STUDIO / DESIGNER
Accenture The Dock
Enya Schaefer & Daniel Morgan
Design of Services and Tools
Enya Schaefer (Interaction Designer)
Daniel Morgan (Design Lead)
Lucy Cunningham (Innovation Lead)
Design Challenge and Design Ideas
Contact centres today face significant customer & agent challenges identified through primary research. Agents lack the necessary technology and channel system operations to effectively serve customers, often lacking insight into context, history, and multi-skilling capabilities. As language evolves into Gen AI’s interface, it holds immense potential to address these challenges, offering solutions like summarisation & task execution.
The escalating volume & complexity of queries strain contact centres, leading to rising OpEx costs & declining agent & customer satisfaction. While technology has enabled many business functions, a comprehensive solution for contact centres remains elusive. The emergence of Gen AI offers a compelling opportunity. Our solution explores capabilities to realise this vision, guiding an end-to-end contact centre offering.
By leveraging the power of language as Gen AI’s interface, we can reshape contact centres, transforming them from problem-solving hubs to hubs of proactive engagement. As Generative AI enters the scene, it could make human-like decisions, revolutionising customer experiences.
How the brief was fulfilled
We created a solution that enables multi-skilled agents through data & AI to create proactive, tailored-care for customers & community in moments that matter most.
Our solution creates an elevated customer experience with contact centres by providing service agents with generative AI capabilities. Reducing complexity and the number of systems needed to be used in to one holistic system. Alto listens to calls, transcribing them live, while offering the agent optimal suggestions for actions. This frees them to move beyond the act of hearing towards the art of listening. Alto has the power to revolutionise the operation of contact centres, providing valuable data-driven insights to enhance personalisation and to speed up resolution, providing the latest in innovation to concentrate on what is truly human.
We are reimagining the call-centre process rather than simply automating them. Driving agents to use AI as an enabler rather than a replacer. This moment may feel disruptive, yet it belongs within the continuous march of human ingenuity. The development of AI, in other words, is part of our natural progression. But our considerations focus to pursue all the avenues that benefits the human.
Using our intuitive and proactive user interface, agents can identify and truly understand customer needs & preferences for in-coming calls through customer markers. This offers them a deeper level of understanding the needs & wants of a customer in terms of going into a call and conversation.
During call the agents have 3 key features; live-transcription, prompted-actions & task-assisted-handling, such as auto-population, which all focus of reducing the cognitive-load of the agent to & assist them to focus entirely on the customer, especially when discussing sensitive topics.
After the call, agents can spend up to 30 minutes filling out necessary forms for each case. With the post-call features of intent discovery/classification & summarisation, this process is cut to a couple of minutes. This means our agents can help more customers, ensuring their needs are met promptly. Additionally, feeding into supervisor-insights to stay ahead of new intents and improve overall experience.
Our solution is all about harnessing the power of GenAI & the Human, working together to amplify the customer experience.
Really great idea, and love how the power of AI can advocate for better human traits, such as active listening. Great to see new tech being utilised to empower. Real life interaction with useful and simple UI and usage of technology."