In 2017, Telstra’s contact centres were receiving approximately 50 million calls per year.
Problem statement
How might we provide our customers with fast, relevant and cost effective support?
A 2017 survey by research firm Gartner predicted that 25% of all customer service operations would use virtual customer assistants by 2020.
Organisations were also reporting a reduction of up to 70% in call, chat and/or email inquiries after implementing a Virtual Chat Assistant (VCA). Companies were seeing increased customer satisfaction and a 33% saving per voice engagement.
The idea
Partner with IBM to create a simple routing virtual assistant using artifical intelligence and automation algorithms to understand, reason and respond to customer problems – just like a human would.
The results
In the first 4 months, Codi dealt with over 300,000 customer inquires.
The introduction of Codi supported a big shift of agent interactions, with Telstra's customers increasingly choosing to interact with digital and self-service tools.
Impacts:
13% reduction of inbound call volumes
24% rise in users of active users of Telstra's 24x7 app
Estimated savings of up to AUD $10 million
The project
Codi was Telstra’s first piece of AI technology, a routing bot developed to understand a customer’s need and direct them to a live chat agent, initially launched in October 2017.
As part of the digital design team, I worked on the design of Codi in partnership with IBM's Watson and LivePerson technology. As Senior UI Designer, I was involved in conducting user research, testing concepts, sketching, ideation, designing the visual identity and tone of voice, as well as designing the UI of the chat and messaging interfaces.
Deliverables
Codi’s Avatar
Website Banner Assets
Livechat UI
Launch Email Template
Usability Testing Support
Data sources