Consumer Care Chatbot Advisor

Employer
AARP
Location
Washington, DC
Posted
Sep 20, 2020
Closes
Oct 08, 2020
Ref
12460824
Function
Other
Industry
Nonprofit
Hours
Full Time
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name. As a trusted source for news and information, AARP produces the world's largest circulation magazine, AARP The Magazine and AARP.

Integrated Communications and Marketing (ICM) is a multimedia, service-focused communications and marketing operation that leads in shaping the impression of AARP by providing communications planning, marketing, support and execution for AARP's strategic business units.
Summary

As AARP's Service Channels continue to mature and grow as part of the DBPT (Digital Business Platform Transformation) and Service Transformation project to meet our members where they are, especially in expanding digital channels such as chat, SMS, Messaging, and online self-service, one of the newest and dynamic new channels is our AARP Chatbot. Our conversational chatbot has the capability to service members without the assistance of an AARP service agent, and can answer most of our member's top questions, which drive the majority of our contact center volume.

Reporting to the VP, AARP Help Network within AARP's Consumer Care team, this position will drive ongoing optimization and operational effectiveness within our Help site and SMS chatbot channels. Utilizing our Salesforce Service platform, responsible for curating chatbot conversation content, interaction flows, and provide a full understanding of chatbot best practices that can continually be applied to our future service roadmap.

This key role within Consumer Care's Help Network service ecosystem will partner with other Help Network and service colleagues on strategic chatbot service projects, as well as provide ongoing analysis and reporting of chatbot activity and adoption.
Responsibilities
  • Act as subject matter expert on all chatbot activities, operations, and maintenance for our AARP Service bot on the AARP Help site and our SMS bot within our service text messaging channel. This includes ongoing reporting, analysis, and detailed understanding of interaction flow points within and between other channels as additional chatbot experiences and interactions are curated within the Association.
  • Maintain and administrate all conversational chatbot intent configurations, decisioning, and conversational content so that our chatbot interactions reflect a "Wise Friend" experience and provide the most optimal and effortless self-service solutions for our AARP members.
  • Lead all chatbot intent and utterance analysis, including interpretation of chat transcripts, questions provided to the chatbot, and ongoing 'training' of the chatbot to consistently improve intent matching.
  • Partner with AARP Service, IT, and Digital team members for project and operational releases, identifying opportunities, leading chatbot design, testing, and QA efforts, including documenting and prioritizing chatbot service tickets and enhancement requests.
  • Research and share chatbot best practice concepts, industry direction, latest trends, brand examples, and advice on future strategic chatbot direction, informing the future Help Network channel roadmap.
  • Partner with knowledge authors and KCS program colleagues to ensure latest service knowledgebase content is reflected in chatbot conversations, offering next best actions and links to online AARP resources. Co-lead analysis of incoming help site search utterances, intents, and search term interpretation so content remains consistent across our Help Network channels.
  • Review and approve updates and new enhancements to the Einstein chatbot platform as released by Salesforce, partnering with colleagues within AARP on solidifying designs and new or improved functionality.
  • Demonstrate chatbot capabilities to other areas of the association when opportunities arise to leverage our chatbot functionality for specific initiatives, including participation in all chatbot channel governance and policy activities.

As part of the Help Network team, this role will also need to engage in the following activities:
  • Partner with the VP, Help Network to formulate and communicate ongoing progress within the Help Network chatbot channel. This includes roadmaps, metrics, new feature announcements, adoption trending, and cause and effect reporting.
  • Partner with AARP Experience team to understand Voice of Consumer pain points and interpret AARPx findings into optimal changes within our Contact Center processes and service experiences. Looks for opportunities across AARP by participating in discovery and projects from AARPx, Strategic Relationships, and other value creation teams.
  • Understands the broader goals and complexities of the AARP business transformation and Help Network initiatives and can interpret opportunity needs within Consumer Care to fulfill Enterprise goals.
  • Takes an 'outside-in' approach to service experiences and interactions to place the member first, activating AARP as the Wise Friend and Fierce Defender within all service interactions and providing value realization for every member.
Requirements
  • Completion of a Bachelor's degree or equivalent.
  • The candidate should have a minimum of 3+ years proven experience working within an Enterprise level "chatbot" environment.
  • This role needs to have a working knowledge of the latest service industry trends, including, KCS, chat bots, social media, artificial intelligence, self-service capabilities, and SEO. Superior communication skills with an eye for opportunity.
  • Proven ability to nurture positive working relationships and engage within a collaborative environment with cross functional groups while consistently understanding 'the big picture' of our service environment.
Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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