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IPsoft, Inc.Work with Business Architects, UX/ UI designers, and Cognitive Engineers to reimagine client customer service experiences by leveraging artificial intelligence, specifically, IPsoft’s cognitive agent Amelia. Help train and manage the language Amelia uses in her conversations with customers, agents, students, and employees across all industries. Plan and develop user journeys, improving the user experience, making it more human and convenient to the end user. This is a client facing role that is results-driven, innovative and aimed at driving profitable growth. Plan, write and edit transcripts and dialogue to facilitate different use cases and customer experiences. Become familiar with industry-specific content and processes. Interface with clients to provide guidance and recommendations aimed at enhancing the overall customer experience. Work with business architect to understand unique client issues and customer pain points and help guide teams to execute solutions. Work closely with cognitive engineers (who train Amelia) to refine the conversation flow and suggest process updates as needed. Work with other members of the UX team to refine the user experience and plan for future requirements and updates. Help train different facets of Amelia to enhance her natural language understanding Work towards continual process improvement, measurement/benchmarking, with the goal of scaling solutions across industries. Help apply and maintain consistency with content standards; document best practices Assist with content development needs for demos and business development. Ability to handle multiple tasks and competing priorities and tight deadlines Strong script writing or editorial experience 5+ years working with digital content Experience working directly with clients or senior leaders Experience working with cross-functional teams Willingness and initiative to learn new technology and skills Some UX experience desired but not mandatory Linguistic background a plus but not mandatory Second language proficiency a plus
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