About the role
基础信息
所属部门:
淘天集团
学历:
本科
工作年限:
3 年
职位描述
对AI客服服务体验指标负责（AI解决率、问题case率、转人工、溢出等）；
1、独立识别客服场景中AI可解问题，设计端到端解决方案（含解决机制、效果预估、ROI评估），推动方案落地并拿到可量化的结果；
2、建立AI服务评测体系和badcase分析机制，以数据驱动Skill/Agent能力持续迭代优化；
职位要求
1、3年以上互联网技术/产品背景且有客服系统、工单系统、智能客服经验；
2、能用大模型完成完整工作流，至少有1个可验证的AI应用交付案例（如用AI完成场景分析、Skill需求定义、或提示词调优并上线）。
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