Senior Operations Analyst Conversational AI and Messaging Optimization

FBS Senior Operations Analyst Team Function The Knowledge Management Messaging team supports enterprisewide service delivery by optimizing knowledge content conversational experiences and messaging channels across Farmers The team is responsible for Maintaining and continuously improving knowledge content used by employees agents Exclusive Independent vendors and customers Driving performance and optimization of digital messaging channels including chat SMS and asynchronous messaging Managing chat routing strategies queue design and agent experience across platforms e g CCAI and legacy environments Advancing conversational AI and Generative AI capabilities including LLMpowered search and response generation Leveraging data insights to improve containment deflection handle time and overall customer and agent experience This team operates at the intersection of operations technology and AIdriven experience design ensuring scalable highquality support across all service channels Role Description The Senior Operations Analyst will play a critical role in analyzing optimizing and scaling Farmers messaging and conversational AI ecosystem This role will focus on identifying trends across chat SMS and messaging platforms and translating insights into actionable improvements across knowledge content routing strategies and AI performance 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 AIgenerated 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 answertochat ratios Provide insights and recommendations to crossfunctional 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 Requirements Experience 4 to 6 years Shift Time 01 00 PM to 10 00 PM IST Must Have Skills Google CCAI Dialogflow Microsoft Excel SQL Power BI Salesforce Service Cloud Chat Knowledge Customer Engagement Chat Platforms e g LivePerson Genesys Salesforce Chat Prompt Engineering LLM Interaction Tools Workflow Ticketing Systems Experience Level Senior Level FBS Senior Operations Analyst Team Function The Knowledge Management Messaging team supports enterprisewide service delivery by optimizing knowledge content conversational experiences and messaging channels across Farmers The team is responsible for Maintaining and continuously improving knowledge content used by employees agents Exclusive Independent vendors and customers Driving performance and optimization of digital messaging channels including chat SMS and asynchronous messaging Managing chat routing strategies queue design and agent experience across platforms e g CCAI and legacy environments Advancing conversational AI and Generative AI capabilities including LLMpowered search and response generation Leveraging data insights to improve containment deflection handle time and overall customer and agent experience This team operates at the intersection of operations technology and AIdriven experience design ensuring scalable highquality support across all service channels Role Description The Senior Operations Analyst will play a critical role in analyzing optimizing and scaling Farmers messaging and conversational AI ecosystem This role will focus on identifying trends across chat SMS and messaging platforms and translating insights into actionable improvements across knowledge content routing strategies and AI performance 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 AIgenerated 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 a FBS Senior Operat