Summer Intern - Product Management (AI Chatbot & Self-Service)
Ingram Micro, Irvine, CA, United States
Ingram Micro is seeking a
to join us in June for our 10-week PAID Summer Internship Program! We are looking for college and university students who are ready to expand their skills and apply them to meaningful work with a global organization. Location:
We have internships available across our various departments and locations throughout the U.S. Unless otherwise noted, all internships are on a hybrid format at the designated office listed in the job description, and are 40 hours per week, Monday through Friday. Our program includes cohort activities such as learning & development trainings, executive speaker sessions, and other networking opportunities.Your role: Knowledge Base Gap Analysis: Identify missing or incomplete knowledge base (KB) articles based on chatbot interactions and support ticket trends, and recommend new KB content to improve self-service coverage.Improve Chatbot Effectiveness: Work with Product and Support teams to refine chatbot intents, responses, and escalation flows to increase resolution rates and improve the customer experience.Drive Self-Service Adoption: Analyze usage patterns across the chatbot, support portal, and knowledge base to identify opportunities to increase adoption and reduce ticket volumes.Customer Experience Insights: Develop dashboards and reports highlighting chatbot performance metrics such as containment rate, deflection rate, and frequently asked questions.What you bring to the role: Data Analysis & Insights: Ability to analyze data sets, chatbot transcripts, or support interactions to identify trends, patterns, and actionable insights.AI & Digital Experience Interest: Academic exposure or strong interest in AI, chatbots, conversational design, or digital customer experience. Customer Experience Mindset: Understanding of how self-service tools, knowledge bases, and automation improve the customer support journey.Analytical & Problem-Solving Skills: Ability to synthesize large volumes of information and translate findings into clear recommendations for product improvements. Technical Curiosity: Familiarity with tools such as Excel, SQL, Python, or analytics platforms is a plus, but not required.Communication & Documentation: Ability to translate insights into clear documentation, knowledge base content recommendations, and product improvement proposals. #J-18808-Ljbffr
to join us in June for our 10-week PAID Summer Internship Program! We are looking for college and university students who are ready to expand their skills and apply them to meaningful work with a global organization. Location:
We have internships available across our various departments and locations throughout the U.S. Unless otherwise noted, all internships are on a hybrid format at the designated office listed in the job description, and are 40 hours per week, Monday through Friday. Our program includes cohort activities such as learning & development trainings, executive speaker sessions, and other networking opportunities.Your role: Knowledge Base Gap Analysis: Identify missing or incomplete knowledge base (KB) articles based on chatbot interactions and support ticket trends, and recommend new KB content to improve self-service coverage.Improve Chatbot Effectiveness: Work with Product and Support teams to refine chatbot intents, responses, and escalation flows to increase resolution rates and improve the customer experience.Drive Self-Service Adoption: Analyze usage patterns across the chatbot, support portal, and knowledge base to identify opportunities to increase adoption and reduce ticket volumes.Customer Experience Insights: Develop dashboards and reports highlighting chatbot performance metrics such as containment rate, deflection rate, and frequently asked questions.What you bring to the role: Data Analysis & Insights: Ability to analyze data sets, chatbot transcripts, or support interactions to identify trends, patterns, and actionable insights.AI & Digital Experience Interest: Academic exposure or strong interest in AI, chatbots, conversational design, or digital customer experience. Customer Experience Mindset: Understanding of how self-service tools, knowledge bases, and automation improve the customer support journey.Analytical & Problem-Solving Skills: Ability to synthesize large volumes of information and translate findings into clear recommendations for product improvements. Technical Curiosity: Familiarity with tools such as Excel, SQL, Python, or analytics platforms is a plus, but not required.Communication & Documentation: Ability to translate insights into clear documentation, knowledge base content recommendations, and product improvement proposals. #J-18808-Ljbffr