The opportunity: Call center advocates are forced to multi-task while supporting Members during live, complex interactions and rely on many non-integrated tools to effectively resolve member issues.
The primary tool an advocate uses doesn’t provide enough reliable information to inform their needs. As a result, they spend too much time figuring out how to solve the issue, rather than focusing on the conversation at hand to provide a quick resolution.
Specific pain points:
• Member issues aren't easily resolved within one location in the application.
• Many issues require multiple inquiries and external resources which leads to increased call times and user frustration.
• Advocates lose confidence in the reliability of the tool
How to improve the tool
Incorporate an AI capability that will listen to the advocate conversation with a member and produce the necessary information in real time.
Knowing the pain points an advocate faces, integrating AI into the tool would automate and ease the burden of searching for answers. ACET would be the primary source of truth for an advocate; it would also decrease manual note taking.
Role
Design Lead. I collaborated with the VP of Digital Product along with Engineer Leads, Business and Product Managers. By using the latest technology and partnering with a specialized Google vendor team, we were able to begin tackling a cohesive solution that could be integrated into the Salesforce CRM that the tool was created in.
Examples:
Existing home page, AI integration, Pre call screen, Post Call screen