Conversational Designer

Foundever

Job Summary

A Conversational Designer for Chatbots and Voicebots is responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces. Their role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs. He/She is in charge of designing the conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally. They work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design. Additionally, they analyze conversation data to identify patterns, improve responses, and enhance overall resolution, user satisfaction and KPIs.

Duties and Responsibilities

• Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer experience to reach the outcomes
• Realize the assessment and conversational AI strategy
• Balance choices of technology (CAI/GEN AI, translation) to achieve CX outcomes in collaboration with project manager for alignment with budget validated by the client.
• Responsible for building conversational scenarios and flows
• Build proto persona, bot persona and tone of voice and make voice proposal fitting with the brand expectation for Voicebots
• Copywriting of the bot prompts
• Integration of flows on Cognigy in partnership with developer
• Elaborate bot testing phases, UX improvement, and bot training
• Participate actively in the KPI analysis, roadmap and continuous improvement of the bot
• The conversational designer is also in charge of the bot training and gen AI knowledge base reinforcement
• Enable the AI trainer to handle intent matching, lexicons, training questions and helps with the analytics evaluations. They should be in direct communication with the conversation designers or developers as they need to understand how the architecture of the agent works to improve the NLU. And they should also be able to detect when users are dropping off and evaluate options if anything needs to be adjusted within the conversation design
• Elaborate and maintain in time conversational flows architecture (Miro / X mind)
• Elaborate and integrate conversational content based on text
• Brief the Creative Lead in case of visual content needs for Chatbots and ensure creative production is fully aligned with the brief
• Interact with tech/dev when integration and/or code is required to deliver the experience targeted
• Manage testing: adjust testing protocol model to the project, realize on-going testing of the experience built, identify testers, brief and coordinates testing with the project manager. Consolidate testing feed-back and integrate iterations with tech/dev.
• Adjust the testing material for client tests
• Consolidate test feedback under the supervision of Project Manager
• Integrate iterations asked by the client
• Contribute to the KPI analysis and make recommendations for improvement in run phase
• Integrate changes or evolutions validated by the client during the run
• Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI.