Role
Design lead
Responsibilities
E2E design, research, testing
Team
PM, AI & 3 eng
Duration
Mar—Oct 2024
AI Scorecards
Problem space:
Quality Assurance Scorecards serve as essential instruments for evaluating contact center agents during customer interactions. This process can be quite complex and time consuming, requiring QA analysts and supervisors to review A LOT of call recordings to verify that agents follow established protocols and effectively address customer inquiries.
Solution opportunity:
This is where AI comes into QA scorecards to boost speed and accuracy while minimizing time spent on mass call scoring.
Main experiences
Impact
This feature adoption increased by over 50% while net new customers that opted to buy this add-on increased by more than 35% continuing to be a key revenue driver for Dialpad.
“this feature saves the manual work of answering individual questions each time and setting it up was so easy.”
Scott - InfoTrack, Australia.
All metric data has been rounded to protect confidential information.
Learnings
This project expanded my perspective on strategic thinking and prioritizing tasks. It can be daunting to face a PRD filled with numerous requirements that excite leadership.
This required a strong focus on design thinking and aligning our approach with the overall company strategy to deliver an effective solution on schedule, while minimizing the risk of losing new deals or customer renewals. Ultimately, we had to sacrifice some requirements due to time and resources, but we now have a clear path for the next phase of the project.
The insights gained from iterative learning and customer feedback were incredibly valuable, and I’m pleased that the solution I proposed was well-received by both stakeholders and the end users.