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Operations

• Design and improve chatbot prompts in French and English: write, test, measure impact, and iterate.
• Formalize a continuous improvement cycle and document conversational design principles.
• Audit and restructure the knowledge base (Intercom Articles) for the France and UK markets.
• Keep content up to date in collaboration with product and business teams (contracts, products, processes).
• Build monitoring dashboards: resolution rate, CSAT, escalations, cost per resolution, abandonment.
• Produce regular reports for the Head of Operational AI and group operations. Detect anomalies in Intercom.
• Support the chatbot’s expansion to new products, question categories, and markets. Define prompt and content needs for each new scope.

AI Chatbot Operations Manager