- This role is focused on creating a Conversational AI-driven self-service experience that customers will love
- You’ll be responsible for leading the implementation and continuous improvement of AI-powered customer support and professional services solutions, ensuring they align with business goals and enhance customer satisfaction
- You bridge technology and support excellence, enhancing automation strategies while partnering across departments to scale efficiency and satisfaction
- Furthermore, you are directly responsible for the success and iteration of our conversational AI tooling for customer support, including Intercom Fin and related solutions
- Moreover, you also collaborate across teams to drive automation, personalization, and efficiency in customer interactions in tandem with our overall internal and customer-facing AI strategy
- Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots
- AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations
- Conversation Design
- Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts
- You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs
- Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness
- Performance Monitoring and Improvement
- Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes
- Continuous Quality Improvement
- Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction
- You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced
You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed
