About the Role
Digital Agent Automation Administrator
Remote – United States
Full time
job requisition id
R0006498
We Go Beyond:
At Beyond, we believe that everyone should Be You!. Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a persons individuality is at the core of diversity, and those traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more diverse environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.
This position is eligible for remote work. Currently we can hire employees in the following states: Arizona, California, Connecticut, Florida, Georgia, Idaho, Kansas, Maine, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Dakota, Texas, Utah, Washington, Wisconsin, Wyoming. This role will have occasional on site expectations.
Key Responsibilities:
Digital Agent Configuration and Maintenance:
- Design, configure, and maintain Digital Agent workflows to ensure seamless interactions with customers in webchat, voice and social media.
- Regularly enhance digital agents responses and capabilities to align with evolving customer needs and company objectives.
Content Management:
- Create, edit, and update chatbot content, including responses, FAQs, and product/service information.
- Ensure the chatbot has access to accurate and up-to-date information.
User Experience Enhancement:
- Collaborate with UX/UI designers and developers to improve the chatbot’s user interface and overall user experience.
- Continuously gather user feedback to make data-driven improvements.
Call and Chat Containment:
- Implement strategies to increase call and chat containment rates by encouraging users to utilize the chatbot for their queries.
- Analyze containment rates and implement improvements to increase user satisfaction and reduce support costs.
Integration and Testing:
- Integrate the chatbot with various customer service platforms and systems.
- Conduct regular testing to identify and resolve any technical issues or inconsistencies.
Performance Monitoring:
- Monitor chatbot performance metrics, such as user satisfaction, completion rates, and response times.
- Analyze data to identify areas for improvement and implement necessary adjustments.
Training and Documentation:
- Train customer service agents on how to use the chatbot effectively to assist customers.
- Create and maintain documentation on chatbot usage and best practices.
Security and Compliance:
- Ensure that chatbot interactions adhere to company policies and industry regulations, such as data protection and privacy laws.
Continuous Improvement:
- Stay up-to-date with industry trends and emerging chatbot technologies.
- Propose and implement innovative solutions to enhance the chatbot’s capabilities.