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Contact Center - AI Chatbot Operations Specialist

OCBC · Posted Nov 4, 2026

Jakarta, DKI JAKARTA, Indonesia

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Managing daily operations of AI chatbot (Tanya OCBC), including quality monitoring, conversation design, performance analysis, and ensuring compliance with banking regulations.

Responsibilities

Mengelola operasional harian chatbot AI (Tanya OCBC) — memantau kualitas, ketepatan, dan kelancaran percakapan nasabah di berbagai kanal.
Melatih & menyempurnakan alur percakapan (conversation design) — memperbarui konten, intent, dan alur jawaban bot agar relevan dengan kebutuhan & bahasa nasabah.
Menganalisis performa chatbot — membaca data interaksi untuk menemukan topik yang belum tertangani, titik kegagalan, dan peluang peningkatan resolusi mandiri (self-service).
Menjaga akurasi informasi produk & kepatuhan — memastikan jawaban bot selalu sesuai kebijakan bank, regulasi OJK, dan standar pelindungan konsumen.
Berkolaborasi lintas tim — bekerja sama dengan IT, Product, dan Customer Experience untuk menghadirkan fitur chatbot yang lebih cerdas dan berdampak bagi nasabah.

Skills

AI Chatbot Operations Conversation Design Data Analysis Intent Mapping Banking Compliance AI Chatbot Customer Experience platforms

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