The Customer Service Process Automation & AI Specialist designs and implements customer‑focused, AI‑assisted solutions that improve service quality, accessibility, and consistency across customer service channels. The role combines customer‑facing AI innovation, service process automation, and AI‑assisted customer insights to support Customer Excellence.
In addition to customer‑facing solutions, the role optimizes customer service processes through intelligent automation, reducing manual effort and enabling scalable, high‑quality service delivery. 
Key Accountabilities
Customer‑Facing AI Solutions

• Develop and implement AI‑assisted customer service solutions (e.g. chatbots, virtual agents, AI‑enabled self‑service).
• Ensure solutions meet service quality, usability, trust, and reliability standards.
• Pilot, validate, and scale innovative AI use cases across service channels.

Service Quality & Process Automation

• Identify and automate customer service processes to improve quality, consistency, and efficiency.
• Design end‑to‑end automated workflows supporting case handling and resolution.
• Monitor and continuously improve automation based on operational KPIs and quality metrics.

AI‑Assisted Customer Insights

• Develop AI‑assisted insights from customer service interactions (b2c and b2b) and feedback.
• Translate insights into actionable recommendations for service quality and journey improvements.

Agent Enablement

• Implement AI tools supporting agents (e.g. response suggestions, summarization, next‑best‑action).
• Incorporate agent feedback to improve usability and effectiveness.
• Support rollout, training, and adoption of automation and AI solutions.

Success Measures

• Improved customer service quality, consistency, and accessibility
• Adoption and performance of customer‑facing AI solutions
• Measurable efficiency gains without service quality trade‑offs
• Practical customer insights actively used by Operations and CX teams