Resolution First
Resolution First aims to transform the current customer service associate experience from a research heavy process to working with tailored, dynamic recommendations based on the customer interaction. By harnessing customer data and AI capabilities, we're re-imagining the associate workflow to be more intuitive, efficient, and effective.
(To maintain confidentiality, I have included visuals that did not launch, but give an idea about my skills and my role as a designer.)
Project Overview
Customer Service Associates (CSAs)
Amazon’s customer service associates are highly trained, motivated people. They can be remote or in-person employees, handling sensitive customer data on a regular basis. Their performance has a huge impact on overall CX for Amazon customers.
Opportunity & Goal
Our challenge is twofold: First, we need to help CSAs deliver solutions to customers quicker and more confidently, eliminating unnecessary steps and reducing time spent searching for information. Second, we must ensure that this increased efficiency doesn't compromise accuracy or customer experience.
My Role
I am one of 4 designers, 1 researcher, 1 content designer, 3 engineering managers and about 12 product managers working on these concepts. All of us have taken turns organizing workshops, leading brainstorming sessions and presenting to leadership.
Same experience: Multiple business lines
Key Screens
Currently, CSAs are specialized to handle calls for specific businesses like Devices, Amazon Business, Grocery, Retail. With the re-imagined flow and with agentic AI, we are aiming to design interfaces that can empower associates to handle calls across business lines to reduce wait times and transfer rates for customers. The challenge here was to design intuitive screens that a relatively new, as well as a tenured associate could handle. Each business line comes with it’s unique set of tools and needs. For example, a devices call might need the ability to screenshare, while a grocery call might need the ability to look at a calendar and help reschedule deliveries. Our designs needed to scale across these units.
Working across teams
The most challenging and the most rewarding aspect of this project so far has been collaborating with designers, product teams and engineering teams in week long sprints. Focused time spent on framing the problem, understanding the metrics and developing quick flows and sketches using various AI tools has shown clear results- we launched a pilot in 3 months.
Examples of what I produced in brainstorming sessions
What is the impact so far?
Time Savings
About a minute saved with each customer contact
(Exact numbers cannot be revealed due to confidentiality)
Adoption Rate
About half the recommendations are being accepted by the CSAs.
(Exact numbers cannot be revealed due to confidentiality)
Customer delight
CSAs gave positive feedback about resolution first providing helpful recommendations and making their jobs easier, enabling them to focus on the customer experience