Product Specialist, Virtual Assistant

About Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets with more than 2,700 team members from 40+ nationalities across 3 continents.

The Role

Design, build, and optimize AI-driven conversations across customer support channels. This role is pivotal in shaping how millions of customers interact with the brand through automated support. Combine conversational design with NLU and LLM-powered dialog flows to ensure chatbots deliver accurate, helpful, and engaging experiences across multiple markets and languages.

Work within a cross-functional product team alongside engineers, data scientists, UX designers, and Customer Service operations, owning the chatbot experience end-to-end.

Responsibilities

• Design, write, and maintain conversation flows including fallback handling, disambiguation strategies, and prompts for NLU/LLM interactions

• Own release management for chatbot updates across multiple markets and languages

• Create, curate, and optimize NLU training data for intent classification and entity extraction

• Monitor NLU performance, analyze misclassifications, and implement corrections

• Analyze chatbot performance data (resolution rates, containment rates, CSAT) to identify improvements

• Participate in A/B testing to optimize bot effectiveness

• Collaborate with NLU engineers, developers, Customer Service ops, and compliance teams

Qualifications

• 2+ years in conversational design, chatbot development, or similar role

• Solid understanding of NLU concepts: intents, entities, utterances, confidence scores

• Experience with conversational AI platforms (Dialogflow, Kore.ai, Moveo.ai, LivePerson, Amazon Lex)

• Comfort working with data dashboards and translating insights into action

• Familiarity with LLM-based dialog approaches (prompt engineering, RAG) is a plus

• Working proficiency in 2+ European languages is a strong plus