Data Analyst II

Acl Digital.Com - San Jose, CA

Full-time

San Jose, CA

About the position

The AI Business Systems Analyst role at eBay focuses on enhancing customer self-service experiences through AI-driven conversational platforms. The position involves designing and developing conversational interfaces that improve customer interactions and streamline processes. The analyst will collaborate with product managers, engineers, and business partners to create user-friendly experiences that address customer needs effectively.

Responsibilities

• Identify and document customer friction points and underutilized opportunities in chat-enabled self-service channels.
• Quantify opportunities that will evolve into new features and improved experiences.
• Work with Conversational Designers to develop customer-friendly conversational flows to guide customers to relevant answers and self-service options.
• Evaluate existing capabilities and various workflow automation into the conversational experience to enable customers to self-serve.
• Assist with the development and improvement of the Conversational NLU model.
• Monitor and improve the performance of conversational experience.
• Work with partners to incorporate new features to support corporate initiatives.

Requirements

• Hands-on experience in the development, training, and tuning of Natural Language Understanding (NLU) models.
• Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities.
• Experience with producing performance reports to track KPIs.
• Experience with productivity suites: Microsoft, Google, etc.
• Demonstrated experience in articulating, negotiating, and refining analysis and solutions with partners.
• Experience in a customer service or a contact center environment.
• Comfort operating in global environments across cultures, locations, and time zones.

Nice-to-haves

• Hands-on experience with Kore.ai BotBuilder, Google Dialogflow CX, or some other conversational AI creation environment.
• Strong abilities in sketching, mocking up, and evaluating interaction designs.
• Experience with Generative AI and Large Language Models.
• Desire to learn and grow conversation design skills.