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AI FAQ Auto-Generation Pipeline Developer

Evelyn Vestergaard

Full-time · Job · Chicago

About the role

Support teams answer the same questions hundreds of times. Our FAQ generator analyzes support ticket history, identifies recurring question patterns, generates draft FAQ entries with clear answers, and keeps them updated as products evolve. The goal: deflect 40% of incoming tickets by surfacing answers before customers need to ask. The generation pipeline has three stages: question clustering (grouping similar tickets into canonical questions), answer synthesis (combining agent responses into a single authoritative answer), and freshness monitoring (detecting when product changes make existing FAQs stale). You'll own all three stages, building the NLP models that make each one work reliably. The knowledge automation team is four engineers. You'll work closely with customer success managers who review generated FAQs before publication and provide feedback on answer quality. Every FAQ entry tracks its deflection rate — how many users read it and didn't file a ticket — so you'll have clear signal on what works.

Responsibilities

  • Build question clustering from support ticket history
  • Design answer synthesis combining multiple agent responses
  • Implement freshness monitoring detecting stale FAQ entries
  • Measure FAQ deflection rates and optimize for ticket reduction
  • Integrate with existing knowledge base platforms
  • Iterate on generation quality based on customer success feedback

Requirements

  • 3+ years building NLP or text analytics applications
  • Experience with text clustering, summarization, or generation
  • Strong Python skills with LangChain or similar frameworks
  • Proficiency in SQL for analyzing ticket data
  • Understanding of customer support workflows

Benefits

  • Fully remote with flexible schedule
  • Health and dental coverage
  • $2,500 professional development fund
  • Quarterly team meetups
  • Measurable impact on customer support efficiency

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Categories

NLP & Prompt Engineering Automation & AI Workflows

Skills

python langchain openai api sql fastapi

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Job Type

Full-time

Level

Mid-Level

Language

English

Salary Range

$80k – $100k / year

AI Expertise

NLP & Prompt Engineering Automation & AI Workflows

Skills

python langchain openai api sql fastapi docker

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