Updates feed on Agent connect
Role
Lead product designer
At
Meta
With
Content designer, User researcher, Product Ops, Engineer
Overview
Summary
In 2022, we built a space in Agent Connect where agents discover and feedback the changes in tools, KB articles, workflow updates and more. Our design minimized the effort on Ops team, removed manual process of creating updates, and enabled a way for agents to provide feedback. We allowed users to have more control over overflowing updates, resolved to have short, concise and easy to search updates.
Users
8000+ customer support agents around the globe.
Platform
Web based Saas
Key areas
Research, redesign, prototyping
“The Agent Connect Updates Feed has been on Knowledge Management’s wishlist for years. The current communication strategy is decentralized and requires significant effort for the agents to locate and understand updates. With this tool, the KM team can now also drive effective agent communication; improving feature adoption, adherence to processes and retention of knowledge.”
- Workforce Management
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