• Conduct AI Quality Assurance Reviews – Evaluate AI-generated responses for accuracy, tone, clarity, and effectiveness to ensure a strong human-centered experience. • Train & Tune AI Tools – Identify response gaps, refine prompts, improve training inputs, and test enhancements to increase AI reliability and performance. • Identify Case Deflection & Knowledge Gaps – Analyze support trends and evaluate our internal agent assist AI performance data to uncover content gaps that limit automation effectiveness. • Enhance Knowledge Base Content – Assist in our knowledge base consolidation, optimization, and content analytics to improve AI accuracy and workflow automation. • Support AI Assist Workflow Enablement – Assist in documenting best practices and helping internal teams improve adoption of agent assist AI workflows. • Analyze Customer Support Processes – Review existing workflows to identify inefficiencies and automation opportunities. • Explore AI in Customer Support – Research and assess AI tools such as workforce management, predictive analytics, and automation to enhance customer interactions. • Collaborate Cross-Functionally – Work with the Customer Support Leadership Team and cross-functional teams to align AI initiatives with customer experience improvements. • Present Key Findings – Summarize insights, propose automation strategies, and deliver a final presentation to leadership with recommendations for AI-driven improvements.