Jiri Brezovsky (brezj)
Digital Transformation Director
Pegasystems Inc.
brezj Member since 2014 6 posts
Posted: July 31, 2018
Last activity: August 2, 2018
Posted: 31 Jul 2018 7:53 EDT
Last activity: 2 Aug 2018 16:51 EDT

Customer Service: Go Straight to Interaction

Hello Folks,

I have done user research for one of our clients and found that there is no value in choosing a task at the beginning of an interaction - and it's slowing the agents down.

Instead, we'd like to just straight to interaction. During a guerrilla usability test, we've seen this as an effective solution.

Screen mockup:

The idea is that when clicking "New Interaction", we'd jump straight to the interaction so the agents can start capturing information.

It was observed during agent shadowing that some people may introduce themselves or proactively talk about product information, thus guide a call in a certain way. This design solution tries to handle these scenarios and support cultural differences all around the world.

Is this possible technically in Customer Service? Our team has challenges with implementing this solution.

Any feedback and answers are greatly appreciated!

Pega Customer Service
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