About the Company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, driven by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.
Job Description
Are you a logical thinker with a passion for problem-solving and a knack for understanding how systems work? Capgemini is seeking a detail-oriented Chatbot Analyst to join our innovative team in Cheltenham. In this role, you will be instrumental in enhancing the intelligence and effectiveness of our client-facing chatbots by meticulously analyzing their logic, identifying areas for improvement, and implementing solutions that streamline user interactions. This is a unique opportunity to shape the future of digital communication without the need for direct phone support, focusing purely on the underlying architecture and performance of conversational AI.
Key Responsibilities
- Analyze existing chatbot conversational flows, intents, and entities to identify inefficiencies and logical gaps.
- Design, test, and implement improvements to chatbot dialogue trees and natural language understanding (NLU) models.
- Monitor chatbot performance metrics, user feedback, and escalation patterns to pinpoint areas requiring optimization.
- Collaborate with AI developers, UX designers, and business stakeholders to translate requirements into effective chatbot logic.
- Develop and maintain documentation for chatbot logic, configurations, and best practices.
- Conduct A/B testing on different conversational approaches to determine optimal user experience.
Required Skills
- Proven analytical and problem-solving skills with a strong attention to detail.
- Experience with data analysis and interpretation, particularly in user interaction data.
- Familiarity with chatbot platforms, NLU concepts, or conversational AI principles.
- Excellent written communication skills for documentation and logic definition.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Linguistics, Cognitive Science, or a related field.
- Experience with specific chatbot platforms (e.g., Google Dialogflow, IBM Watson Assistant, Microsoft Bot Framework).
- Understanding of basic scripting or query languages (e.g., SQL, Python) for data extraction.
- Prior experience in customer experience or digital product analysis.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness programs.
- Generous paid time off and flexible working arrangements.
- Opportunities for professional development and continuous learning.
- Company-matched pension contributions.
- Access to Capgemini's global network of experts and resources.
- Hybrid work model supporting both office collaboration and remote flexibility.
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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