My Role
Product Designer
Tools
Figma
Platform
Google Customer Engagement Suite
Description
Google is looking to reinvent their Contact Center as a Service platform by incorporating Gemini and developing better user interactions.
Skills Used
Branding, Visual Design, UX/UI Design, Design System
Google’s Customer Engagement Suite, is an updated version of Contact Center as a Service, an omnichannel customer service operations program that enables users to manage customer communications using human and AI agents. Google is looking to redesign this platform to include visual node-based editing, AI, and to be overall more user friendly.
When speaking with upper management, Product Managers, and Developers about the project, there were a few things that I wanted to keep in mind while working on this assignment.
ADO might change in the future
With Microsoft constantly innovating and acquiring more development tools there is a chance that ADO could be a completely different program in the future and its something we should keep in mind.
Don't alienate current users
ADO has a solid userbase and we don’t want to create any dramatic changes that would upset current usability or workflows.
This tool could become public
This current solve is to improve the workflow between product managers and software developers at Microsoft but there is a chance this could be a feature that everyone using ADO could use.
Reached out to Microsoft project managers and developers to get an idea of how they feel about the current ADO experience. With ADO being such a large project, I wanted to get a good idea of what pain points exist and maybe find a commonality amongst them.
At their core, chatbots interpret information given to them, find an answer, and return it to the user in a natural language format. This reminded me a lot of a secretary or an interpreter.
But... Microsoft already has a ton of chatbots?The goal is not to create a new chatbot but create a secretary for all of the existing chatbots.
Can Communicate between the already existing Microsoft Teams integrations
ADO has a solid userbase and we don’t want to create any dramatic changes that would upset current usability or workflows.
Ability to look through previous team messages and relay info
With Microsoft constantly innovating and acquiring more development tools there is a chance that ADO could be a completely different program in the future and its something we should keep in mind.
Enhances already existing integration between
ADO and Microsoft TeamsUsers would be able to continue conversations and messages across platforms
An important part of expanding this project and seeing if its actually feasible, is to release a simplistic version for internal use and be able and use feedback in order to make improvements in the future.
Feedback can be obtained via Azure Dev Ops and Microsoft
Teams in a few ways. We're asking users for simple thumbs up thumbs down, and then prompting if they want to give us more information from there.
ES Chat works as a secretary between the user and Microsoft’s many chatbots. In teams, the focus is on helping users to summarize documents and meetings between chats and create documents. When a user asks ES Chat a question, ES Chat checks in with other chatbots (Copilot, Bing, etc.) to come back with answers.
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Within Azure Dev Ops (ADO), ES Chat works through GitHub Copilot, primarily pulling information and answers from the ai chatbot as well as Bing.An important aspect of ES Chat is feedback. Within ADO, feed back is going to be one of the main drivers for how users will interact with the chatbot in the future.
