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Designing Artificially Intelligent experiences for Customer Service Agents

AI Assistance for Agents: Enhancing Efficiency or Introducing Challenges?

Role

Visual and Interaction Designer, Researcher

Timeline

May 2023 - August 2023

Skills

Figma, Dynamics 365, PowerBI, Azure Devops

Status

Features are currently being shipped

Overview

Despite the amazing potential of Copilot (AI assistance), its usage has been drastically declining in agent experiences with Dynamics. It is crucial to identify where and why there have been dips in the usage of Copilot features. To address this, I evaluated the overall user experience with Copilot, pinpointing the aspects that are working well and those that are not and focused on improving the experience.

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I spent my summer at Microsoft working with the Microsoft Dynamics 365 customer service team and Nuance Enterprise team on creating more inclusive and accessible features for customer care.

This work is under NDA.
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If you're interested in learning more about my experience at Microsoft, please reach out

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Check out New Dynamics feature experiences in Enterprise tools
I worked on during my time.