Overview
Agents struggled with an overload of tools, leading to duplicated efforts and misplaced information. Our goal was to create a new, unified platform that would consolidate their tools, allowing them to offer best-in-class customer service.
Challenge
The team integrated all their tools into Celestial, but lacked a strategic vision for scalability, accessibility, and…
Discovery & Research
The common thread between what we learned in each of our discovery activities is that there needs to be a more efficient display of information.
Current workflows
Pain points
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Strategy
The current dashboard driven workflow placed almost no restrictions on call handling. To address this, we needed to implement a system that provides clear policy guidance and dynamically delivers relevant information at each step.
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Explorations around multi-modal scalability
Implementation
To better support both agents and the business, we've implemented AI-driven 'Paths'. These dynamic, step-by-step experiences empower agents with the necessary support while preserving the flexibility for genuine human interaction.
Playbook
Paths Library
Training
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Mockup from the Playbook
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Mockup from the Path Builder
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Example of dialogue from a cross team training session
Outcomes
$150
$25
Mockup of Recommended Path feature
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Under Construction