🚧
Under Construction
Thanks for stopping by! Work will be available soon.
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
What goes here:
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.
What goes here:
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
What goes here:
Mockup from the Playbook
What goes here:
Mockup from the Path Builder
What goes here:
Example of dialogue from a cross team training session
Outcomes
$150
$25
Mockup of Recommended Path feature