Knowledge Assistant
Year
2023 - 2025
Company / Brand
Enghouse Systems
Role
Design Director
Sector
CX (Customer Experience), Enterprise SaaS
Enghouse Knowledge Service is a new product built to slot into a customer service application to provide easy, smart support access to customer service agents about frequently asked questions.
It replaces a traditional directory widget of Frequently Asked Questions. The Knowledge Assistant widget has better search functionality, and integrates AI to compile answers for Customer Service agents. This helps speed up the time it takes to complete customer service inquiries and interactions.
Project goals
Deliver final user interface designs
Improve UX for legacy features
Incorporate AI summation into the Knowledge Service.
Value proposition
User - Help customer service agents find the right information as soon as possible to improve personal performance metrics.
Business - Minimize time it takes to handle a customer service interaction by reducing the time it takes to find, and complete a response for the interaction. This would improve the efficiency of the customer service department.
Challenges
Small viewport - The Knowledge Service widget is integrated into Contact Centre applications as a part of the user interface. When this widget is loaded, it's often present in a small viewport on the screen. Often an average width & height being 400px by 600px. This poses a challenge of how to display the most relevant information at the right time.
Outcomes
