Knowledge 1
Knowledge 1
Knowledge 1 is a web app for call center agents in South Africa. When travelers with our insurance run into trouble, agents use this app to find answers and help them quickly—like a superpower guide for support teams
Knowledge 1 is a web app for call center agents in South Africa. When travelers with our insurance run into trouble, agents use this app to find answers and help them quickly—like a superpower guide for support teams
Client
Client
Santam - South africa
Santam - South africa
Year
Year
2024
2024
Category
Category
Web App
Web App
Requirement
Requirement
The client needed an app to help call center agents assist travelers quickly. For example, if a traveler loses something at the airport and calls support, the agent should be able to find answers instantly or raise the issue/claim in the system if it isn’t already recorded.
The client needed an app to help call center agents assist travelers quickly. For example, if a traveler loses something at the airport and calls support, the agent should be able to find answers instantly or raise the issue/claim in the system if it isn’t already recorded.
Requirement
The client needed an app to help call center agents assist travelers quickly. For example, if a traveler loses something at the airport and calls support, the agent should be able to find answers instantly or raise the issue/claim in the system if it isn’t already recorded.
Research
Research
Based on this requirement, we interviewed internal call center agents. They shared that when a product issue occurs, it’s often unclear who to assign it to, and finding the right product in the database takes time. So they needed a faster way to search products and route issues to the right team.
Based on this requirement, we interviewed internal call center agents. They shared that when a product issue occurs, it’s often unclear who to assign it to, and finding the right product in the database takes time. So they needed a faster way to search products and route issues to the right team.
Research
Based on this requirement, we interviewed internal call center agents. They shared that when a product issue occurs, it’s often unclear who to assign it to, and finding the right product in the database takes time. So they needed a faster way to search products and route issues to the right team.
Design
Design
Based on this, we designed the app to auto-detect the caller using their phone number, showing their policy details and status instantly. To help agents respond faster, we added FAQ, a Knowledge Bank, and a feature called Sam AI—so they can quickly find the right answers to customer questions.
Based on this, we designed the app to auto-detect the caller using their phone number, showing their policy details and status instantly. To help agents respond faster, we added FAQ, a Knowledge Bank, and a feature called Sam AI—so they can quickly find the right answers to customer questions.
Design
Based on this, we designed the app to auto-detect the caller using their phone number, showing their policy details and status instantly. To help agents respond faster, we added FAQ, a Knowledge Bank, and a feature called Sam AI—so they can quickly find the right answers to customer questions.
Concept
Concept
The final solution includes a personal dashboard for agents and a Kanban board to track calls across Active, In Progress, Resolved, and Reopened stages. When a new call comes in, the system detects the caller via phone number or allows agents to enter it manually to fetch policy details. Agents can then answer queries, resolve issues, or suggest product upgrades using tools like FAQ, Knowledge Bank, and Sam AI. In the end, both clients and call center agents were happy with the faster, smarter workflow.
The final solution includes a personal dashboard for agents and a Kanban board to track calls across Active, In Progress, Resolved, and Reopened stages. When a new call comes in, the system detects the caller via phone number or allows agents to enter it manually to fetch policy details. Agents can then answer queries, resolve issues, or suggest product upgrades using tools like FAQ, Knowledge Bank, and Sam AI. In the end, both clients and call center agents were happy with the faster, smarter workflow.
Concept
The final solution includes a personal dashboard for agents and a Kanban board to track calls across Active, In Progress, Resolved, and Reopened stages. When a new call comes in, the system detects the caller via phone number or allows agents to enter it manually to fetch policy details. Agents can then answer queries, resolve issues, or suggest product upgrades using tools like FAQ, Knowledge Bank, and Sam AI. In the end, both clients and call center agents were happy with the faster, smarter workflow.
More Works More Works
More Works More Works
©2024 Abhimanyu design
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©2024 Abhimanyu design
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