Read time : 10 mins
AI-Powered UX Hub
Domain
Enterprise Customer Support
Role
Lead UX Designer
(Research, Strategy, Interaction Design)
Duration
~1 Months
Platform
Web Application
Target Persona
Tier-1 Service Agents & Supervisors
Key Insights & Strategy
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The Insight: Research revealed that agents don't just need faster answers; they need to trust the AI. Generic chatbots cause frustration due to unreliability and lack of context
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The Strategy: Instead of attempting full automation, the strategic focus was shifted to Human-AI Collaboration. I prioritized "Explainable AI"—designing interfaces that not only suggest the next best action but explicitly show the agent why that action is recommended. This reduced cognitive load while maintaining human empathy and control.
Core Solutions
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Unified Customer 360 Profile: A single-pane view consolidating all customer data to eliminate system switching
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AI Assist with Next Best Action (NBA): Provides guided, one-click resolution flows with transparent "Why this?" rationales
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Omnichannel Stream: Merges interactions from all channels into one continuous narrative
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Supervisor Command Centre: Live dashboards and SLA performance heatmaps that alert managers to queue health risks instantly
The System in Action
These strategic decisions collectively shaped the final Customer 360 Console—an experience that feels remarkably fast, unified, and trustworthy thanks to Explainable AI. Explore the final high-fidelity prototypes
Web - Prototype
Explore More Work
