Agent Assist

About

Agent Assist is an AI-powered service which helps Customer Service agents in responding to customers during live interactions. It integrates with a knowledgebase and monitors conversations to dynamically offer solutions, generate FAQ responses, monitor customer sentiment, translate conversations and auto-create interaction summaries at the end of CS interactions.

It is a new (and one of the first) AI-powered product offered by Enghouse in the CX space. As the design director on this project, together along with a senior designer, we worked closely with the Product team to research, test and deliver final designs.

Although a net-new product, Agent Assist is offered as a premium upgrade to an existing service, the Knowledge Assistant widget.

Approach

The design process for the product commenced with defining and understanding the requirements. This involved multiple meetings with the product manager, complemented by in-depth conversations with external account managers to gather crucial insights and expectations from our existing clientele in our Contact Centre Enterprise software space.

The team began working on the wireframes and high fidelity concepts in parallel. Since Agent Assist had a UI foundation defined, this made it easy to take this approach.

The high-fidelity concepts were mostly for the individual components which would make the User Interface. For example, a message from the AI Assistant, the types of messages etc.

Challenges, Goals

1. Designing a user experience to display relevant information during a fast-moving conversation (live chats and voice calls).

2. To reduce cognitive overload for customer service agents while managing multiple conversations.

Outcome & Progress

The first version of the Assistant is scheduled for launch in Q2 of 2026. Following launch the UX team will work closely with Product to gather user feedback, and begin work for version 2 with a additional features and user experience improvements.