Picture an agent handling a complex insurance claim. They juggle policy documents, navigate multiple systems, and recall disclosures—all while remaining empathetic.
Agent assist tools promise to help by listening to calls and retrieving answers. Yet poorly designed tools can overwhelm agents or produce inaccurate guidance.
Starting with the Agent’s Day
CCL’s agent experience design service starts with the agent’s day. We shadow agents to understand workflows and pain points.
We design solutions that integrate directly into the agent desktop. Rather than flooding agents with suggestions, we prioritise high-confidence prompts like mandatory disclosures.
AI supports agents, not replaces them.
Closing the Feedback Loop
We use summarisation models to pre-populate call notes. We also build feedback mechanisms: agents rate suggestions, and models learn from their input.
Supervisors can review AI-assisted calls for quality and update knowledge bases accordingly, improving accuracy and handle time.