Previously, Five9 had been relying on 3rd party services to provide its customers with dynamic knowledge. Now, with the debut of GenAI studio, we were perfectly poised to offer our own in-house knowledge solution. Knowledge solutions allow businesses to upload their own knowledge base—support documents, guidelines, Q&As, etc.—and then quickly match agent's questions to answers.
As the UX Designer for AI Products, I had the responsibility to:
1. Allow users to easily upload their knowledge base.
2. Enable users to group knowledge sources into reusable references.
3. Allow users to test their knowledge output.
2. Enable users to group knowledge sources into reusable references.
3. Allow users to test their knowledge output.
Actions:
Interviewed users to discover pain points in knowledge management, common frustrations often centered around inconsistent knowledge outputs that failed to balance a concise answer with necessary details. This led us to constrain our output to a short summarized answer alongside the articles referenced so the agent can dive in for further details if needed.
Streamlining our development efforts by strictly remaining inside of our Nimbus design system allowed us to accomplish our delivery deadlines. This particularly impacted the carousel, where the design was constrained to previously made decisions around typography supported by the component.
Analyzed a variety of tagging/sorting systems to evaluate different architecture structures. I ended up drawing heavy influence from Adobe Lightroom's tagging system which allowed for easy tag creation during the tag assignment process.
Substantial engineering and design collaboration was required the ensure that the external UI experience aligned with the reality of the knowledge distillation process. Facilitating frequent discussions between product managers, engineering and design helped keep the team on the same page.
Analyzed a variety of tagging/sorting systems to evaluate different architecture structures. I ended up drawing heavy influence from Adobe Lightroom's tagging system which allowed for easy tag creation during the tag assignment process.
Substantial engineering and design collaboration was required the ensure that the external UI experience aligned with the reality of the knowledge distillation process. Facilitating frequent discussions between product managers, engineering and design helped keep the team on the same page.
Results:
• Provided agents with easy access to custom knowledge, reducing response times, improving accuracy, and enhancing overall customer satisfaction
• The MVP attracted many beta customers, all eager to implement a tailored knowledge management system that integrates seamlessly with their existing workflows.
• On the roadmap is support for integrations with platforms like Google Drive, SharePoint, and other third-party sources. Additionally, it will allow for customizable knowledge prompts, enabling more relevant and tailored information delivery for users.
• On the roadmap is support for integrations with platforms like Google Drive, SharePoint, and other third-party sources. Additionally, it will allow for customizable knowledge prompts, enabling more relevant and tailored information delivery for users.
Demo video was made in collaboration with the marketing team.
