Chatbot Ai Business Analyst

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia DATADOT SOFTWARE SOLUTIONS SDN. BHD. Full time

Scope of Work:

  • As a Chatbot Business Analyst, you will support the Product Owner with assessment of business needs and assist Delivery Lead in the design and development of bot experiences.
  • This role is responsible for support and monitor the development, implementation and maintenance for Chatbot.
  • Monitor the quality and performance for the optimization of the Chatbot on various channel.
  • Identifying/evaluating business use cases and processes that can be automated with Chatbots
  • Utilize data-mining methods in order to identify opportunities for improvement in our chatbot knowledge-base
  • Document trends within the responses to communicate areas for improvement
  • Test our AI software and provide feedback to Operations, Product, and Solutions
  • Support and monitor the development, implementation and maintenance for Chatbot & database
  • Support in design and preparation of requirement documentation
  • Creating test scenarios and coordinating UAT, to ensure that developed solution meet requirements, has been created with highest quality standards and with appropriate error handling
  • Ensuring support for smooth project implementation and project documentation
  • Assist in explaining technical solutions to the business customer and communicate business objective to the technical team.
  • Identify issues and risks during & post-project phases for resolution
  • Assist to drive platform performances according to meet KP

Is Requirements:

  • Degree in Business Administration or IT or similar degree with exposure to Process understanding/automation
  • 5+ years of BA experience supporting business solution software, enhancing current product features and functionalities, and analysing new project requirements.
  • Experience working with CS teams and delivering against key CS KPIs
  • Strong knowledge of CS Tools
  • Salesforce, ZenDesk, ChatBot, Social, WhatsApp.
  • Strong understanding of NLP functions
  • Experience in using Knowledge Graphs, for structuring and modelling data
  • Understanding on seamless chatbot communication across multiple channels i.e., websites, apps, messenger, phone systems or voice assistants (Google Assistant or Amazon Alexa).
  • Understanding of agile delivery methodologies and product development tools such as Jira
  • Well-designed user interfaces and experiences (UI / UX)
  • Good understanding on chatbot analytics and reporting i.e., analysis of customer information, responses and requests, and gives information needed to tailor the products and services to the customers' expectations.
  • A can-do attitude, able to take requests, understand the most important needs of the business and prioritize them accordingly.
  • Problem-solving skills, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask in delivering work to high quality.
  • Strong stakeholder management to enable you to be a key contributor.
  • The drive to make a difference in a very fast paced and challenging environment.
  • Experience in process or workflow documentation
  • Experience in Agile development methodology.
  • Experience in Banking domain will be an added advantage
  • Good communication skills and learning mindset with a keen eye for detail

DATADOT is a pioneer in global IT solutions and Managed services, delivering and implementing innovative solutions across a number of platforms in various domains.

Our motto is to use our IT expertise and provide quality based end-to-end IT services, Infrastructure and managed services to our clients across the globe.

We provide Medical Insurance, EPF and Socso to our employees.
Bachelor's or Equivalent

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