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Business Solutions Analyst
2 months ago
About the Role
Areti Group | B Corp™ is seeking a highly motivated Business Solutions Analyst to play a key part in our initiative to enhance customer experience through the implementation of conversational AI solutions.
Key Responsibilities
- Partner with stakeholders across the organization (Customer Experience, IT, Operations) to understand customer needs and identify opportunities for automation and self-service using Conversational AI.
- Work with the development team to translate business requirements into functional specifications for conversational AI solutions (chatbots, virtual assistants).
- Possess a strong understanding of Kore.AI platform (ideally) or similar Conversational AI platforms to configure and manage chatbot workflows, intents, and entities.
- Analyze contact center data to identify trends and opportunities for improvement, specifically focusing on areas where AI can automate tasks and improve customer experience metrics (e.g., CSAT, FCR).
- Develop and maintain documentation for conversational AI solutions, including user guides and training materials.
- Collaborate with IT teams to ensure seamless integration of conversational AI solutions with existing contact center platforms and CRM systems.
- Monitor and analyze the performance of conversational AI solutions, identifying areas for improvement and recommending optimizations.
- Stay up-to-date on the latest trends and advancements in Conversational AI technologies.
Requirements
- Bachelor's degree in Business Administration, Information Systems, or a related field.
- Minimum 3+ years of experience as a Business Analyst with a focus on customer experience (CX).
- Proven experience in analyzing contact center data and identifying opportunities for improvement.
- Strong understanding of Conversational AI concepts and capabilities (ideally with Kore.AI experience).
- Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, concise language.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a cross-functional team.
- Experience with user story development and user experience (UX) principles is a plus.
