AI-powered contact center innovation at Goto
In 2023, I joined a team at Goto to explore how AI could transform contact center operations. Over 18 months, I shaped the user experience of advanced tools that streamlined workflows, supported agents and supervisors, and boosted customer satisfaction. I focused on creating practical, user-friendly solutions that were easy to adopt and impactful.
My contributions to the project
As the UX designer, I turned complex AI features into simple, intuitive interfaces:
Agent tools: Designed interfaces for real-time transcription, topic detection, automated answer suggestions, and emotion analysis, ensuring they were actionable and easy to use.
Automated note-taking: Developed workflows to integrate AI-generated summaries into agents' daily routines, reducing time spent on documentation.
Supervisor support: Created dashboards for live call monitoring and performance insights, making it easy for supervisors to coach and support their teams.
Using iterative testing and feedback, I refined designs to address the needs of agents and supervisors effectively.
Virtual agent: bringing AI to life
The GoToConnect AI Receptionist was the highlight of this project. I designed:
Configuration tools: A streamlined setup process in the GoToAdmin interface for defining the AI’s behavior, personality, and knowledge base to fit business needs.
Conversational flows: Clear, human-like interactions that could assist with tasks like finding local showrooms, checking availability, and escalating to human agents when needed.
Performance monitoring: Features that allowed supervisors to track bot analytics and resolution rates, building trust and transparency.
These capabilities were seamlessly integrated into familiar tools, such as the dial plan system, for a smooth user experience.
Results and impact
My UX design contributions led to:
Efficiency gains: Reduced handling times and manual effort with AI-driven automation.
Improved adoption: Intuitive designs made advanced AI accessible to non-technical users.
Enhanced satisfaction: Focused on user pain points to improve experiences for both employees and customers.
This project showcased how thoughtful design can turn cutting-edge AI into practical, effective tools, delivering measurable value while remaining simple to use.