AI Conversation Designer

Intercom•Chicago, IL

17h•Hybrid

About The Position

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? Our Support Team is in need of an AI Conversation Designer to empower our AI and human agents to deliver the best customer experience possible through AI bot management. This person will drive improvements to AI automation rates and AI related customer experience scores through continual optimization of AI configuration and prompt engineering. This team member will have a multiplier effect on thousands of customers every month as they essentially become the manager of our AI Agent’s performance. The AI Conversation Designer will report to Ruth O‘Brien and will work closely with Customer Support, the broader GTM org and R&D. This position will be a strong force multiplier and greatly enhance the customer and agent experience.

Requirements

3+ years of experience handling complex customer interactions and troubleshooting.
1+ years working with the Intercom platform, workflows, and Fin AI Agent.
Deep understanding of the technology behind Fin AI Agent and customer experience platforms.
Proven ability to leverage AI and automation for performance improvements.
Strong communication skills, adaptable to diverse audiences and capable of navigating sensitive conversations.
A passion for staying current with AI industry trends.

Responsibilities

Drive business results by improving AI involvement rates, resolution rates, and customer experience (AI CX Score).
Collaborate closely with other roles such as other AI Conversation Designers, AI Knowledge Managers and our AI Systems Analyst to create a technical roadmap for conversational AI.
Ideate, create, implement, and monitor AI and automation improvements in customer conversation journeys with a "Fin-First" mindset.
Use historical data and customer feedback to continuously enhance automation and bot flows.
Work cross-functionally with stakeholders to design clear, compelling conversational journeys.
Employ data-driven decision-making to define best practices in conversation design and AI implementation.
Rapidly prototype solutions, analyze critically, and creatively solve complex problems.
Collaborate with R&D to align AI conversation design with product roadmaps and new feature launches.
Support Sales and Solutions teams by contributing to customer calls and best practice advice.
Participate in marketing activities such as newsletters, podcasts, and customer events.
Analyze conversation transcripts to improve AI routing and guidance.
Update AI guidance and workflows to enhance customer experience.
Test new AI features and provide feedback to development teams.
Monitor metrics such as resolution rates, customer satisfaction, and routing accuracy.
Plan and prioritize improvements based on data and customer feedback.
Collaborate with knowledge management and product teams to refine content and AI behavior.