Five9 had a first-generation AI product that provided contact center agents with guidance cards and task lists. The software also summarized interactions and enabled agents to provide feedback. It accomplished these tasks by creating an assistant using a custom AI model trained on customer data.
The structure of the product required significant professional services effort for each deployment and was not flexible to allow the creation of a new assistant without undergoing the lengthy setup process of creating a new custom Model.
The structure of the product required significant professional services effort for each deployment and was not flexible to allow the creation of a new assistant without undergoing the lengthy setup process of creating a new custom Model.
As the UX designer for AI products, I had the responsibility to:
• Create an approachable user experience flow that better reflects the underlying architecture.
• Enable the use of Multiple AI base models and techniques.
• Enable the use of Multiple AI base models and techniques.
Actions:
Reorganized the legacy product by separating agent assistance software from outdated AI technology.
Overhauled the Agent Assistance Software to clarify hierarchies and improve flow.
Overhauled the Agent Assistance Software to clarify hierarchies and improve flow.
Simplified all agent guidance to an "if this, then that" rule system, which provided a unified UI that streamlined workflows for activating guidance, task lists and other assistant functionalities.
We also decoupled actions from assistants making objects like guidance cards and task lists re-usable between assistants, a previously major pain point for users.
Conducted thorough explorations on updating our intent-based AI but shifted focus to leveraging LLMs in conjunction with Five9's extensive data resources.
Conducted thorough explorations on updating our intent-based AI but shifted focus to leveraging LLMs in conjunction with Five9's extensive data resources.
Results:
• Accelerated Professional Services Delivery Time.
• Overwhelmingly positive customer feedback. Legacy users report that the new interface dramatically decreases their configuration time. New users were able to quickly pick up the tools. This resulted in consistent growth of our AI attachment rate to key sales deals.
• Overwhelmingly positive customer feedback. Legacy users report that the new interface dramatically decreases their configuration time. New users were able to quickly pick up the tools. This resulted in consistent growth of our AI attachment rate to key sales deals.
