| Salesforce - Genesys AI Lead Developer : Cary, NC(Onsite) at Cary, North Carolina, USA |
| Email: [email protected] |
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From: sachin chaudhary, K&K [email protected] Reply to: [email protected] Job Title: Salesforce / Genesys AI Lead Developer Location: Cary, NC(Onsite) Job Description: Salesforce / Genesys AI Lead: Analyse AI performance in IVA. Analyse and maintain Caller utterances to Call Reason/Intents Guide. Make recommendations on IVR tuning. Recommend new self-service options to IVA Product Owners. Analyse ability to enhance/add digital capabilities. Analyse call volume aligned w/ digital self service capabilities (forms/payments). Analyse IVA delivery of forms or texting digital links. Analyse accuracy of AI performance in SFDC Lightening. Ensure AI recommended Knowledge Articles are working as expected and kept current. Ensure AI recommended Next Best Actions are working as expected and kept current. Lead agent feedback loop sessions using AI performance data (Thumbs Up/ Thumbs down). Analyse Tool Usage & Efficiency by Call Centre Agents. Analyse agent behaviour as they interact with the tool. Assess ability to reduce clicks, rearrange windows, identify missing information to reduce swivel, etc.). Make recommendations on Intelligent screen pop, referrals and other features to enhance agent efficiency. Competencies: Digital : Artificial Intelligence(AI), Product Owner, Avaya Aura, Digital : Salesforce Field Service Lightning, CTI Genesys Keywords: Salesforce, Genesys, IVA, Product Owner, Artificial Intelligence, Lead Keywords: artificial intelligence North Carolina Salesforce - Genesys AI Lead Developer : Cary, NC(Onsite) [email protected] |
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| 10:48 PM 02-Dec-24 |