The POC version of the product was a simple text interface. The product, AI Assist, analyzed new tickets/cases, and then left a simple, private comment (only visible to a support agent) on the ticket with a recommended customer resolution for the agent.
One of AI Assist's core benefits is that it works silently in the background, as agents go about their normal work. To make it seamless for agents to go between their current ticket & AI Assist's suggestions, I placed the AI Assist module near the ticket, and high up on the page.
AI Assist's core technology is powered by GPT-3.5, which connects customer tickets and scenarios with possible solutions. The accuracy of those solutions is only as strong as the data that AI Assist can access. The engineering team created a secure API that enables companies to give selected access to massive data stores-historical help center tickets, Google Drive, Dropbox, Github repos, and other private document repositories. By constantly scanning through this corpus of files, AI Assist is able to find correlations between tickets, find answers to esoteric technical problems, and process the semantics of any type of data set-across 100 languages.
AI Assist feeds Support agents contextually relevant answers to tickets in a prioritized fashion, and gets smarter and smarter with every use, as support agents are given every opportunity to further train the model by giving thumbs-up or thumbs-down feedback to each suggestion.
Administrators and power agents are especially interested in understanding and demonstrating return on investment. An efficient admin dashboard features an A/B test that showcases the performance of AI-Assist-supported agents, compared to those not using AI Assist. This built-in validation feeds leaders the data they need to advocate for keeping AI Assist as a partner.
The final UI kit is spun-off from Andela Epic Design System. It's robust and user-friendly, ensuring that the product design team is fully empowered to drive the product's future. With this full UI Kit in-hand, the design team is set up for long-term success, continuing to build, ship, and scale products that meet the same high quality bar.