Retirement account clients call TIAA's National Call Center for retirement, investment, & account questions or support. Calls are digitally assigned to a TIAA Customer Service Representative in the Call Center based on the client's stated purpose for calling, and their biometric information. A dashboard was created to assist CSRs responding to the call -- it displays all client account data and a wealth of investment & retirement documentation served up by Google AI, based on applicability to the call purpose. Customers may be the account holder or a third party, such as a spouse, Power of Attorney, or a third-party investment professional from another institution designated by the client. Callers must first be authenticated, and then the caller's questions can be answered.
The examples below show the design work & materials created for the redesign of the CSR call dashboard for authentication and handling the call.
PROBLEM STATEMENT
Within the Unified Desktop system's "Call Context" panel
Consultants always start their calls with zero details as to why the client is calling and then the consultant must manually search for those details within an array of systems and navigate to the correct topic in the search results. By displaying call intent and context and relevant information consultants will be better equipped to resolve the request.
Objectives
- Display important information to the Consultant
- What did the Client do in the IVR
- What did the Client do on the Web
- Have they called before about this
- Being able to pick up the transaction regardless of where it was started/ended
- Make links available to transactions
- Guide the Consultant with information as to why the client is calling and additional details that will help with transaction specific guidance
- Integrate Natural Language Processing/Goggle AI into the Consultant experience
- Manage the call from open to close
