Digital Transformation, Chatbot Evaluator and Live Agent - Student Assistant

The purpose of the Ask Cody Chatbot Evaluator and Live Agent is to support the continuous improvement of AI-powered student services at CSUSB by evaluating chatbot performance, ensuring information accuracy, and enhancing user experience. This role contributes to the reliability and effectiveness of Ask Cody by identifying content gaps, validating data sources, and providing direct user support when needed.

Under direct supervision, duties include but not limited to:

Chatbot Evaluation & Quality Assurance:
The Student Assistant will spend the largest portion of their time evaluating chatbot interactions to ensure responses are accurate, clear, and effective. This includes identifying errors, inconsistencies, and low-confidence responses, validating that links and referenced sources are functional and relevant, and documenting recurring issues. The role also involves tracking patterns in chatbot performance and following up on previously identified issues to confirm that improvements have been successfully implemented.

Testing, Analysis & System Improvement
A significant portion of time will be dedicated to proactively testing the chatbot using realistic, student-centered scenarios to uncover weaknesses and gaps in knowledge. The Student Assistant will analyze chatbot behavior, including confidence indicators and grounding, assess the reliability of underlying data sources, and recommend practical, data-driven improvements. This work also includes anticipating recurring student needs based on seasonal or cyclical trends to help guide future enhancements.

Data Validation & Cross-Department Collaboration The Student Assistant will work to ensure the accuracy and consistency of information by cross-checking chatbot responses against official university sources. This includes collaborating with campus departments to verify content, clarify discrepancies, and recommend updates to websites or other information repositories. The role supports alignment across systems to maintain a high standard of reliable and up-to-date information.

Live Agent Support & Communication The Student Assistant will serve as a live agent when needed, responding to user inquiries in real time and helping direct users to appropriate resources or departments. During these interactions, the assistant will document issues and observations that reveal gaps in knowledge or processes. Regular communication with supervisors will be required to share updates, highlight priority concerns, and contribute to ongoing improvements of the chatbot system.

• Ability to learn and perform assigned work; follow oral instructions; work cooperatively with faculty, staff, and other students; communicate effectively with all levels; and read and write English at a level appropriate to the position.

• Special Qualification: Admission or registration as a CSU student.

• Maintain a 2.0 G.P.A. or greater per semester and cumulative.
• Students must be enrolled in at least halftime units at CSUSB (6 units undergraduate; 3 units graduate)
• International students must have full-time enrollment at CSUSB. (12 units undergraduate; 6 units graduate)
• Eligible to work in the United States
• Payroll Requirement: Social Security Card

- Basic Experience with Natural Language Processing (NLP) platforms
- Familiarity with cloud platforms or cloud-based tools
- Understanding of generative AI concepts, including Retrieval Augmented Generation (RAG)
- Basic Experience with reporting or dashboard tools (e.g., Looker Studio, Google Sheets)
- Knowledge of computing security best practices
- Analytical and critical thinking abilities
- High attention to detail and accuracy in reviewing information
- Ability to evaluate written content for clarity, tone, and effectiveness
- Ability to work independently and take initiative
- Comfort using spreadsheets or tracking tools for documentation

Work status: Part-Time, Temporary, Seasonal

In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. We welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. We will create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.

California State University, San Bernardino is proud to be an Affirmative Action/Equal Opportunity Employer. We recruit, hire, train, and administer all personnel actions without regard to race, ethnicity, religion, color, caste, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, socioeconomic status, genetic information, medical condition, disability, marital status, protected military or veteran status, or any other status protected by applicable law. This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096) For more information about Diversity & Inclusion at CSUSB, please visit https://www.csusb.edu/human-resources/diversity-inclusion

Reasonable Accommodation
We provide reasonable accommodation to applicants and employees with disabilities. Applicants with questions about access or requiring reasonable accommodation for any part of the application or hiring process should contact CSUSB Benefits at benefits@csusb.edu.

Smoking
CSUSB is a smoke and tobacco-free campus.  See policy https://calstate.policystat.com/policy/6591951/latest/.

Clery Act
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State San Bernardino Annual Security and Fire Safety Report is available at: https://www.csusb.edu/clery-act.

Advertised: May 18 2026 Pacific Daylight Time
Applications close: Jun 17 2026 Pacific Daylight Time

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