- Company Name
- Gusto
- Job Title
- CX AI & Automation Internship
- Job Description
-
**Job title:**
CX AI & Automation Intern
**Role Summary:**
A 12‑week internship focused on identifying, designing, and prototyping AI‑driven automation solutions to streamline high‑volume customer‑experience (CX) workflows. The role blends data analysis, process design, and cross‑functional collaboration to accelerate the company's AI‑native transformation of CX operations.
**Expectations:**
- Deliver a scoped automation project that simplifies or eliminates recurring CX tasks.
- Prototype AI‑assisted solutions (chatbots, workflow helpers, routing logic, SOP generators) using tools such as ChatGPT, Cursor, or Notion AI.
- Analyze CX data for patterns that reveal automation opportunities.
- Document current processes, SOPs, and tooling flows with a view to scalability.
- Test, validate, and launch improvements in partnership with Product, Engineering, Finance, and CX teams.
- Report findings, share learnings, and contribute to the CX AI‑Native playbook.
**Key Responsibilities:**
- Identify high‑volume recurring “jobs to be done” across CX teams and design automation or workflow improvements.
- Build prototypes of AI‑augmented solutions (e.g., process automations, routing logic, SOP generators).
- Analyze CX operational data (efficiency, quality, sentiment) to surface automation opportunities.
- Document and refine existing processes, SOPs, and tool workflows for clarity and scalability.
- Work cross‑functionally with Product, Engineering, Finance, and CX to test, validate, and deploy solutions.
- Experiment with emerging AI and productivity tools, sharing insights with the CX team.
- Research and present trends in AI, automation, and customer operations to inform the transformation roadmap.
**Required Skills:**
- Strong analytical and problem‑solving abilities with attention to detail.
- Proficiency in Excel/Google Sheets, BI tools (e.g., Tableau), and collaboration platforms (e.g., Notion, Asana).
- Hands‑on experience or demonstrated interest in AI tools such as ChatGPT, Cursor, Notion AI.
- Ability to prototype, experiment, and communicate concepts clearly.
- Excellent written and verbal communication; comfortable collaborating across functions.
- Self‑motivated, curious, and oriented toward using technology to improve human work.
**Required Education & Certifications:**
- Current student pursuing a BS or MS in Business, Operations Management, Information Systems, Computer Science, Industrial Engineering, or a related field.
- Expected graduation between December 2026 and June 2029.
- U.S. work authorization (no sponsorship).
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