Microsoft
AI Insights tool for contact centre
Revamped the conversation insights platform, boosted task efficiency by 33% for 5,000 businesses
Microsoft
AI Insights tool for contact centre
Revamped the conversation insights platform, boosted task efficiency by 33% for 5,000 businesses
Microsoft
AI Insights tool for contact centre
Revamped the conversation insights platform, boosted task efficiency by 33% for 5,000 businesses
Overview
Context
Contact centre products, powered by AI, enables businesses to effectively engage with their customers who are seeking assistance. I had the opportunity to work with the AI Insights product. My work involved in transforming Insights Platform. The platform collects data from customers engaging with businesses across all channels. Analyzing data and improving LLM responses when a customer engages via multiple channels is critical to improving the models.
Context
Contact centre products, powered by AI, enables businesses to effectively engage with their customers who are seeking assistance. I had the opportunity to work with the AI Insights product. My work involved in transforming Insights Platform. The platform collects data from customers engaging with businesses across all channels. Analyzing data and improving LLM responses when a customer engages via multiple channels is critical to improving the models.
Role
I served as the primary designer and researcher across the project's lifespan. I was involved in end-to-end design process
Role
I served as the primary designer and researcher across the project's lifespan. I was involved in end-to-end design process
→ Interviewed Stakeholders → Facilitated focus group sessions → Mapped end-to-end user workflows → Wireframe A/B test → Designed interfaces using design system → Created prototypes for usability testing
→ Interviewed Stakeholders → Facilitated focus group sessions → Mapped end-to-end user workflows → Wireframe A/B test → Designed interfaces using design system → Created prototypes for usability testing
Disclaimer 🔒
Disclaimer 🔒
I cannot share the details here but I would be more than happy to chat about it alongside my overall experience over a call.
I cannot share the details here but I would be more than happy to chat about it alongside my overall experience over a call.
Problem
The platform gathers data on customers engaging with LLM. Without collecting and analyzing every conversation, it is impossible to know how the model performed. This is where the conversation analysts(users) have a significant challenge. In the current platform, users analyze thousands of monthly AI-Customer conversations! Each conversation takes 30 minutes long!
Problem
The platform gathers data on customers engaging with LLM. Without collecting and analyzing every conversation, it is impossible to know how the model performed. This is where the conversation analysts(users) have a significant challenge. In the current platform, users analyze thousands of monthly AI-Customer conversations! Each conversation takes 30 minutes long!
Solution
A redesign implemented to modernize the platform and integrate new features tailored to user and client needs. This led to increased user satisfaction, improved efficiency in detecting LLM failures, and reduced customer resolution times.
Solution
A redesign implemented to modernize the platform and integrate new features tailored to user and client needs. This led to increased user satisfaction, improved efficiency in detecting LLM failures, and reduced customer resolution times.
Contribution in numbers
Contribution in numbers
4
Stakeholders Interviewed (Analyst, PM, CTO)
4
Stakeholders Interviewed (Analyst, PM, CTO)
4
Competitive Audits
4
Competitive Audits
2
Focus Group Sessions (Planned and facilitated)
2
Focus Group Sessions (Planned and facilitated)
12
User engagements
12
User engagements
1
Round of A/B Testing
1
Round of A/B Testing
3
Rounds of Iteration
3
Rounds of Iteration
8
New components introduced
8
New components introduced
Grounded in research driven approach
Grounded in research driven approach
The project received positive results due to the data-driven approach to design. I tackled understanding the problem at an deeper level using the following methods/sources: → Heuristic evaluations → Competitive audits → Focus group interview → Usability testing → User and client feedback
The project received positive results due to the data-driven approach to design. I tackled understanding the problem at an deeper level using the following methods/sources: → Heuristic evaluations → Competitive audits → Focus group interview → Usability testing → User and client feedback
Key achievements
Key achievements
I gathered diverse user feedback and aligned design objectives with business goals to create a polished final product. Through iterative design and data-driven decisions, I enhanced learnability, usability and effectiveness in task completion. → IImproved user journey through task simplification vApplied data visualization techniques to identify LLM failures promptly → IEnabled users to navigate easily between thousands of conversations → IFacilitated rapid creation of monthly reports, streamlining process for increased efficiency → IReused established UI components to enhance user learnability and streamline development processes → IIntroduced new components for specific needs that existing components could not fulfill for effective user experience
I gathered diverse user feedback and aligned design objectives with business goals to create a polished final product. Through iterative design and data-driven decisions, I enhanced learnability, usability and effectiveness in task completion. → IImproved user journey through task simplification vApplied data visualization techniques to identify LLM failures promptly → IEnabled users to navigate easily between thousands of conversations → IFacilitated rapid creation of monthly reports, streamlining process for increased efficiency → IReused established UI components to enhance user learnability and streamline development processes → IIntroduced new components for specific needs that existing components could not fulfill for effective user experience
Project challenges
Project challenges
Facilitation of user engagements
Engaging users effectively was challenging. Coordinating schedules and gathering meaningful feedback required careful planning. I learned to facilitate an comfortable environment for everyone for honest input.
Facilitation of user engagements
Engaging users effectively was challenging. Coordinating schedules and gathering meaningful feedback required careful planning. I learned to facilitate an comfortable environment for everyone for honest input.
Designing with LLM
Balancing technical constraints of LLMs with user expectations was demanding. Through iterative testing and close collaboration with, I created an efficient user experience.
Designing with LLM
Balancing technical constraints of LLMs with user expectations was demanding. Through iterative testing and close collaboration with, I created an efficient user experience.
Adapt to new design system
As a new member of the team, it was challenging to quickly adapt to the established design system. By thoroughly studying the guidelines and iterating designs based on feedback, I managed to ensure consistency while bringing in innovative solutions.
Adapt to new design system
As a new member of the team, it was challenging to quickly adapt to the established design system. By thoroughly studying the guidelines and iterating designs based on feedback, I managed to ensure consistency while bringing in innovative solutions.
Key takeaways
Key takeaways
Strategy
Every task should have a clear purpose and understanding of its future evolution, enabling effective strategy and design planning that aligns with the company’s goals.
Strategy
Every task should have a clear purpose and understanding of its future evolution, enabling effective strategy and design planning that aligns with the company’s goals.
Proactivity
Self-initiative and continuous curiosity are crucial for problem-solving and knowledge acquisition. “The only thing stopping me from doing a better job is myself.
Proactivity
Self-initiative and continuous curiosity are crucial for problem-solving and knowledge acquisition. “The only thing stopping me from doing a better job is myself.
Forgiveness over permission
Voice my expert opinion and take necessary actions, even if it requires post-approval while respecting constraints. “Don’t ask for permission but for forgiveness. I am an expert and need to voice my opinion."
Forgiveness over permission
Voice my expert opinion and take necessary actions, even if it requires post-approval while respecting constraints. “Don’t ask for permission but for forgiveness. I am an expert and need to voice my opinion."
Inclusive stakeholders
Engage stakeholders early to incorporate diverse perspectives and enhance product development. “A fantastic way to start a conversation with someone is by asking them what they think of your idea and why they are interested in it.”
Inclusive stakeholders
Engage stakeholders early to incorporate diverse perspectives and enhance product development. “A fantastic way to start a conversation with someone is by asking them what they think of your idea and why they are interested in it.”