• Leverage and test AI-driven knowledge to ensure chatbot and internal Copilot draw from accurate content, identify performance gaps, and provide feedback loops for content updates.
• Build and maintain internal knowledge resources, optimize chatbot workflows in Intercom, and use data to continuously improve AI response accuracy and resolution rates.
• Stay close to customer challenges through a small volume of support tickets, deepen product expertise, and partner with cross-functional teams to align AI strategies.
