Summer Intern - Product Management (AI Chatbot & Self-Service)

Ingram Micro • Irvine, CA

2d • Hybrid

About The Position

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! Ingram Micro is seeking a Product Management (AI Chatbot & Self-Service) Intern to join us in June for our 10-week PAID Summer Internship Program! We are looking for college and university students who are ready to expand their skills and apply them to meaningful work with a global organization. Location: This position is based in our Irvine, CA office with the opportunity for a hybrid schedule that includes required in-office days. Program details: We have internships available across our various departments and locations throughout the U.S. Unless otherwise noted, all internships are on a hybrid format at the designated office listed in the job description, and are 40 hours per week, Monday through Friday. Our program includes cohort activities such as learning & development trainings, executive speaker sessions, and other networking opportunities. Important dates: March: Applications Open (some postings may close early due to applicant volume) March – April: Recruiters and hiring managers will review applications and reach out to candidates on a rolling basis. Timing of outreach for each internship position may vary, and some may start interviews sooner than others, but candidates may expect to hear by end of April if they are selected for an interview. June 1st – August 7th: First cohort start & end date June 15th – August 21st: Second cohort start & end date

Requirements

• Actively enrolled in an accredited college/university program, or recently graduated (within the last semester or quarter) from an accredited college/university program. Juniors or seniors are preferred.
• Data Analysis & Insights: Ability to analyze data sets, chatbot transcripts, or support interactions to identify trends, patterns, and actionable insights.
• AI & Digital Experience Interest: Academic exposure or strong interest in AI, chatbots, conversational design, or digital customer experience.
• Customer Experience Mindset: Understanding of how self-service tools, knowledge bases, and automation improve the customer support journey.
• Analytical & Problem-Solving Skills: Ability to synthesize large volumes of information and translate findings into clear recommendations for product improvements.
• Communication & Documentation: Ability to translate insights into clear documentation, knowledge base content recommendations, and product improvement proposals.

Nice To Haves

• Technical Curiosity: Familiarity with tools such as Excel, SQL, Python, or analytics platforms is a plus, but not required.

Responsibilities

• Analyze Chatbot Interactions: Review chatbot conversation logs to identify common customer inquiries, unresolved questions, and areas where the chatbot is unable to successfully resolve issues.
• Knowledge Base Gap Analysis: Identify missing or incomplete knowledge base (KB) articles based on chatbot interactions and support ticket trends, and recommend new KB content to improve self-service coverage.
• Improve Chatbot Effectiveness: Work with Product and Support teams to refine chatbot intents, responses, and escalation flows to increase resolution rates and improve the customer experience.
• Drive Self-Service Adoption: Analyze usage patterns across the chatbot, support portal, and knowledge base to identify opportunities to increase adoption and reduce ticket volumes.
• Customer Experience Insights: Develop dashboards and reports highlighting chatbot performance metrics such as containment rate, deflection rate, and frequently asked questions.
• AI-Driven Support Improvements: Research opportunities to leverage AI and automation to enhance chatbot capabilities, improve response accuracy, and enable proactive customer support.

Benefits

• U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees