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CCI CORPORATE SERVICES INC Senior Bot Content Manager Analyst in Cleveland, Ohio

Senior Bot Content Manager Analyst This role will review build, conversational generative AI, intents, D-Trees and various bot responses for customer facing interactions for all digital assist entry points for Cox Communications. Additionally, this role is responsible for analyzing and take necessary actions, based on customer and business impacts from automated response technology (Bot). This person will leverage customer responses, revenue generation, resolution rates, survey results and analytics to identify opportunities to modify content and drive change. Along with content management, this person will serve as the bot content tool administrator and subject matter expert. This role will work with key stakeholders in technology and across business units to assess technology and content gaps toward ensuring that customer and business needs are met. This person will work closely with Customer Care operations leaders and Digital Sales leaders to query and analyze data and measure performance against KPIs to drive toward positive outcomes and next best actions. Content audit and curation will be a primary responsibility of this person to ensure that customers are receiving the most current product and process related information toward solving their problems without human assistance. What You'll Do Review/update bot content daily for results and resolution rates to gain insights into bot's performance. Create and curate product and process content for most accurate and current information for customer to self-serve. Leverage data, artificial intelligence and large language models to drive content related changes toward improving performance and presenting next best action. Serve as a subject matter expert for tool administrative capabilities surrounding content management and content organization. Work with key stakeholders to validate bot's performance and content delivery is as expected. Address content requests from key residential and business stakeholders to support changes in product and process as needed - includes, but not limited to: Sales, Retention, Web, Product, Technology, etc., Ensure that Cox brand strategy and bot persona is highly visible during customer engagement. Leverage industry best practice to guide bot's performance toward achieving expected results. Conduct reporting/analytics data to perform analysis to be used to measure effectiveness of content, enrich content and manage life cycle of relevant content. Conduct analysis of usage, transfers and containment rates and trends to optimize where necessary across digital channels. Conduct quality audits on existing content, associated templates for proper content presentation, coding, and routing across all digital channels. Prepare weekly readouts with insights and trends based off of data and analytics. Define and manage integrated sources toward improving customer self-serve capabilities. Provide ongoing lifecycle content and tool management following implementation and post launch activity. Develop necessary data queries by leveraging SQL or other software solutions to build standardized reports for business insights. What's In It For You At Cox, we reward your hard work with meaningful benefits. First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! We value people more than technology. That means you'll work within a culture and with a team that values your leadership, your experience, your contributions, and you - yes, you - as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing