AI-powered contact center innovation at Goto
In 2023, I joined a “tiger” team at Goto to explore how AI could transform contact center operations. Over 18 months, I shaped the user experience of advanced tools that simplify workflows, support agents and supervisors, and enhance customer satisfaction.
My contributions to the project
As the UX designer, I transformed complex AI features into easy-to-use tools:
Virtual receptionist: The AI Receptionist was the project's highlight, designed to handle customer inquiries, route calls, and provide information autonomously. By focusing on usability, I ensured that configuring and managing the AI felt intuitive, even for non-technical users.
Agent tools: Designed real-time transcription, topic detection, answer suggestions, and emotion analysis, making them actionable and simple.
Automated note-taking: Built workflows to integrate AI-generated summaries into agents' routines, saving time.
Supervisor support: Created dashboards for live call monitoring and performance insights, helping supervisors coach their teams.
Using iterative testing and feedback, I refined designs to address the needs of agents and supervisors effectively.
Virtual agent: GoToConnect AI Receptionist
The AI Receptionist was the centerpiece of this project. I designed:
Setup tools – A streamlined interface in GoToAdmin for creating and configuring the AI Receptionist in just a few steps: setting its attributes, defining its knowledge base, and customizing its behavior.
Conversational flows – Natural and efficient interactions to guide customers, answer questions, and escalate calls when needed.
Performance tracking – Real-time analytics to monitor bot activity, measure resolution rates, and compare AI performance with human agents, all within GoToAnalytics.
These capabilities seamlessly integrated into existing tools, such as the dial plan system, ensuring a familiar and intuitive experience.
Results and impact
My designs delivered:
Efficiency gains – Reduced handling times and manual effort through AI-driven automation.
Improved adoption – A user-friendly interface that made advanced AI accessible to non-technical users.
Enhanced customer experience – A focus on user needs, ensuring the AI provided value while maintaining transparency and trust.
This project showcased how thoughtful design can turn cutting-edge AI into practical, effective tools, delivering measurable value while remaining simple to use.