Help customers resolve quesries faster
Conversational AI, self-service, and high touch support for faster query resolution and improved brand–customer relationship.
DATE June 2022 – Dec 2023
ROLE Lead Product Designer
TEAM Genesys Digital Growth
3 Product Managers, 2 Engineering teams.
Messaging does ~ 25M conversations each month
Cobrowse’s monthly usage increases by 600%
Knowledge’s monthly usage increases by 400%
Usability error reduces by 95%
Customer retention rate increases by 96%
Success stories: Rabobank has 45% of questions answered by virtual assistants and gains 25% in productivity. Virginia Atlantic handles 220% more interactions, and 20% of contacts are resolved with bots
PROBLEM
Customers are intolerant of friction in customer service interactions
And they are going digital! They demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible – so they can get back to what they were doing before the issue arose. Report by Forrester.
As a global CX leader, Genesys supports digital fluidity to meet customer needs and help strengthen brand–customer relationship.
SOLUTION 01
Leverage AI to surface relevant answers for self-service customers.
Rearchitect Knowledge on Web Messaging to introduce the accessible and AI-powered Answer Highlights flow.
Customers can find accurate and relevant answers from the first point of contact with brands. They give feedback about the accuracy and relevancy of the answer to help train the AI.
SOLUTION 02
Evolve the Cobrowse interaction for escalated conversations
Redesign the Cobrowse experience for adoption in both Voice and Chat conversations. Use research insights and iconography to improve usability by 95%.
Escalated from Voice
Escalated from Chat
The redesigned cobrowse toolbar is sleek, responsive, and usable
Research shows that participants didn’t understand the pencil icon in the existing product. 95% of them mistook it for editing, whereas it is for drawing on the screen. Plus, it wasn’t responsive, and the chunky size blocked one-third of the screen estate.
SOLUTION 03
Introduce video chat as a high touch support
Incorporate video chat into Web Messaging in both web and mobile web for a seamless experience.
Adopt a mobile first approach
Building on lessons from the cobrowse toolbar, I adopted a mobile-first approach for video chat. I started with the smallest screen, the iPhone SE, and then adapt the design for larger devices.
SOLUTION 04
Make native mobile apps for messaging
Architect the whole conversational support experience for iOS and Android mobile devices so that it can be deployed in brands’ apps.
Design for scalability and accessibility
Employ the correct unit for each operating system (sp and dp for Android, and point for iOS) so that the app works seamlessly across devices.
IMPACT
60% more clients are using Messaging each month
Genesys steadily and strongly enters the digital-first market. The aforementioned solutions have made Messaging very competitive and helped attract more clients. Each month, Messaging does approximately 25M conversations. Our customer retention rate is currently at ~95% monthly.
Cobrowse’s monthly usage increases by 600%
Knowledge’s monthly usage increases by 400%
Success stories: Rabobank has 45% of questions answered by virtual assistants and gains 25% in productivity. Virginia Atlantic handles 220% more interactions, and 20% of contacts are resolved with bots.
Continue the tour
Time-Off
Reduce time on task by 28% through close collaboration with cross-functional team
Economical delivery
Delight shop owners by applying human psychology and visual design