AI Optimization Specialist
Robert Half
We are looking for an AI Optimization Specialist to help elevate the performance of AI-driven customer support experiences for a fintech organization. This contract position is fully remote and is focused on using data, conversation analysis, and platform insights to improve customer satisfaction, strengthen retention, and increase successful self-service outcomes. Based in San Francisco, California, this role is ideal for someone who can translate support performance trends into practical recommendations across AI support channels.Responsibilities:• Evaluate AI-supported customer service results by examining satisfaction trends, retention indicators, and resolution performance.• Review support conversations to uncover recurring friction points and identify opportunities to improve automated interactions.• Analyze interaction patterns to lower escalation rates and increase the percentage of issues resolved through self-service.• Use reporting tools, dashboards, and performance metrics to guide AI optimization efforts and recommend measurable enhancements.• Work with high-volume support datasets to assess effectiveness across AI channels and surface actionable insights.• Partner with stakeholders to identify gaps in customer support experiences and prioritize improvements based on observed data.• Apply expertise with Sierra and Decagon to compare performance signals and refine AI support outcomes.• Track trends across customer interactions to highlight opportunities for operational and experience improvements.
Vacancy posted 4 days ago
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