Conversional Service Manager

This is a highly analytical, hands‑on role dedicated to the daily operational health, accuracy, and performance of our conversational AI bots across Chat, IVR & Social channels like WhatsApp, Webchat etc. The primary focus is to review daily passenger conversations, identify and eliminate AI hallucinations or logic loops, and finetune conversational models in real time. The ultimate goal is to continuously maximize bot resolution rates and ensure reliable, fact‑accurate passenger self‑service.

Accountabilities

• Conduct daily deep‑dives into chat and voice transcripts to monitor user journeys, analyze friction points, and identify why specific passenger queries failed or dropped off.
• Actively monitor GenAI and LLM‑driven responses to catch and eliminate hallucinations, factual inaccuracies, or off‑brand behavior. Adjust guardrails, prompt templates, and knowledge base inputs immediately to correct anomalies.
• Review daily Bot Resolution an...