AI/Chatbot Specialist is responsible for spearheading the development, implementation, and optimization of AI technologies and chatbot solutions within the Contact Centre. This role entails collaborating with stakeholders and cross-functional teams to harness AI and chatbot capabilities to enhance customer experience, streamline operations, and boost productivity. The successful candidate will demonstrate a deep understanding of AI and chatbot technologies, exhibit initiative, and adeptly manage projects and complex situations.

Position Responsibilities:

AI/Chatbot Development and Optimization

• Identify and leverage opportunities to deploy AI and chatbots to elevate customer engagement and operational efficiency.
• Design functional processes, including scenario and flow mapping, to support AI/chatbot initiatives.
• Enhance the bot’s understanding and responsiveness by analyzing customer feedback and training the bot accordingly.
• Continuously refine bot workflows and responses to improve user experience and align with evolving business requirements.

User Experience Enhancement and Training

• Evaluate customer interactions and feedback to assess and improve the bot’s performance and behavior.
• Propose and implement changes to bot responses, ensuring optimal performance based on customer feedback.

Documentation and Communication

• Ensure comprehensive documentation of data, establishing a baseline for bot performance metrics.
• Communicate new features and capabilities by documenting best practices and bot functionalities.

Analytics and Reporting

• Analyze customer feedback to translate queries into actionable insights.
• Conduct data analytics to identify and implement new features that enhance operational efficiency.
• Provide detailed reports and dashboard updates on bot and live chat performance metrics.

Required Qualifications:

• A diploma or degree from a recognized institution.
• At least 2-3 years of experience in AI/chatbot development.
• Proficiency in MS Office applications (Excel and PowerPoint).
• Strong attention to detail and a commitment to customer service excellence.
• Proactive problem-solving skills with a focus on delivering results.
• A passion for technology and dedication to enhancing the customer experience.
• Ability to thrive in a fast-paced environment with exceptional multitasking skills.
• Strong analytical, critical thinking, and problem-solving capabilities.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills and the ability to collaborate effectively.
• An interest in developing processes, structure, and documentation.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.