Lead the end-to-end product lifecycle of the BOT, from ideation and roadmap planning to delivery and continuous improvements.
Bring in the Generative AI innovations to the BOT in a practical and cost viable manner
Identify customer needs, define product features, and ensure alignment with business goals such as call volume reduction and cost savings infused with complaint behaviour and call centre caller insights
Develop and execute a strategic roadmap to transition traditional call centre interactions to automated BOT solutions.
Analyse customer interaction patterns and identify opportunities for volume reduction through BOT utilization
Work with marketing and communications teams to design and implement campaigns that promote BOT adoption to internal teams and external customers.
Develop training materials, marketing content, and product demonstrations to increase awareness and usage of the BOT.
Take ownership of the product’s financial performance, focusing on cost optimization and efficiency.
Manage both operating expenditures (Opex) and capital expenditures (Capex) related to BOT development and deployment.
Identify inefficiencies in current workflows and processes, and work to streamline operations through the BOT.
Collaborate with operations and business process teams to ensure seamless integration between BOT and traditional systems.
