Maxis

Customer Support

• Support end-to-end delivery across the GenAI lifecycle for Virtual Agent and Agent Assist initiatives
• Collaborate with CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams
• Document use cases, customer and agent journeys, functional needs and acceptance criteria
• Refine Virtual Agent conversation flows, prompts, fallbacks, escalations, handovers and routing
• Validate and improve Agent Assist outputs including suggested answers, knowledge retrieval, summaries and next-best actions
• Analyse conversation logs, contact drivers, transfer reasons and agent feedback to identify pain points and automation opportunities
• Curate and tag utterances, intents, entities and content; identify gaps, inaccuracies and edge cases
• Execute test planning, regression testing, UAT support and defect logging
• Monitor KPIs including containment/resolution, transfer rate, answer quality, agent adoption, time saved and CSAT
• Maintain journey maps, intent catalogues, test scripts, known-issues logs, release notes and playbooks
• Follow responsible AI, data privacy, security and compliance requirements
• Propose experiments, measure outcomes and support iterative tuning

Customer Experience Virtual Agent Intern