GenAI Tool for Customer Support Agents
UX Lead, Product Owner and Product Manager
GenAI Tool, Responsive Web
The Product
AI-Powered Contact Center Transformation: Modernizing Agent Support and Knowledge Management
Streamline and enhance support services that are personalized, proactive and self learning:
Deployed GenAI platform with:
Real-time agent assistance and knowledge suggestions
Automated knowledge gap analysis
Smart ticket routing
AI performance tracking
Interactive training modules
Implemented cross-channel AI support workflows
Automated knowledge base maintenance
Added virtual agent capabilities
Goals
Improve operational challenges impacting both agent efficiency and customer satisfaction.
Integrate with existing systems.
Challenges
Slow knowledge access during live customer interactions led to extended wait times
Outdated knowledge base with content gaps hindered self-service effectiveness
6+ month new hire training period reduced operational efficiency
Manual quality management created bottlenecks
Poor system integration prevented automated support
Key Metrics
Customer Experience Improvements:
Reduction in wait times
Decrease in manager escalations
Higher initial resolution rates
More consistent high-quality responses aligned with top performer standards
Operational Efficiency Gains:
Increase in resolved issues per hour
Overall productivity improvement
New hire ramp-up time reduced
Enhanced knowledge base accuracy and completeness
Improved self-service capabilities
