Crafting the future of AI Driven Coaching
A Product Vision Project for Observe.AI
A Product Vision Project for Observe.AI
Observe.ai is a US-based B2B SaaS company that inputs customer service calls of companies, and outputs business analytics & ways to improve their call center agents.
Duration: 1.5 months
Role: Lead Product Designer
Team: Product Designer, Product Manager
Status: Picked for development of first version 😁
Role: Lead Product Designer
Team: Product Designer, Product Manager
Status: Picked for development of first version 😁
Coaching refers to the periodic training of Contact Center/Call Center Agents to help improve their performance. This is the responsibility of the Agent's Supervisor.
I worked closely with the Product Manager for this vertical to envision the future of Coaching by integrating AI driven summarisation and insight generation.
I worked closely with the Product Manager for this vertical to envision the future of Coaching by integrating AI driven summarisation and insight generation.
Result
We presented design and plan to the VP of Product, and the Director of Product Management. We received positive feedback and a go-ahead to start preparing for a Phase 1 release. 😁
My last contribution to the project before I had to leave to pursue my masters was the design handover of Phase 1 designs to the engineering team of Front-end, backend and Machine Learning Engineers.
We presented design and plan to the VP of Product, and the Director of Product Management. We received positive feedback and a go-ahead to start preparing for a Phase 1 release. 😁
My last contribution to the project before I had to leave to pursue my masters was the design handover of Phase 1 designs to the engineering team of Front-end, backend and Machine Learning Engineers.
Discovery Research
The aim of this project was to visualize the most impactful version of the 'Coaching' vertical at Observe.ai. To learn about this area, discovery was done by talking to real users.
🙍🏻♂️ Interviews with 7 Clients - power users of Coaching
📝 Survey with 30 Supervisor respondents
📍 Site visit to Concentrix, Bangalore
💻 Summarization AI tech review with Machine Learning team
With research being led by the PM, my contribution was analyzing research insights and transforming them into User Experience in the product.
With research being led by the PM, my contribution was analyzing research insights and transforming them into User Experience in the product.
The Problem
Currently, Supervisors spend 38 mins on average going through singular calls, and identifying points to coach one agent on.
Currently, Supervisors spend 38 mins on average going through singular calls, and identifying points to coach one agent on.
The Vision Part I: Coaching Insights
Coaching Insights is the intervention to reduce this time considerably. It provides a summarisation of the call with evidence based on all insights available on Observe.ai, not just the call transcript.
This summarisation can be used directly to create a coaching session of the agent. The Supervisor now does not have to spend (~40mins) going through the call to find areas of improvement of the agent.
Coaching Insights is the intervention to reduce this time considerably. It provides a summarisation of the call with evidence based on all insights available on Observe.ai, not just the call transcript.
This summarisation can be used directly to create a coaching session of the agent. The Supervisor now does not have to spend (~40mins) going through the call to find areas of improvement of the agent.
Coaching Insights Module in the Call Details Page (Above)
In the Vision Prototypes, the new Design System that was then under development was used. Hence the change in UI Styling in the images shown.
The Vision Part II: Notifications & Coaching
An important under-utilized potential was the impact of Notifications on the Supervisor's Workflow. This revamp of the Notifications system of the product was to shift from Coaching being a secondary feature to a pro-active space of actionable insights.
An important under-utilized potential was the impact of Notifications on the Supervisor's Workflow. This revamp of the Notifications system of the product was to shift from Coaching being a secondary feature to a pro-active space of actionable insights.
There's more to the story...
Coaching insights was an important part of the workflow of improving the Supervisor's experience. But, to create a systemic solution, we also worked on many adjacent features and workflows - Agent specific insights, and Chat-based summarization, Email Templates.
Interested to know more? Let's chat!
Coaching insights was an important part of the workflow of improving the Supervisor's experience. But, to create a systemic solution, we also worked on many adjacent features and workflows - Agent specific insights, and Chat-based summarization, Email Templates.
Interested to know more? Let's chat!
The Overall Strategic Goals for Coaching on Observe.ai
Real Impact
Make the Supervisor's workflow easier & complete on our product. Shift from Coaching being a secondary feature to an active space of insights.
Make the Supervisor's workflow easier & complete on our product. Shift from Coaching being a secondary feature to an active space of insights.
Leverage our Strengths
Utilize full capacity of Observe.ai's post-call analytics to provide actionable insights to help Supervisors improve Agent Performance.
User Buy-in
Gain more audience, and incentivize Clients to do Coaching on Observe.ai instead of other platforms.
Utilize full capacity of Observe.ai's post-call analytics to provide actionable insights to help Supervisors improve Agent Performance.
User Buy-in
Gain more audience, and incentivize Clients to do Coaching on Observe.ai instead of other platforms.
Experience, Learnings and many thanks
This project was a successful one that showcased the true benefits, as well as the critical need for collaboration. Our designs overlapped with a lot of the other ongoing projects in the company, and we took in feedback from those teams at various points. The Homepage Team, Design Systems team, Summarisation AI Team, Notifications team, Evaluations team, and the Machine Learning Team.
Suraj Khanna was the PM for this project that worked tirelessly with me to ensure our success. Our consultants Director of Product Management Anupama Atmuri and Principle Product Designer Bhasker Sharma whose continuous support informed the project, and my manager Albert Wang whose invaluable feedback has contributed to me constantly levelling up my design skills!
Suraj Khanna was the PM for this project that worked tirelessly with me to ensure our success. Our consultants Director of Product Management Anupama Atmuri and Principle Product Designer Bhasker Sharma whose continuous support informed the project, and my manager Albert Wang whose invaluable feedback has contributed to me constantly levelling up my design skills!