Be an Early Applicant
The Role
Evaluate and improve Generative AI by building and updating knowledge bases, analyzing AI responses, curating diverse data sets, creating safety scenarios, and collaborating with product owners and AI developers to enhance accuracy and customer-facing interactions. Provide insights from customer interactions and support call handling as needed.
Summary Generated by Built In
Role Overview
This role is instrumental in enhancing the accuracy and effectiveness of our Generative AI models by building a robust knowledge base, evaluating AI responses, and ensuring the delivery of high-quality interactions with customers.
Key Responsibilities:To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.Enhance Generative AI Accuracy:
This role is instrumental in enhancing the accuracy and effectiveness of our Generative AI models by building a robust knowledge base, evaluating AI responses, and ensuring the delivery of high-quality interactions with customers.
Key Responsibilities:To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.Enhance Generative AI Accuracy:
- Build and curate a comprehensive knowledge base to serve as a foundation for the Generative AI model.
- Evaluate and analyse AI-generated responses to identify areas of improvement and optimize accuracy.
- ·Analyze the quality of AI-generated responses, ensuring they align with company standards and customer expectations.
- Collaborate with the AI Development team to implement necessary adjustments to improve response quality.
- Develop and implement safety scenarios to mitigate the risk of inappropriate or sensitive AI responses, maintaining ethical and responsible AI interactions.
- Curate and maintain data sets across various platforms to ensure a diverse and clean input for the Generative AI model.
- Regularly update and refine data sets to reflect evolving language trends and user preferences.
- Perform updates to the knowledge base, integrating the latest product information, industry updates, and relevant content.
- Ensure accuracy and relevance of information provided by collaborating with product owners and subject matter experts. Demand Analysis: ·
- Analyze customer interactions (e.g call recordings, call summarizations) to identify emerging demand topics and customer preferences.
- Provide insights and recommendations to the AI Project Manager for enhancing AI-generated responses in response to these demands. Collaboration with Product Owners:
- Maintain effective communication channels with product owners to continuously enhance the knowledge base and refine AI responses.
- Actively gather feedback to improve the accuracy and relevance of AI interactions. Product Knowledge & Call Handling Trained
- To be trained in Banking Related product knowledge and undergo training to learn how a customer service officer handles a customer over a call. · Standby support to be activated on adhoc basis by Workforce Management team to service calls/emails or any other functions deemed to be necessary to maintain Customer Centre’s service levels.
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
- 3-5 years’ experience in Customer Care Environment
- For Internal Candidates, minimally dual-trained with 2 years of experience.
- Basic understanding of prompt engineering, data pre-processing, and data ingestion techniques in the context of Generative AI systems.
- Possess an analytical mindset to identify key performance metrics and evaluate the success of Gen AI initiatives.
- Excellent skills in managing stakeholders and creative problem-solving.
- Clearly convey complex technical concepts to both technical and non-technical stakeholders.
- Strong planning and organizational skills.
- Foster strong relationships and teamwork to achieve collective goals.
- Excellent communication skills to collaborate effectively with cross-functional teams.
- Meticulous with the ability to maintain organized and diverse data sets.
- Strong proficiency in MS Office (Word, Excel, Project and PowerPoint)
- Data Analytics Skills Required
- Good knowledge of DBS Products and Services
Location:
DBS Asia HubJob:
OperationsSchedule:
RegularEmployee Status:
Full timeSkills Required
- 3-5 years experience in a Customer Care environment
- For internal candidates: minimally dual-trained with 2 years of experience
- Training in banking product knowledge and customer call handling
- Basic understanding of prompt engineering, data pre-processing, and data ingestion techniques
- Data analytics skills
- Strong proficiency in MS Office (Word, Excel, Project, PowerPoint)
- Analytical mindset to identify KPIs and evaluate GenAI initiatives
- Excellent stakeholder management and creative problem-solving skills
- Ability to clearly convey complex technical concepts to technical and non-technical stakeholders
- Strong planning, organizational skills, and attention to detail for maintaining diverse data sets
- Good knowledge of DBS products and services
- Excellent communication skills and teamwork to collaborate cross-functionally
Similar Jobs
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
DBS Bank is a leading financial services group in Asia, headquartered in Singapore. It provides a full range of consumer, SME, and corporate banking services. The bank is recognized for its digital innovation, having been named 'World's Best Digital Bank' and 'World's Best Bank' by various publications. It also operates the DBS Foundation, which supports social enterprises and community initiatives, reflecting its commitment to creating impact beyond traditional banking.
