Specialist: Chatbot Analysis at Vodafone Global Enterprise

Role Purpose/Business Unit:

• To maintain and monitor Vodacom’s Chatbot and provide data analysis and insights into chatbot journeys and performance. 

Your responsibilities will include:

Chatbot technologies

• Familiar with Chatbot technologies and architecture
• Translate business requirements into actionable technical specifications.
• Train Bot on utterances, intents and entities.

Business Analysis

• Create self-service dashboards for Chatbot Journeys using BI tools, such as Splunk, Qlik and Grafana.
• Using the data and trends gathered, provide insights into management reporting.
• Do investigation and root cause analysis on top TOBi customer journey issues and performance.

Troubleshooting

• Identify bugs, analyse; fix bugs and test repaired journey in Chatbot environment.
• Create management reports using BI tools, such as Splunk, Qlik and Grafana.
• Apply machine learning techniques to determine trends data.
• Provide insights into monthly and weekly performance of the chatbot and various journeys.

The ideal candidate for this role will have:

• Matric is essential
• 3-year degree/diploma is essential (pref B.Com)
• Minimum 3 years of relevant job-related experience 

OR

• Matric is essential
• Job-specific certification / short diploma's / short courses in the field of data analytics
• Minimum 5 years of relevant job-related experience.

Experience:

• Understanding of call centre processes and technologies
• Natural Language Processing (NLP) Programming
• Customer-centric
• Analytical thinking
• Excellent verbal and written communication skills

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies