Intent Recognition Specialist

8 months ago

Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
Within the Contact Centre department, you will work on our conversational AI product to drive improvements in quality and self-service. Our cognitive virtual assistant is Amelia who listens and interacts with people to answer questions and solve problems. The technology reads natural language, understands context, applies logic, infers user intention, extracts information, learns through experience and senses emotions. The skills expected for this role could come from a variety of different backgrounds ranging from linguistics, engineering, or data science. This is a new role at Porter Airlines so you will need to be comfortable with unstructured circumstances at the onset and develop procedures as you go. You should have experience working with Chatbot and Call Centre IVR technologies.

Duties & Responsibilities:

- Analyze customer contact reasons to determine a list of topics to be answered via automated chat.
- Manage the processes used to interpret customer utterances for intent and continuously improve the existing responses and determine the need for new intents and workstreams.
- Script and program responses into Amelia
- Review AI response success rates by intent to determine the efficacy of your work.
- Develop command of the AI platform over time and provide a frictionless service experience for the customer.
- Stay current on advances within the platform to disseminate intent education to team members and stakeholders where appropriate
- Create and maintain validation datasets and track model statistics over time to prove performance gains and create improvement strategies
- Advise lines of business during the planning of new use cases and support them during implementation
- Work with peers to create performance benchmarks to maintain a universal system of measurement and means for identifying and tracking improvement
- Drive innovation for the processes used to work on intents/entities and recommend/document any improvements
- Maintain and make changes to the Amazon Connect IVR system.
- Document best practices as you go and create a procedures manual for this new role.- Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- Advanced knowledge of the English language and ability to troubleshoot language based data or applied linguistics background (Bilingual preferred)
- Strong attention to detail along with a strategic perspective of the big picture from a customer perspective
- Experience with or aptitude to learn about chat-based artificial intelligence systems and how intent recognition fits into these systems
- Comfort with statistics and interpreting statistical data to draw conclusions

Preferred Qualifications
- Experience with programming Chatbot or AI
- Experience with programming a Call Centre IVR
- General understanding of machine learning core concepts (accuracy, precision, recall, overfitting, underfitting)
- Appreciation for user experience design implications of designing an intent model (user mental models)
- Some experience in software delivery/implementation is an advantage

Company Description:

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