This is Assist, 

Empower your Agents, to help your Customers

 
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Project Overview

[24]7 Assist, is a global chat platform for the customer service giant.

Agents chat with customers through this console and resolve their queries.

Here is a link to the product page.

My Role

  • Contributing to product requirements

  • Product Vision development

  • Agent Metrics and Smart Responses features conceptualized

  • Interaction design

  • Usability testing (team effort)

  • Design Documentation (Product Decisions, Rationales)

  • Planning and interfacing with Development team and other stakeholders

  • Feedbacks to Design Systems

  • Creating and maintaining design language

Team Setup

  • 2 UX Designers

  • 1 UI Designer

  • 2 Product Managers

  • 1 to 3 Research Experts

  • 3 to 4 Front-end Developers

  • 8 to 12 Back-end Developers

  • 2000+ Users with monthly to bi-monthly interaction and testing.

Tools

  • Sketch

  • Powerpoint

Project Duration

  • The product runs of Agile development methodologies.

  • It has fast release cycles. 

  • I've worked dedicatedly on this product for 8 months, followed by splitting resources for the next 6 months

Install base

  • 2000+ Users located in Bangalore, Hyderabad, Manila.

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Context

 

OBJECTIVES

The prime product metrics were to decrease the Average Handle Time (AHT) and the Average Response Time (ART).

 

Agents referred to predefined responses stored offline.

My job was to bring them during a customer interaction, in the best possible way while figuring out the intent of the customer. 

Second, a score board of each agent was maintained offline by the team leads. This determined agent's incentives, the user's prime motivational factor. My job was to identify and present it to them online, as a non-obtrusive, yet nudging goal.

Third, to develop a design language, taking advantage of newer tech stacks, better the layouts and achieve a vision piece on which the entire design team contributed.

CHALLENGES

Design as an independent team was a fairly new establishment within the company. Thus each improvement marked redefining 'What is Design?'

 

Getting design ideas integrated into a working product was a challenge, however the product team was very open to this aspect. This was majorly facilitated also by a strong focus on research.

More challenges revolved around migration of the tech stack to React/Angular while navigating between what is possible and what is not. 

METRICS ACHIEVED

Over the course of improving the Assist Console, most important metrics demonstrated the improvements.

Data source here.

First Contact Resolution

+89%

Sales Conversion

+30%

CSAT Increase

+20%

Decrease in AHT

28%