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We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do.
About the role
The Customer Intent Lead will be responsible for optimising the performance of existing Natural Language Understanding (NLU)/Intent models to ensure accurate identification of customer intents throughout their interactions with Bupa. This role is crucial in enabling effective customer routing and automating interactions. Accurate intent recognition is a key enabler for seamless cross-channel journeys, ensuring customers are directed to the appropriate channels for resolution, thereby enhancing their overall experience.
Additionally, the Customer Intent Lead will play a pivotal role in executing our Channel Mix Strategy, which focuses on shifting customer interactions from traditional channels to Digital Messaging. This role will promote both assisted and unassisted digital engagement, delivering efficiencies through optimal recognition of customer intents.
Key accountabilities include:
Continuously improve and fine-tune existing NLU models to enhance the accuracy of intent recognition in customer conversations enabling digital messaging to be the channel of choice for customers.
Ensure that customer intents are accurately identified to enable efficient routing and automation, supporting seamless cross-channel journeys.
Regularly assess and monitor the performance of NLU models and make necessary adjustments to maintain optimal functionality.
Ensure the timely delivery of high quality, innovative & automated conversations.
Work closely with journey design teams to ensure that chatbot designs are implemented accurately and efficiently, facilitating the shift to digital messaging platforms.
About You
Success in this role will require you to bring:
Bachelors Degree in Information Technology, Business or related fields – specific tertiary qualifications in Artificial Intelligence are highly desired.
A minimum of 2 years experience working hands on with NLU and Large Language models with a demonstrated history of performance & intent recognition improvement.
Strong understanding of natural language processing (NLP) and NLU principles.
Experience leading projects and delivering high quality presentations.
Excellent problem-solving skills and attention to detail.
Experience in the health insurance industry or with Sprinklr highly desirable.
What's in it for you
As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you'll be encouraged to innovate. You will be collaborating with various teams globally to deliver exceptional experiences.
At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.
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