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How might we use LLM's to help call-center agents find answers to their questions faster while servicing customers?
Deliverables: A new, seamless AI powered LLM tool that uses natural language search and content summarization to surface and compile information that agents need to service customers. This reduces overall call time and allows associates to focus on the customer.
How might we use GenerativeAI to guide call-center agent's actions & reduce the amount of manual work for customer calls?
Deliverables: A new, innovative GenAI Experience that summarizes a customer call, and creates a post-call note for the agent. This reduces the agent multitasking on a call, allowing them to focus on delivering a great customer servicing experience.
How might we migrate 240 million customer calls per year to a new conversational AI platform, while reimagining the future?
Deliverables: User research informed a converged prompt and singular voice to use, and explored longer-term intelligent voice options. Resdesigned a fraud/dispute flow in alignment with voice standards, conversational capabilities, and UX principles.
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How might we transform our current messaging strategy to deliver personalized communication to our customers?
Deliverables: An intuitive messaging strategy rooted in behavior design, focusing on motivation, relevancy, and urgency for the customer. User research informed customer archetypes, along with personalized and prescriptive messaging plans for each one.
How might we craft the future of our call center workforce, in a post-pandemic time, focusing on building usage and how associates gather + connect?
Deliverables: A three-pronged qualitative and quantitative research study informed our strategy which influenced operations leaders to reverse a 100-mile geographic restriction for our call center agents, and close the majority of call centers, enabling 90% of associates to work remotely, permanently.
How might we innovate a new experience to help our call center agents seamlessly and effortlessly convert upset backbook customers to frontbook products?
Deliverable: A new experience for our call- enter agents to use when servicing customers. Our user research informed experience allows our call center agents to easily convert customers with backbook products to frontbook products on a call.