Description
The Knowledge Management & Messaging team supports enterprise-wide service delivery by optimizing knowledge content, conversational experiences, and messaging channels across Farmers.
The Senior Operations Analyst will play a critical role in analyzing, optimizing, and scaling Farmers’ messaging and conversational AI ecosystem.
Key responsibilities include:
- Analyze chat, messaging, SMS, and virtual agent interactions to identify trends, pain points, and opportunities for optimization
- Evaluate performance of conversational AI and Generative AI solutions, including accuracy, containment rates, escalation drivers, and answer quality
- Partner with Knowledge Management to identify content gaps, inconsistencies, and opportunities to improve AI-generated responses
- Assess and optimize chat routing strategies, queue configuration, and agent assignment logic to improve efficiency and customer experience
- Develop reporting and dashboards to track KPIs such as containment, deflection, AHT, CSAT, and answer-to-chat ratios
- Provide insights and recommendations to cross-functional stakeholders including Service Operations, CAS, Product, and Technology teams
- Support continuous improvement initiatives and experimentation (A/B testing, prompt tuning, routing changes, etc.)
- Contribute to governance and auditing processes for Generative AI and conversational experiences
This role requires a strong blend of analytical thinking, operational expertise, and emerging AI fluency to drive measurable improvements in service delivery.
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