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AI Based CX Tool

Introduction of Generative AI
in a Customer experience management platform to Reduce the FRT by 30%

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 The tool aims to provide real-time insights, a unified view of customer interactions, and personalized responses, ultimately improving the overall customer experience and operational efficiency for S360 Solutions. The success of the CEM tool will be measured based on its impact on customer satisfaction, marketing campaign performance, and the efficiency of customer support operations.

Target Audience for the Project:

Startup Founders, Marketing Managers,Customer Support Teams

Project Brief

My Role

Timeline

UX Designer

15 Weeks

  • - The current CEM tool lacks an optimized user flow, leading to inefficiencies for customer service agents.
    - Existing UI is outdated, hindering intuitive interactions and ease of use.
    - Slow response system impacts agents' ability to provide timely and effective customer support.
    - Increased response times result in lower customer satisfaction and reduced agent productivity.
    - Critical need for:
      - Streamlined user flow
      - Enhanced interactions
      - Faster response system
      - Updated, user-friendly UI
    - Goal: Better support agents and improve overall customer experience.

  • Primary research involves collecting firsthand information directly from original sources to address specific research objectives or questions. It includes steps such as identifying research goals, designing data collection methods, sampling, collecting data, analyzing it, and reporting findings. Examples include surveys, interviews, observations, and experiments conducted by researchers themselves to gather new and relevant data.

  • The UX audit conducted for the existing tool focused on evaluating its user interface design, functionality, and overall user experience. The audit involved thorough analysis of the tool's navigation structure, visual elements, information architecture, interaction patterns, and accessibility features. Usability testing was conducted to identify pain points, usability issues, and areas for improvement based on user feedback and task performance. The findings from the UX audit were compiled into a detailed report, highlighting actionable recommendations to enhance the tool's usability, user satisfaction, and overall effectiveness.

Satisfaction with Real-time Feedback and Analytics:

  • Average satisfaction rating: 6.5 out of 10

  • Percentage of users extremely satisfied rated 9 or 10: 35%

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Frequency of Using CEM Tool's Features for Customer Sentiment Analysis:
 

  • Daily: 35%

  • Weekly: 40%

  • Monthly: 20%

  • Rarely: 5%

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Rating of CEM Tool's Performance in Providing Unified Customer Interaction View:
 

  • Good or Very Good: 20%

  • Fair: 75%

  • Poor or Very Poor: 5%

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Rating of User Interface and Ease of Use:
 

  • Good or Very Good: 5%

  • Fair: 25%

  • Poor or Very Poor: 70%

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Research & Analysis

  • The current CEM tools are not fully integrated with AI, leading to data silos and inefficiencies.

  • High response times in customer service due to inadequate automation and analytics capabilities.

  • Limited visibility into customer data and interactions across various platforms, making it difficult to provide personalized experiences.

Painpoints

Automation, Helping others, Pets, Traveling

Interest:

  • Scifi Films

  • Social Media

  • Books & Comics

Influences:

Motivations

  • Drive technological innovation within the company to maintain a competitive edge.

  • Ensure that the IT infrastructure is robust, scalable, and secure.

  • Enhance the overall customer experience through efficient and effective technology solutions.

  • Demonstrate the ROI of new technology investments to stakeholders.

Goals: 

  • Improve the company’s technological infrastructure to support business growth and scalability.

  • Ensure the seamless integration of new software solutions with existing systems.

  • Enhance the company’s competitive edge through innovative technology solutions.

  • Reduce response time and improve efficiency in customer service operations.

Age: 37
Occupation: 

CTO 
Location: Urban Area
Education: Bachelor’s degree in Computer Science, Master’s degree in Information Systems
Experience: 20+ years in the technology sector, with extensive experience in software development, system architecture, and IT management. Currently serving as CTO

for the past 5 years.

Sidharth M

User Personas

  • Streamlined Onboarding: Simplify setup with step-by-step guides and tutorials.

  • Task-Oriented Navigation: Create intuitive paths for common actions like tracking interactions and generating reports.

  • Contextual Help: Offer real-time assistance and tips within the tool.

Conclusion from Research: Enhancing the CEM Tool

User Flow

User Flow

Login

Wireframes

Montserrat Bold-H1

Montserrat Regular-H2

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"Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum."

Design Language

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Baibhav Pattnayak

© 2024 Baibhav pattnayak portfolio

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Accessibility Testing

Contrast

Touch Targets

Typography

Self Unboarding

Home Page

Product Screens

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