AI Project To Reduce Agent Burnout & Boost Customer Satisfaction
AI Project To Reduce Agent Burnout & Boost Customer Satisfaction
I led the design of a real-time sentiment system that helped Freshworks agents prioritize angry customers and breathe easier
I led the design of a real-time sentiment system that helped Freshworks agents prioritize angry customers and breathe easier
I led the design of a real-time sentiment system that helped Freshworks agents prioritize angry customers and breathe easier
role
role
solo product designer
solo product designer
team
team
3 PMS, 2 ENGINEERS
3 PMS, 2 ENGINEERS
impact
impact
↓ 30% resolution time
↑ 20% CSAT
↓ agent stress
↓ 30% resolution time
↑ 20% CSAT
↓ agent stress
Skills
Skills
Skills
User Interview
User Interview
User Interview
Competitor Analysis
Competitor Analysis
Competitor Analysis
Wireframing
Wireframing
Wireframing
A/B Testing
Low-fidelity Wireframes
Low-fidelity Wireframes
Low-fidelity Wireframes
High-Fidelity Prototypes
High-Fidelity Prototypes
High-Fidelity Prototypes
A/B Testing
A/B Testing
tools
tools
tools
Freshworks
Freshworks
I received the craftsmanship award
I received the craftsmanship award
Recognized for UX leadership in CRM product innovation and development
Recognized for UX leadership in CRM product innovation and development
it all started with this feeling
Everyone has experienced bad customer support. Waited 20+ minutes, got transferred multiple times, repeated your issue again and again, felt like the agent just didn’t care
it all started with this feeling
Everyone has experienced bad customer support. Waited 20+ minutes, got transferred multiple times, repeated your issue again and again, felt like the agent just didn’t care
it all started with this feeling
Everyone has experienced bad customer support. Waited 20+ minutes, got transferred multiple times, repeated your issue again and again, felt like the agent just didn’t care
each customer thinks they're the priority. but what about an agent?
each customer thinks they're the priority. but what about an agent?
each customer thinks they're the priority. but what about an agent?
The problem wasn’t just workflow, it was emotional overload
The problem wasn’t just workflow, it was emotional overload
We needed to redesign emotional clarity for agents.
We needed to redesign emotional clarity for agents.
We needed to redesign emotional clarity for agents.
What if we could visualize emotions and bring empathy into the queue?
What if we could visualize emotions and bring empathy into the queue?
What if we could visualize emotions and bring empathy into the queue?
Armed with curiosity (and a lot of coffee), I:
Collaborated closely with engineers, data/ML teams to define visual sentiment logic
Created flows in Figma catering to both "happy path" and edge cases
Prototyped 10+ variations (icons, color, meter, badges)
Ran design discovery with agents + Product managers
Neat & organized 🤓
3 PMs, 2 engineers 🤝
Endless visual QA 😭
Shadowed agents during live support sessions
Interviewed supervisors and new agents
Looked at what competitors were doing 🧐
Armed with curiosity (and a lot of coffee), I:
Ran design discovery with agents + Product managers
Prototyped 10+ variants (icons, color, meter, badges)
Created flows in Figma catering to both "happy path" and edge cases
Collaborated closely with engineers, data/ML teams to define visual sentiment logic
3 PMs, 2 engineers 🤝
Endless visual QA 😭
Shadowed agents during live support sessions
Interviewed supervisors and new agents
Looked at what competitors were doing 🧐
Neat & organized 🤓
Armed with curiosity (and a lot of coffee), I:
Collaborated closely with engineers, data/ML teams to define visual sentiment logic
Created flows in Figma catering to both "happy path" and edge cases
Prototyped 10+ variations (icons, color, meter, badges)
Ran design discovery with agents + Product managers
Neat & organized 🤓
3 PMs, 2 engineers 🤝
Endless visual QA 😭
Shadowed agents during live support sessions
Interviewed supervisors and new agents
Looked at what competitors were doing 🧐
Plot Twists, Feedback Loops, and a Lot of Coffee ☕️
Plot Twists, Feedback Loops, and a Lot of Coffee ☕️
Tested sentiment icons with 10+ agents
A/B tested visual styles for speed of comprehension
Rejected color-only designs for accessibility compliance
Iterated based on confusion points (e.g., sarcasm, double meanings)
Tested sentiment icons with 10+ agents
A/B tested visual styles for speed of comprehension
Rejected color-only designs for accessibility compliance
Iterated based on confusion points (e.g., sarcasm, double meanings)
before
After
After
design highlights
design highlights
design highlights
results that mattered
results that mattered
⏱️ 30% faster ticket resolutions
📈 20% boost in customer satisfaction (CSAT)
🤯 Agents reported reduced overwhelm and task clarity
⏱️ 30% faster ticket resolutions
📈 20% boost in customer satisfaction (CSAT)
🤯 Agents reported reduced overwhelm and task clarity
what i learned
what i learned
I learned how to navigate collaboration with three very different PMs, each with their own vision of success, priorities, and language of problem-solving.
I experienced the importance of getting alignment early across data science, product, and support teams while maintaining user advocacy throughout.
I learned to translate technical AI complexity into a system that agents could understand and trust in seconds.
Most importantly, I learned that simplicity is incredibly hard and worth every round of iteration.
I learned how to navigate collaboration with three very different PMs, each with their own vision of success, priorities, and language of problem-solving.
I experienced the importance of getting alignment early across data science, product, and support teams while maintaining user advocacy throughout.
I learned to translate technical AI complexity into a system that agents could understand and trust in seconds.
Most importantly, I learned that simplicity is incredibly hard and worth every round of iteration.
watch it in action
watch it in action
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