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Earlier Work
05
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Earlier Work
Before
Business Challenge
Average call handle time (AHT) is extended due to system UI complexity. Customer Service Reps are required to take multiple steps to manage simple yet frequent tasks.
Strategic Approach
Transform the experience by integrating IVR and AI automation capabilities to diagnose the problem and provide top solutions to Reps prior to connecting with customer.
Design Solution
Reduce and optimize customer information into a quick glance format. Implement a conversational chat UI to manage AI recommendations, quickly access system info and/or initiate new actions.
Outcome
Design concept was approved by senior leadership for phased implementation.