Envisioning an AI Agent Guide Builder
July 2024 – January 2025
The problem
Call center Business admins are responsible for optimizing call center efficiency and providing adequate tooling to agents, to handle customer calls. Tooling may come in the form of agent copilots (answering questions for agents in the form of a chatbot), step by step guidance, summarization from FAQs, or helping to shortcut manual steps. In order to create different solutions for agents, admins must "design and build flows" and rely on technical personnel to create the logic and experience for them. This causes the solutions to be inflexible and difficult to adapt.
The business admin needs a way to design and test technical solutions for agents, without requiring steep technical expertise.
Project Focus
As a globally distributed team, we collaborated with a wide range of stakeholders to align our focus, scope, priorities, and ensure consistent feedback.
Our team worked to define each unique function presented to agents, structure a hierarchy, and craft a vision for the authoring experience for each.
The Team: 1 UX Strategist (me), alongside a UX Designer, and UX Researcher.
My role: Leading collaborative work-sessions, reviewing existing UX and Market Research, visually mapping insights, and leading the Vision Definition work with Product Managers.
Competitive Analysis
This SWOT analysis is for Genesys Agent Guides. Based on findings across the competitive landscape, Genesys's existing product portfolio, and the company's mission, there are some unique Strengths, Weaknesses, Opportunities and Threats for the investment of Guided Flows for Agents and the ability to build flows for Makers / Admins.
Announcing Agent Guides...
which are the dynamic instructions served to agents. These guides draw upon knowledge articles, internal process documents, agent scripts, and virtual agents to inform and speed along customer service request calls.
We mapped out how existing siloed features would come together into one interface, the Agent Guides. These Agent Guides would eventually come together to create the larger vision of AI Studio.
Vision Work
For the business admin’s pain points, we set our eyes 2 years in the future, to envision the future or ‘AI Studio (a Guide Builder using AI)’.
To create the vision, I led the team in a series of collaborative working sessions. We used a Service Design tool, called a Service Package to differentiate between core services – often key to the value proposition, enabling services – required services supporting core capabilities, differentiating services – helping us stand out among competition, and benefits – the measurable impact this solution will effect.
This activity helped drive the generation of the vision statement and paint a picture to pitch to leaders and customers.
Over 5 work-sessions...
The team of senior executives worked together to crowdsource goals for the product, and reveal blind spots like pricing and user experience needs.
We used these sessions to align and cross reference current product roadmaps, while keeping our eyes set on detailing the vision and an experience based roadmap to get us there.
Platform Architecture
While working to create cohesion through many parts of the product, our team mapped out the ideal product architecture, establishing a single visual to keep all product areas aligned.
