• Analyze customer contact reasons to determine a list of topics to be answered via automated chat.
• Manage the processes used to interpret customer utterances for intent and continuously improve the existing responses and determine the need for new intents and workstreams.
• Script and program responses into Amelia
• Review AI response success rates by intent to determine the efficacy of your work.
• Develop command of the AI platform over time and provide a frictionless service experience for the customer.
• Stay current on advances within the platform to disseminate intent education to team members and stakeholders where appropriate
• Create and maintain validation datasets and track model statistics over time to prove performance gains and create improvement strategies
• Advise lines of business during the planning of new use cases and support them during implementation
• Work with peers to create performance benchmarks to maintain a universal system of measurement and means for identifying and tracking improvement
• Drive innovation for the processes used to work on intents/entities and recommend/document any improvements
• Maintain and make changes to the Amazon Connect IVR system.
• Document best practices as you go and create a procedures manual for this new role.
• Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

• Advanced knowledge of the English language and ability to troubleshoot language based data or applied linguistics background (Bilingual preferred)
• Strong attention to detail along with a strategic perspective of the big picture from a customer perspective
• Experience with or aptitude to learn about chat-based artificial intelligence systems and how intent recognition fits into these systems
• Comfort with statistics and interpreting statistical data to draw conclusions
• Mandatory COVID-19 Vaccination

Preferred Qualifications

• Experience with programming Chatbot or AI
• Experience with programming a Call Centre IVR
• General understanding of machine learning core concepts (accuracy, precision, recall, overfitting, underfitting)
• Experience applying supervised machine learning techniques to real world problems
• Appreciation for user experience design implications of designing an intent model (user mental models)
• Some experience in software delivery/implementation is an advantage