AI and Data Officer
Expired
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Department of Customer Services, Open Data and Small and Family Business
Brisbane, QLD
Full Time
$90,868 - $99,582 per yr
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Posted 8 months ago
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The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position
The Digital Customer Products team supports a range of external customer-facing digital solutions to help Queenslanders access information and support for the following Queensland Government websites:
In addition to our contact centre voice and chat solutions, we also manage a pilot program for an Artificial Intelligence (AI) chatbot which acts as a virtual assistant to help small businesses access information and services to support their operations.
Currently this generative AI virtual assistant chatbot exists on the Tourism section of the Business Queensland website. This chat interface allows businesses to ask for information, resources or support - with the chatbot drawing responses from over 3,000 urls and documents.
As a key member of the team, you will be involved in maintaining and developing AI related solutions and supporting data management and reporting activities.
As the AI and Data Officer, you will:• Monitor performance of the AI chatbot including availability, response quality.
• Perform daily reviews of AI conversation transcripts and use these to identify content gaps, areas for improvement, and escalation when required.
• Maintain the quality and currency of AI content sources (data corpus) by managing a program of automated and manual content updates.
• Proactively identify changes to solution configuration or design to assist in the provision of improvements to solution quality, reliability and performance.
• Assist in the development and maintenance of reporting outputs to share key metrics of chatbot usage and performance with relevant colleagues, suppliers and clients.
• Triage and assist in the management of requests received from colleagues or clients for changes, additions or changes to the chatbot solution.
• Provide solution training or system demonstrations to colleagues or clients on an ad hoc basis.
• Develop requirements documentation to assist managers in the briefing of technical partners or suppliers on remedial fixes or new developments of the solution and support delivery of these changes through a development, test and production lifecycle.
• Coordinate testing of changes to the solution using automated and manual test scripts and coordinating test cycles with colleagues and clients.
• Monitor, triage and action any user feedback received via the AI chatbot.
• Support investigation and design of AI search and chatbot solutions for roll-out to other websites or digital environments.
Applications to remain current for 12 months.