About the Company
Capita is a leading provider of digital services, transforming the way organisations operate and interact with their customers. We partner with public and private sector clients across the UK and internationally to deliver innovative solutions, drive efficiency, and enhance customer experience. Our focus is on harnessing technology and expertise to create better outcomes for everyone.
Job Description
We are seeking a dedicated Chatbot Analyst to join our innovative team in Didcot. This is a unique opportunity to directly impact customer experience by refining and optimizing our AI-powered chatbot solutions. Your primary focus will be on improving chatbot logic, understanding, and performance through data analysis and iterative development, without any direct customer phone interactions. If you’re passionate about natural language processing and eager to shape the future of digital customer service, this role is for you.
Key Responsibilities
- Analyze chatbot conversation logs and user feedback to identify areas for improvement in logic, intent recognition, and response accuracy.
- Develop, test, and deploy new chatbot intents, entities, and dialogue flows using various chatbot platforms and tools.
- Collaborate with subject matter experts to gather content and ensure chatbot responses are accurate, comprehensive, and up-to-date.
- Monitor chatbot performance metrics, including resolution rates, containment rates, and user satisfaction, preparing regular reports.
- Identify and escalate complex technical issues to development teams, providing clear problem descriptions and supporting data.
- Participate in A/B testing and experimentation to validate improvements and optimize chatbot effectiveness.
- Stay informed about industry best practices and emerging technologies in AI, NLP, and conversational AI.
- Contribute to the ongoing refinement of our chatbot development and maintenance processes.
Required Skills
- Proven experience with chatbot platforms (e.g., Dialogflow, IBM Watson Assistant, Microsoft Bot Framework, Rasa)
- Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
- Excellent understanding of natural language processing (NLP) and natural language understanding (NLU) principles.
- Proficiency in data analysis tools (e.g., Excel, SQL) for performance monitoring and reporting.
- Exceptional problem-solving abilities and attention to detail.
- Ability to communicate complex technical information clearly to non-technical stakeholders.
- Self-motivated with the ability to work independently and as part of a team.
Preferred Qualifications
- Bachelor's degree in Computer Science, Linguistics, Data Science, or a related quantitative field.
- Experience with scripting languages such as Python for data manipulation or automation.
- Familiarity with Agile development methodologies.
- Prior experience in a customer service or digital support environment.
- Certification in relevant chatbot or AI platforms.
Perks & Benefits
- Competitive annual leave allowance
- Company pension scheme
- Private medical insurance options
- Life assurance
- Access to a comprehensive learning and development platform
- Employee assistance program for personal and professional support
- Cycle to Work scheme
- Discounted gym memberships and retail vouchers
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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