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AI Enablement Specialist
Full-time
The AI Enablement Specialist at Cat Digital provides self-service support by testing and evaluating AI-driven experiences, analysing live case and self-service data, and identifying opportunities to shift support scenarios from live contact centre cases to scalable self-service solutions.
What you'll do
Test, validate and evaluate AI-powered self-service solutions to ensure accuracy, relevance and quality.
Analyse case data, customer interactions, dashboards and KPIs to identify trends and shift-left opportunities.
Collaborate with Knowledge, Training, Quality, Operations and Product partners to convert case-driven issues into self-service content and AI intents.
Monitor and support improvement of AI containment, deflection and repeat contact drivers.
Maintain the knowledge base, FAQs and support documentation that feed into AI training data.
What you have
Strong decision-making, critical thinking, problem-solving and communication skills.
Contact centre experience and experience reviewing customer support data and digital interactions (preferred).
Experience with a variety of AI tools and testing or validating AI, virtual assistants, chatbots or self-service solutions.
Experience building an AI agent and knowledge of contact centre operations and self-service strategy.
