Busy Infotech - Product Analyst

About the Role

We are seeking a detail-oriented and analytical Product Analyst to monitor, evaluate, and improve the performance of our AI Support BOT. This role involves analyzing BOT interactions, identifying process and script gaps, tracking product performance metrics, and driving continuous optimization initiatives to enhance customer experience and BOT efficiency.

Key Responsibilities

BOT Usage, Adoption & Engagement

- Monitor BOT usage, adoption, retention, and engagement metrics.

- Identify barriers impacting BOT adoption and recommend corrective actions.

- Track performance trends and share actionable insights with stakeholders.

BOT Performance Monitoring & Quality Improvement

- Listen to BOT calls/interactions regularly to identify gaps in BOT scripts, workflows, and customer journeys.

- Analyze recurring issues, incorrect responses, and escalation patterns to improve BOT accuracy and effectiveness.

- Define performance benchmarks and continuously track BOT performance against established metrics.

- Recommend and drive optimization initiatives to improve BOT quality, efficiency, and user experience.

Reporting & Analytics

- Create recurring business and product performance reports.

- Prepare dashboards and summaries highlighting BOT performance, customer trends, and improvement areas.

- Analyze data to support product decisions and operational improvements.

Cross-Functional Coordination

- Coordinate with vendor teams and internal stakeholders to discuss BOT issues, process gaps, and journey improvements.

- Follow up on identified problem areas and ensure timely resolution and implementation of enhancements.

- Collaborate with operations, product, and support teams to improve overall BOT effectiveness.

Required Skills & Qualifications

- Strong analytical and problem-solving skills.

- Ability to identify process gaps and recommend practical solutions.

- Good understanding of product metrics, reporting, and performance tracking.

- Excellent communication and stakeholder coordination skills.

- Attention to detail with a continuous improvement mindset.

- Proficiency in Excel/Google Sheets and reporting tools.

Preferred Experience

- Experience in Product Analysis, Business Analysis, Operations, BOT Monitoring, or Customer Experience roles.

- Exposure to AI BOTs, conversational AI, automation workflows, or support operations is preferred.