2026
,
Enghouse Systems
Sectors
CCaaS, CX Enterprise
Role
Design Director
Duration
Ongoing
Team size
8
Agent Assist is an AI-powered agentic service which helps Customer Service agents handle customer interactions in real time. It integrates with a Knowledgebase and monitors conversations to dynamically offer solutions, generate FAQ responses, assess customer sentiment, translate conversations and auto-create interaction summaries at the end of customer interactions.
Project overview
Although a net-new product, Agent Assist is offered as a premium upgrade to an existing service, the Knowledge Assistant widget. 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.
Challenges
Designing the user experience to display relevant information during a fast-moving conversation (live chats and voice calls), in a small viewport, which is docked on the side of the user interface.
To reduce cognitive overload for customer service agents while managing multiple conversations.
Approach
The team began working on the wireframes, to gather initial ideas, and then once approved moved straight to high fidelity concepts. Since Agent Assist had a UI foundation via the Knowledge Assistant wiget, the decision of going straight to high fidelity mock-ups was practical.
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.
Outcomes
The first version of the Assistant is launched in Q2 of 2026. Following launch the design team is working closely with Product to gather user feedback, and begin work for improvements in future releases.