Genesys Live Agent Migration

Re-platform the current vendor to Genesys Cloud CX to be used to answer/clarify customer's queries/concerns/issues via live agent. The current program will be migrated over to Genesys Cloud CX and every line of business who are currently utilizing the current platform for their customer interaction will switch over to this new chat experience.

Date
Aug 2023 - Dec 2023

Team
Genesys CX Migration Team

Role
Product Designer

Purpose

Big 5 bank's business vendor migration from current platform to new platform. Use case of targeting previous vendor’s bugs and defects and aligning all lines of businesses to one single source of truth.

Analytics

With a bounce rate of close to 50%, I realize there was a big problem in the visual elements of the current live agent experience and the user experience leading to users opening the live agent by mistake.

Market Research

Key Features

A Friendly UI

The use of curved shapes instill a sense of pleasantry and invitation when it comes to design. Utilizing a rounder border radius made a large impact on the open and friendliness when it comes to the chat container.
I utilized a drop shadow for the container border rather than the original stroke to create a sense of blending so the user doesn't separate their banking experience from their chat experience (more to this later for the app portion).

Chat Elements

Included several elements from a social chat UI to further create a friendly connection between the live agent and the user. A friendlier connection would boost confidence ratings and also help users feel less stressed as they are usually addressing a concern or issue with their banking account.

1. Timestamps: users can utilize timestamps to derive timelines, context, and timing which can help with resolving disputes.
2. Agent Name: allowing users to have a constant reminder for who they are speaking with to tie a connection between two individuals rather than user and agent.
3. Agent Avatar: there are use cases where multiple agents may be present within the chat. In addition to creating a connection, the agent avatar can be used to differentiate at a glance, who is speaking and assisting the user at that particular moment.

Agent Availability

One of the reasons why the bounce rate was so high for the live agent was because a chatbot currently exists within the banking experience. To distinguish the two entry points, a new icon was required but an icon can't be complete without having some more information attached to this. To optimize the user experience and reduce clicks, the chat icon for the live agent shows different states for agent availability.

The 5 states are default (available), pressed/hover, minimized active session, a new message notification, and an offline state for when the live agent is not available.

Revised Text Input

To add onto our blended experience, the textfield went through a number of revisions which landed us on a divider that separates the chat from the input in a minimalistic way. This removes the clutter and still contains the text in a "seemingly" larger section of the chat container.
The divider is apparent enough to keep the input field and the chat separated yet minimal enough to invite users into conversing with the agent in a transparent manner.

Native Experience

Previously, I spoke to integrating the banking experience with the chat experience. With the mobile app, the chat container will create an overlay to keep users in their banking experience, ready to be minimized at anytime.

Restrictions and Takeaways

Working within a tight confines of a chat container within a web browser had it's fair share of complications, but working around the minimal space by creating a grid layout and larger typography within the space, the project was able to be be handed off to developers with a visual aesthetic UI and a user experience that invites users to converse with an agent as they would with a friend. Banking does not need to be a serious task, by opening up the design and allowing users to feel comfortable, we are able to create a friendly and warm environment for users to feel less burdened by whatever issue they may be facing.