IVA Content & Intent Analyst

Role: The IVA Content & Intent Analyst is responsible for building, updating, and validating the conversational experience within the credit union's Intelligent Virtual Assistant (IVA) supported by Kore.ai. This individual will ensure that the bot responds accurately, naturally, and in alignment with our brand voice by managing verbiage, intents, utterances, and dialogue flows across multiple banking topics. This role is essential to maintaining a high-quality, member-centric self-service experience.

Essential Functions & Responsibilities:

• Create, input, and manage intents, utterances, and responses within the IVA platform.

• Write and refine member-facing verbiage to align with brand tone (friendly, clear, and empathetic).

• Map user journeys and dialogue flows to ensure seamless conversation transitions.

• Test and validate bot responses for accuracy, relevance, and containment.

• Collaborate with SMEs (subject matter experts) to confirm accuracy of financial product and service information.

• Regularly audit bot performance using analytics and feedback to identify areas for improvement.

• Support new feature rollouts by drafting intents and verbiage for emerging capabilities.

• Maintain documentation of intent structure, taxonomy, and change history.

• Participate in usability testing and assist with training data labeling as needed.

• Assist management in establishing work procedures and processes that support departmental standards. Responsible for suggesting methods to help improve efficiencies that will impact our service levels in all areas

• Become a SME by maintaining up-to-date knowledge of all credit union products and services. Partner with QA, training, and       member service teams to align bot behavior with live-agent experiences.

• Resolve and follow up on member complaints and issues to ensure the highest quality of member service by the bot.

Other job duties as assigned.

Performance Measurements: 

1.    Accuracy & Performance Goals

2.    Customer Experience Goals

3.    Optimization & Continuous Improvement Goals

4.    Compliance & Brand Alignment Goals

5.    Efficiency & Impact Goals

Knowledge and Skills: 

Experience: One year to three years of similar or related experience.  

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program. 

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. 

Other Skills    

Detail-oriented with strong organizational and logic-based thinking skills.

Familiarity with credit union products, services, and compliance terminology.

Experience working in a Call Center environment. 

Strong attention to detail. 

Able to maintain composure during difficult situations and in a fast-paced environment.

The ability to prepare and maintain confidential records and reports.

Must have a workable knowledge of Microsoft Office products, including but not limited to Word, Excel, and Outlook.

Must have a proactive and positive attitude toward members, supervisors, co-workers, vendors, clients, and the credit union.

Ability to handle multiple projects simultaneously and work with limited supervision, exercising own initiative and judgment.

The ability to effectively prioritize tasks to use time efficiently and attend to a broad range of activities.  

Physical Requirements    

While performing the duties of the job, the employee is regularly required to: 

- Ability to sit for at least 4 hours at a time.

- Reach, grab, sort.

- Communicate in person and via telephone with others.

- Ability to transport a minimum of 10 pounds.