Increase feedback for call agents
How might we increase the frequency and quality of feedback to agents?
The problem
How might we empower our agents to give the best customer experience with the power of AI?
Call agents are used to clunky outdated, and disconnected systems. Providing them with a unified tool helps agents focus on the customer. When customers called in with complex questions, agents aren’t able to “Google it” due to security risks and contractual obligations with our clients. Using a combination of ChatGPT and custom data science models, we can help our agents serve our customers more effectively.
Hypothesis: Agents have created workarounds and hacks to make the most of legacy tools. Empowering them with a sleek design and AI-driven support will improve productivity leading to more sales.
Product goals
The second paragraph of an article is sometimes called the “nut graph,” which is short for “nutshell paragraph.” That’s because this is usually where the article gets to the heart of the matter—the main point. After the first section, the reader is ready to hear what’s truly at stake in this piece of writing. They’re invested. They’re paying attention. If your piece is long enough to have long, multi-paragraph sections, then you’ll want to use this strategy throughout to make sure you’re holding reader attention in a consistent way.
Success metrics
The second paragraph of an article is sometimes called the “nut graph,” which is short for “nutshell paragraph.” That’s because this is usually where the article gets to the heart of the matter—the main point. After the first section, the reader is ready to hear what’s truly at stake in this piece of writing. They’re invested. They’re paying attention. If your piece is long enough to have long, multi-paragraph sections, then you’ll want to use this strategy throughout to make sure you’re holding reader attention in a consistent way.
My role
I was the lead designer for this feature. I partnered closely with the lead designers of the entire workspace to make sure that the designs were cohesive with the larger environment. I was responsible for the overall design direction of the project.
Arriving at the proposed solution
Our team leveraged Fullstory and Mixpanel data to understand how our agents currently interacted with the call flow. Call center on-site research with agents provide insights on the state-of-mind and environment agents work in. There is very little down time when an agent isn’t on a call supporting a customer. That said, it made sense to provide feedback immediately after a call.
Challenges and other solutions explored
Call agents complete documentation after each call. This design is built for a future where we can rely on accurate data science models to help automate call documentation. We also considered in-the-moment feedback for agents, but feel concern about being too vocal and disruptive with our agents when they are focused on helping the customer.