest product information, industry updates, and relevant content.
- Ensure accuracy and relevance of information provided by collaborating with product owners and subject matter experts.
Demand Analysis:
- Engage in call listening activities to identify emerging demand topics and customer preferences.
- Provide insights and recommendations to the AI Project Manager for enhancing AI-generated responses in response to these demands.
Collaboration with Product Owners:
- Establish effective communication channels with product owners to continuously enhance the knowledge base and refine AI responses.
- Actively gather feedback and insights from product owners to improve the accuracy and relevance of AI interaction
Product Knowledge & Call Handling Trained
- To be trained in Banking Related product knowledge and undergo training to learn how a customer service officer handles a customer over a call.
- Standby support to be activated on adhoc basis by Workforce Management team to service calls/emails or any other functions deemed to be necessary to maintain Customer Centre’s service levels.
Requirements:
- Meticulous and show great attention to detail. (Important)
- Possess an analytical mindset to identify key performance metrics and evaluate the success of Gen AI initiatives. (Important)
- Basic understanding of prompt engineering, data pre-processing, and data ingestion techniques in the context of Generative AI systems. (Good to have but not essential)
- Proficient in MS Office (Word, Excel, Project and PowerPoint)
Interested candidates kindly submit your updated CV in a Word Format to: [email protected]. Only shortlisted candidates will be notify. Thank you.
