Responsible for the overall planning, design, delivery and promotion of CS bot data analysis.
Design an effective analysis and reporting system to enable internal teams to quickly break-down key metrics, diagnose weak areas and suggest actionable items.
Led the implementation of AI (LLM)-based autonomous agents for data analysis, chatbot interaction, and sentiment monitoring.
Collaborate closely with cross-functional teams including PM, data engineering, and CS operations team to achieve product objectives.
Review CS bot KPI and user cases regularly and find valuable insights to guide product and operation improvements.
Requirements
5+ years of experience in data analytics, with deep expertise in statistics, machine learning, and data-driven decision-making.
Proficient in SQL, Python, Spark, Power BI, and Tableau, capable of delivering end-to-end analytical solutions.
Hands-on LLM experience in developing Prompt, RAG, Workflows, GenAI, Dify and Agents, with a strong track record of iterative optimization and performance enhancement.
Good business sense and logical thinking.
Ability to synthesize information and generalize the pattern.
Experience with customer service data analysis and AI bot analysis will be beneficial.
