🔍 Problem Statement
For companies that use Genesys cloud for voice or digital interactions, customer support agents currently spend a lot of their time manually summarising interactions through note-taking and selecting the correct wrap-up code post-interaction. Leading to higher post-call work time and less time for agents to take new interactions. This has negative impacts on other metrics within call centres such as average speed of answer, leading to dissatisfied customers and overwhelmed support agents.
🤔 How Might We
How might we utilise Generative AI to reduce After-Call Work time so agents can spend more time dealing with interactions?
💡 Process
This project followed a 3-in-the-box model, uniting design, development, and product management for better decision-making, continuous feedback, and faster iteration.
🚀 Impact
The impact of this was huge check out the whole case
📂 Tools Used
Figma & Figjam.
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