Agency
Think Company
Client
Telecom Corporation
Role
Senior UX Designer
Project Duration
3 months
Overview
Facing substantial financial losses from unnecessary credits and declining call quality, our client needed a solution. My team was tasked with reimagining the agent experience to provide more guidance around company policies and customer interactions.
Research
2 weeks
Strategy
4 weeks
Execution
4 weeks
What goes here:
Mockup of cross-functional timeline
What goes here:
Mockup of cross-functional reporting for a given week
Discovery & Research
With an all-encompassing dashboard and lack of direction, agents felt free to issue credits to maintain high resolution and customer satisfaction rates. However, both new and experienced agents welcomed an AI driven solution that would provide guidance and consistency to their calls.
Observation
Observing 15 live calls from 5 frontline agents
Agent interviews
Understanding current and desired workflows
Stakeholder interviews
Learning about related business challenges
What goes here:
Research findings
Lack of training / policy adherance
Overwhelming agent to customer dialogue
Dashboard lacks guidance
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.
Exploration
Crafting and assessing scalable and effective solutions
Collaboration
Coordinating efforts and reporting progress across teams
Roadmapping
Planning for current and future iterations
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
Providing strategy and guidelines for consistent work
Paths Library
Making it easy to implement and share ideas across teams
Training
Equipping teams with conversational design best-practices
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
The introduction of 'Paths' allowed the business to define clearer, more effective policies, immediately saving money and increasing customer satisfaction. Agents have enjoyed the resulting consistency, and our design teams are now confident in designing for conversationally driven experiences.
$150
million
projected to be saved by end of year through credit paths
$25
million
projected to be saved by end of year through WiFi paths
Mockup of Recommended Path feature
Case study
Want to learn more?
To access the full case study, reach out to me at lindsay.bolger@hey.com.
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