携程 AI Solution Supervisor HK(MJ028073)

任职要求

Qualifications:
BA/BS degree in Computer Science, Mathematics, Statistics,Linguistics, or a related field.
2+ years of professional experience, preferably in the customer service industry, or comparable work experience.
Strong understanding of NLP fundamentals (language models, text processing, tokenization).Experience in product operation of voice or text dialog bots, with the ability to independently complete work items such as business process organization, dialog
process design, dialog data analysis, and operational metrics management.
Experience with Python programming and relevant NLP libraries is a plus (e.g., Hugging Face Transformers).
Proven track record of crafting clear, concise, and effective prompts for LLMs.
Strong data insight and analytical skills.
Proficient communication skills, active learning capability, and sense of team spirit.
Good at internal and external coordination, and excellent executive ability.
Have a good command of Microsoft Office.
Fluent in your specified language as well as on a professional level of written and verbal communication skills in Cantonese.
Preferred Skills:
Familiarity with prompt engineering tools and frameworks.
Contributions to NLP projects applied in customer service industry
Join us in this exciting role to drive innovation and excellence in customer service operations through the application of advanced AI technologies!

工作职责

Job Description
We are seeking a highly motivated and creative AI Solution to join our Customer Service Center team. The focus of this position is to improve the quality and efficiency of our customer service operations by designing and building dialogue bots for text using Natural Language Understanding techniques. The ideal candidate will have a strong understanding of NLP and LLM principles, experience in crafting effective prompts, and a passion for pushing the boundaries of AI-powered communication and problem-solving.

LLM and NLP  Application in Customer Service:
Design, develop, and iterate on prompts for various LLM applications within the customer service center, including conversational AI, content generation, and summarization.
Experiment with prompt formats, styles, and techniques to optimize LLM performance and output quality.
Analyze LLM-generated responses, identify biases or limitations, and implement mitigation strategies to enhance customer satisfaction and service performance.
Operational Excellence:
Identify and propose innovative projects that leverage LLMs to solve complex problems or explore new capabilities in customer service.
Performance Analysis:
Analyze the content of customer interactions to generate self-service rate analysis reports, explaining why customers transfer to agents and what can be done to improve these indicators.
Generate regular chat-bot performance reports and continuously improve the algorithm model accuracy, customer satisfaction, and service performance of the chat-bot.
Team Collaboration:
Work closely with relevant function teams to deliver an integrated workflow of demand negotiations, standard creations, and project implementations.
Share knowledge and best practices with the team, mentor junior AI operation peer, and contribute to a collaborative learning environment.