Product Manager – Chatbot & Voice

Product Manager – Chatbot & Voice From chatbot to digital service expert: define what Bo becomes next. How do you make our customers happy? The best customer service interaction is often the one that never needs to happen: customers get clear, actionable help at exactly the right moment. That is Online Service’s ambition: self-service so good that customers already feel helped and no longer feel the need to reach out to Customer Service. For years, chatbot Billie helped customers find their way. Now, Billie transformed into Digital Service Expert Bo and this marks a broader shift: from answering questions to solving customer cases. As Product Manager Chatbot & Voice, you shape that next step: AI-powered, language-driven products that help customers in Dutch, text-based service journeys. The biggest challenge Bo already helps many customers, but digital service is changing fast. The product question is clear: what should a Digital Service Expert become next? The opportunity is to move beyond Billie’s chatbot role towards a smarter service layer across channels, combining LLM capabilities with predefined dialogues where that creates the best customer experience. The challenge is to define Bo’s product vision and turn chatbot, voice and automated dialogue based answers into customer impact without unnecessary complexity. What you do as Product Manager Chatbots & Voice As Product Manager Chatbot & Voice, you own the product direction for Bo, voice channels and dialogue-based answers within Online Service. You create clarity across teams, channels and external tools, and know enough about AI, integrations and product trade-offs to make reliable, measurable customer-facing products. You’ll align with our main stakeholder Customer Service, to make sure Bo is a great colleague to it’s non-digital counterparts. In practice: Develop and communicate a product vision for Digital Service Expert Bo, voice and dialogue based answer experiences. Shape the transition from Billie as