You will be part of the Human Connection Tribe in the team which delivers the ING virtual assistant, AI, generative AI, and analytics capabilities in ING Italy.
You will help the product owner to prioritize the backlog activity, manage internal and external stakeholders, and create and maintain innovative, scalable, data-driven solutions in the space of AI & Generative AI virtual assistants. You will proactively work with teams to implement these solutions and collaborate with an extended group of stakeholders, including global and local Virtual Assistant & Contact Center teams.
Your role & work environment You will be responsible for delivering valuable insights, analyzing and implementing solutions to improve client experience in the domain of dialogue systems and natural language processing.You have a good background or a strong interest in analytics and IT, allowing you to enhance customer journeys via state-of-the-art virtual assistant solutions.You will be part of an Agile environment as a member of a multidisciplinary team with diverse backgrounds in IT and/or business.Your key responsibilities: Create chatbots for the Contact Center of ING Italy using cutting-edge Generative AI technology.Use a data-driven methodology to discover improvement areas for the ING chatbot and steer labelers to achieve high-quality datasets.Set up an improvement cycle based on dashboards and data-driven methodologies, using Natural Language Processing notebooks to improve models on a sprint basis after going live.Identify, analyze, and interpret trends or patterns in complex data sets, including both structured and mostly unstructured textual data (such as chat conversations).Work with the product owner to prioritize business and information needs and implement them into an analytical approach.About you You have a learning attitude, eager to master new technologies and programming languages, as well as improve on an interpersonal level, demonstrating the ability to ask for and give feedback.You embrace challenges in a fast-changing and complex environment.You are a naturally collaborative person who listens and invests in others to achieve common goals.You possess a proactive and can-do attitude.You take pride in your code and are responsible for keeping it running in production.You enjoy working in a team with highly skilled individuals, fostering creativity.How to Succeed Degree in Mathematics, Economics, Computer Science, Information Management, Engineering, Statistics, or 2+ years of experience in similar roles.Basic knowledge of programming languages (preferably Python).Basic knowledge of SQL.Good knowledge of MS Excel.Experience in building virtual assistants on a Google Cloud Platform is a strong plus (Dialogflow CX).Experience with GenAI-based chatbots is a strong plus.Experience in intent engineering/chatbot improvement is a plus.Experience with dashboarding tools such as Kibana, Cognos, or PowerBI.Excellent knowledge of the English language.Ability to communicate and explain data-driven methodologies to less analytics-savvy colleagues.About ING ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, working in a stimulating environment where you can grow both as an individual and as a professional.
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