Maintain familiarity with AI and automation technologies in service delivery, including chatbots, generative AI, and agentic service tools.
Lead the development and operationalisation of the WhatsApp 'Chat with SWDA' channel as a key digital service touchpoint, including defining topic coverage and FAQs, establishing automated routing for complex queries requiring human intervention via live chat, and trialling generative chatbot capabilities to replace rule-based chat and better meet customer expectations.
Develop operational policies, workflows, and customer-facing communications for the channel, and work with the technology team to build and continuously refine the system and customer interface.
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