Our technology vision is moving towards secured digitization & automation. To support this an artificial intelligent conversational Virtual Assistance (IVA) is been introduced to the Bank.
This digital colleague / Chatbot will replace much of the need for service desk personnel and manual effort. This position requires working with the overall Strategic Lead & ITAO for the Intelligent Virtual Assistant program.
The primary responsibility of this role will be to manage the activity around implementing and managing the Intelligent Virtual Assistant environment and find automation opportunity within global service desk processes through text mining, machine learning techniques.
Tasks / Responsibilities :
Improve Service desk chat bot tool resolution rate by analyzing the failed intent logs and adding missing products / issues.
Performed Knowledge Base Analysis for chat bot feed for complex incident troubleshooting and contact reduction journey.
Work on data churning, analysis for contact reduction targets by creating a Contact Classification Model .
Working with Problem Management team closely on the opportunities identified by the automated text mining model.
Continuing to help other DB teams on their analytics requirement with automated text mining models.
Work on automating Operational summary report for ops leads to drive backlog reduction
Develop analytical models basis lexical & syntactic processing for ticket analysis
Create Text Mining Model to reduce data scrubbing efforts.
Work with Platform Technology to automated SD (service desk) dashboard on SPLUNK / in-house to DB.
Maintain & enhancement of the existing SD Dashboard in Scribe. To add more queries and tables are per business need.
Perform detailed problem, change & outage correlation for contact reduction project to identify scope of platform team engagement & actions.
Work on contact analysis model for product teams to identify trend and new opportunity & scope for platform stability.
Experience Exposure (Recommended) :
Demonstrated expertise in : robotics process automation, natural language processing and translation, knowledge representation & Machine Learning
Knowledge on chat bot architecture.
Relevant experience of large / medium sized Service desk teams, cross functional project groups, tools & new process transitions.
10-15 years of overall technology experience
2+ years’ experience in text mining techniques NLP & Machine learning.
Strong communication & collaboration skills.
Excellent knowledge of MS Excel2007, MS Word and PowerPoint is required.
Knowledge of the industry standard tools like Service Now will be an added advantage.
Education Certification (Recommended) :
Bachelor’s degree in computer science, information systems, business administration or related field
ITIL v3 Foundation Certificate
Certification in Natural Language Processing (NLP) & Machine learning will be an added advantage.
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