Conversational Service Manager

Join our Digital Experience team and play a critical role in ensuring the accuracy, reliability, and effectiveness of Etihad's conversational AI ecosystem across Chat, IVR, and social channels including Whats App and Webchat.

This is a highly analytical and hands-on role focused on the day-to-day operational performance of our AI-powered customer service solutions. You will continuously monitor passenger interactions, identify and eliminate AI hallucinations, resolve conversational logic issues, and fine-tune models in real time. Your ultimate objective will be to maximize bot resolution rates, enhance customer self-service experiences, and ensure every interaction is accurate, efficient, and aligned with the Etihad brand.

• Conduct daily deep-dives into chat and voice transcripts to assess customer journeys, identify friction points, and understand why specific passenger queries fail or drop off.
• Review fallback logs and conversation flows to uncover recurring issues and opportunities for continuous improvement.

• Proactively monitor GenAI and LLM-generated responses to identify and eliminate hallucinations, factual inaccuracies, and off-brand behaviour.
• Fine-tune prompts, guardrails, and knowledge inputs to maintain response accuracy and consistency.

• Analyze daily Bot Resolution and Containment metrics to identify high-volume enquiries that frequently transfer to live agents.
• Optimize conversational logic, intent mappings, and dialogue flows to enable autonomous resolution whenever possible.
• Review fallout logs and unhandled intents to identify gaps in understanding.
• Reclassify user inputs, add training phrases, and continuously refine Natural Language Understanding (NLU) models to improve recognition accuracy and customer satisfaction.

• Ensure the knowledge sources powering the AI experience, including baggage policies, flight changes, and disruption handling procedures, remain accurate, structured, current, and properly integrated.
• Prevent the surfacing of outdated or incorrect policy information.

• Safely evaluate prompt updates, logic changes, and content improvements in staging environments.
• Measure performance against established baselines before deploying enhancements to production.

• Analyze passenger behaviour, emerging customer pain points, and channel trends.
• Recommend and champion new self-service capabilities such as automated rebooking, proactive disruption support, and real-time flight status tracking to support the digital product roadmap.

Join our Digital Experience team and play a critical role in ensuring the accuracy, reliability, and effectiveness of Etihad's conversational AI ecosystem across Chat, IVR, and social channels including Whats App and Webchat.

This is a highly analytical and hands-on role focused on the day-to-day operational performance of our AI-powered customer service solutions. You will continuously monitor passenger interactions, identify and eliminate AI hallucinations, resolve conversational logic issues, and fine-tune models in real time. Your ultimate objective will be to maximize bot resolution rates, enhance customer self-service experiences, and ensure every interaction is accurate, efficient, and aligned with the Etihad brand.

• Conduct daily deep-dives into chat and voice transcripts to assess customer journeys, identify friction points, and understand why specific passenger queries fail or drop off.
• Review fallback logs and conversation flows to uncover recurring issues and opportunities for continuous improvement.

• Proactively monitor GenAI and LLM-generated responses to identify and eliminate hallucinations, factual inaccuracies, and off-brand behaviour.
• Fine-tune prompts, guardrails, and knowledge inputs to maintain response accuracy and consistency.

• Analyze daily Bot Resolution and Containment metrics to…