Overview
ADD GOAL OF THE STORY - HOW RESEARCH IMPACTS COMPANY ROADMAPS AND PLANS - SAVE COMPANY FROM INVESTING MORE MONEY IN A SOLUTION THAT DOES NOT WORK/MEET GOALS
Problem
The company was working on a custom built AI tool to help customer support agents answer customer calls and eventually become a self-service tool.
I joined the project to determine if and how the tool could be integrated into agents’ workload.
Research Objectives
Objective 1
Help agents answer customer calls more quickly
Objective 2
Create a self-service tool to lower call volume
Research Question: How would customer support agents use an AI tool during customer calls?
Research Method: Moderated, in-person usability testing
Participants: 8 customer support agents
Task: Answer a scripted pro user call and use the AI tool to gain any answer, solution, and documentation needed for the call
Journey map created from observing agents during the usability sessions
TAKEAWAY FROM JOURNEY MAP
Key Findings
Agents need to answer the customer questions quickly to maintain the customer’s trust and meet their own time metrics.
The AI tool took too long to provide answers and would not meet agents time goals, leading the tool to not be used by agents.
Recommendation
Agents have difficulty noticing the gray text the AI tool provides above and below a response.
Recommendation
The AI-tool experienced issues when the agents switched tabs, which they do often while on a call.
Recommendation
Outcome
ADD OUTCOME - COMPANY DECIDE NOT TO MOVE FORWARD WITH THE TOOL BECAUSE IT DID NOT FIT WITH AGENT WORKFLOW