AI Chatbot Dashboard
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The primary challenge of this case study was ensuring that the AI assistant, Freddy, could seamlessly support customer service operations without requiring excessive human oversight. While AI’s role was to reduce the workload on human agents, key areas needed improvement, particularly in handling more complex support tickets and ensuring that human intervention, when required, was timely and effective. Additionally, the AI’s ability to analyze multimedia data and interpret customer inputs in a nuanced manner posed another hurdle that needed to be overcome.
Viewing the ticket list
A support agent can view tickets and see which other team members are currently working on them. Multiple agents can review a ticket simultaneously, but once an agent takes ownership, the ticket is locked for others.
The agent accesses the ticket and the issue summary. What’s important is that AI prepares a summary of the entire issue, names it, and provides key elements of the problem.
The interface includes a timer at the bottom of the chat window, indicating the time left for an agent to take over. A similar timer appears at the top of the screen.
Reviewing user info
Michael can use the remaining time on the timer to review the user’s information in the left panel. Since the user is registered, the support agent can access relevant details such as the user’s location, registered hardware (e.g., 3D printers), warranty type (e.g., subscription plan), and links to the user’s past tickets for reference.
Additionally, “Action Items” section helps navigate through the discussion history. Clicking an action item scrolls to the corresponding part of the chat.
Taking over the ticket
Michael decides to take over the ticket.
This action disables the timer, and the user is notified that a human agent is now handling her issue.
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