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AI Content & Case QA:
- Review and validate AI-generated responses for accuracy and relevance.
- Identify and document any gaps in AI-generated content.
- Collaborate with AI trainers to improve model performance.
Automation & Workflow:
- Create, test, and validate automated workflows across Salesforce, Jira, and Wrike.
- Ensure case routing and escalation automations function correctly.
- Support regression testing for new AI/automation features.
Customer Experience & CSAT Insights:
- Analyze CSAT, NPS, and case resolution data.
- Provide actionable feedback to improve customer-facing content.
- Participate in root cause analysis for customer dissatisfaction.
Granicus
Granicus builds and maintains technology that transforms the Govtech industry by bringing governments and constituents together. They have served 5,500 federal, state, and local government agencies, and over 300 million citizen subscribers use their digital solutions across the U.S., U.K., Australia, New Zealand, and Canada.