美团Keeta-智能客服高级产品经理

智能化工具管理：负责智能客服机器人、自动化工具、自动外呼、智能IVR等自动化工具的运营、优化及升级。 策略制定：基于客服站点需求，与产品、研发团队协作，制定智能化运营策略，推动智能化工具的迭代和实施，提升智能解决率、客户满意度及运营效率。 数据监控与分析：分析智能工具的使用效果，监控关键指标（如智能解决率、客户转接率等），持续优化运营策略。 培训支持：为客服团队提供智能工具使用培训，编写相关操作手册和指导文档，支持现场答疑。 Intelligent Tools Management: Manage intelligent customer service tools, such as chatbots, intelligent tools, automated outbound calls, and intelligent IVR, ensuring their smooth operation and upgrades. Strategy Development: Collaborate with product and R&D teams to develop and implement intelligent operations strategies based on CE-Sites needs, improving resolution rates, customer satisfaction, and operational efficiency. Data Monitoring and Analysis: Analyze tool usage and monitor key performance indicators (e.g., resolution rates, customer transfer rates), continuously optimizing operational strategies Training and Support: Provide training on intelligent tool usage for the customer service team, develop relevant manuals and guidance documents, and offer on-site s

1、负责海外业务Keeta智能服务门户策略产品建设，提供智能客服解决方案，并针对业务发展不同阶段和目标输出策略和方案，为智能解决方案的体验、效率负责； 2、深入了解服务行业特性和发展情况，结合大模型提供高效的智能解决方案，数据驱动，洞察用户问题场景、需求和行为，设计和改进算法策略，运用多种手段帮助提高策略表现，交付完备、灵活通用的产品解决方案；保持对前沿趋势和技术的学习能力，研究和应用大模型能力，提高智能产品解决力； 3、对行业动态及发展保持关注，深入理解其产品功能迭代的表层考量和底层逻辑，为产品优化和创新提供指导； 4、良好的团队合作能力，与工程、数据、算法、运营等团队紧密合作，确保产品的开发、交付按时进行，保障产品的整体一致性和用户体验。

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. We focus on food and consumer product delivery services in international markets with the mission: "We help people eat better, live better".Established in March 2010, Meituan has helped transform the supply and demand of service and product retail across the digital landscape.As Meituan and Keeta continue to increase R&D investment and advance in new technologies, we uphold a customer-centric approach, working with our partners to provide quality services to customers. 1. 在国际化场景下，负责Keeta智能客服、智能审核和智能运营等方向算法建设工作。 2. 运用大模型、agent、多模态和传统机器学习等算法能力，解决生成式AI在业务落地的关键算法问题，满足多语言、多模态的复杂业务场景需求，提升智能化覆盖率和业务运转效率。 3. 紧跟业界，追踪大模型前沿进展，积极学习新的模型结构、前沿模型认知，并进行深入分析。 4. 从业务需求中提炼通用、模块化的算法能力，加速算法迭代，提升业务开国、开城的效率。

1、为配送体验指标负责，全程监控履约流程中的负面体验问题，构建系统化的体验问题分析与拆解能力，深入洞察关键痛点，推动问题闭环解决。 2、搭建骑手考核与管控体系，包括但不限于骑手分层运营、奖惩机制等，针对不同类型运力制定差异化考核方案，全面保障骑手履约服务质量。 3、推动正向运营机制建设，通过完善骑手培训体系与激励机制，提升骑手履约表现，降低违规率，增强骑手服务积极性与稳定性。 4、优化骑手判责与申诉全链路流程，通过产品能力建设和智能识别模型等手段，提升责任判定的准确性与公平性，确保管控机制公开、透明、合理。 5、跨部门协同合作：保持与产品、运营、客服等协同团队的良好沟通，从全局视角出发，不断提升整体履约服务水平。 1.Responsible for delivery experience metrics: Monitor and identify negative experience issues during the fulfillment process, such as order delays and cancellations. Build analytical and diagnostic capabilities for experience-related issues to identify key pain points and drive resolutions. 2.Establish rider assessment and management systems: This includes, but is not limited to, tiered rider operations and disciplinary measures. Develop differentiated evaluation schemes tailored to various types of delivery capacity to ensure service quality in rider fulfillment. 3.Enhance rider performance through positive operational strategies: Build training and incentive systems to improve rider performance and reduce violations. 4.Optimize the full responsibility-assessment chain for riders: Oversee the entire process of rider accountability, control, and appeals. Improve fairness and accuracy of responsibility judgments through product capability development and model-based identification systems. 5.Collaborate with cross-functional teams: Maintain strong coordination with other departments and take a holistic view to enhance overall fulfillment service quality.