Role Overview
This role is instrumental in enhancing the accuracy and effectiveness of our Generative AI models by building a robust knowledge base, evaluating AI responses, and ensuring the delivery of high-quality interactions with customers.
Key Responsibilities:
To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
Enhance Generative AI Accuracy:
- Build and curate a comprehensive knowledge base to serve as a foundation for the Generative AI model.
- Evaluate and analyse AI-generated responses to identify areas of improvement and optimize accuracy.
Response Analysis and Evaluation:
- Analyze the quality of AI-generated responses, ensuring they align with company standards and customer expectations.
- Collaborate with the AI Development team to implement necessary adjustments to improve response quality.
Safety Scenario Establishment:
- Develop and implement safety scenarios to mitigate the risk of inappropriate or sensitive AI responses, maintaining ethical and responsible AI interactions.
Data Set Maintenance:
- Curate and maintain data sets across various platforms to ensure a diverse and clean input for the Generative AI model.
- Regularly update and refine data sets to reflect evolving language trends and user preferences.
Knowledge Base Updates:
- Perform updates to the knowledge base, integrating the latest product information, industry updates, and relevant content.
- Ensure accuracy and relevance of information provided by collaborating with product owners and subject matter experts. Demand Analysis:
- Analyze customer interactions (e.g call recordings, call summarizations) to identify emerging demand topics and customer preferences.
- Provide insights and recommendations to the AI Project Manager for enhancing AI-generated responses in response to these demands. Collaboration with Product Owners:
- Maintain effective communication channels with product owners to continuously enhance the knowledge base and refine AI responses.
- Actively gather feedback to improve the accuracy and relevance of AI interactions. Product Knowledge & Call Handling Trained
- To be trained in Banking Related product knowledge and undergo training to learn how a customer service officer handles a customer over a call.
- Standby support to be activated on adhoc basis by Workforce Management team to service calls/emails or any other functions deemed to be necessary to maintain Customer Centre's service levels.
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
Requirements:
- 3-5 years experience in Customer Care Environment
- For Internal Candidates, minimally dual-trained with 2 years of experience.
- Basic understanding of prompt engineering, data pre-processing, and data ingestion techniques in the context of Generative AI systems.
- Possess an analytical mindset to identify key performance metrics and evaluate the success of Gen AI initiatives.
- Excellent skills in managing stakeholders and creative problem-solving.
- Clearly convey complex technical concepts to both technical and non-technical stakeholders.
- Strong planning and organizational skills.
- Foster strong relationships and teamwork to achieve collective goals.
- Excellent communication skills to collaborate effectively with cross-functional teams.
- Meticulous with the ability to maintain organized and diverse data sets.
- Strong proficiency in MS Office (Word, Excel, Project and PowerPoint)
- Data Analytics Skills Required
- Good knowledge of DBS Products and Services
Location:
DBS Asia Hub
Job:
Operations
Schedule:
Regular
Employee Status:
Full time
