China Mobile Hong Kong Co. Ltd. | Hong Kong, Hong Kong | Posted June 11, 2026
Position Overview
Job Responsibilities:
Support the daily operations of voicebot and chatbot platforms by monitoring system performance and escalating issues as needed to ensure service stability.Track and compile conversation data—including intent recognition accuracy, completion rates, and fallback rates—to support performance analysis and reporting.Review and update conversation flows, utterances, and knowledge base content based on user feedback and observed bot behavior.Conduct regular quality checks on bot responses and flag misclassified intents or poor user experiences for optimization.Collaborate with technical teams and customer service staff to gather requirements, report bugs, and follow up on enhancement requests.Maintain training data and expand the bot’s language understanding capabilities by adding new intents, entities, and sample utterances.Prepare operational reports and dashboards to provide visibility into bot performan...