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Junior AI Bot Escalation Pattern Analyzer

Scarlett Wang

Contract · Job · New_York

About the role

When a customer escalates from a chatbot to a human agent, it means the bot failed. Sometimes the failure is a gap in bot knowledge. Sometimes it's a conversation handling error. Sometimes it's an emotional escalation the bot didn't recognize. Sometimes it's a policy issue the bot isn't authorized to resolve. Understanding which escalation type is happening and how often is the foundation for improving bot performance. This is a 7-month contract to build the escalation pattern analysis system for our conversational AI platform. We handle 4 million bot conversations per month across 80 enterprise clients, and escalation analysis is underserved: we track escalation rates but not the structured reasons behind them. You'll build the pipeline: classifying escalation conversations by root cause type, aggregating patterns by bot, by intent category, and by time period, and producing the weekly escalation reports that bot product managers use to prioritize training data additions and conversation flow improvements. Senior NLP engineers define the classification taxonomy; you build the reliable execution pipeline.

Responsibilities

  • Build escalation conversation classification pipeline categorizing root causes from transcript data
  • Implement pattern aggregation by bot, intent category, time period, and client
  • Create weekly escalation pattern reports for bot product managers
  • Develop trend analysis tracking escalation rate changes after bot updates
  • Build escalation volume alerting for clients experiencing unusual escalation spikes
  • Document classification methodology and maintain taxonomy as new escalation types emerge

Requirements

  • 1+ year of Python and SQL development experience
  • Basic familiarity with text classification or NLP concepts
  • Interest in conversational AI, customer experience, or product analytics
  • Attention to classification accuracy and pattern reporting reliability
  • Reliable async communication for a contract engagement

Benefits

  • Fully remote contract — 7-month engagement
  • Flexible schedule
  • Competitive contract rate
  • Mentorship from senior NLP engineers
  • Potential for full-time conversion

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Categories

AI Product & Strategy Automation & AI Workflows

Skills

python sql pandas statistics openai api

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Job Type

Contract

Level

Junior

Language

English

Salary Range

Under $60k / year

AI Expertise

AI Product & Strategy Automation & AI Workflows

Skills

python sql pandas statistics openai api

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