Work in Progress!
Since this is an ongoing work, I am not at liberty to share specific details of the project. However, this page provides a general overview of what's it's about and my contributions towards it.
Overview
AI is rapidly transforming B2B customer support, driving efficiency and enhancing customer satisfaction. From preventative support to agentic support, leveraging AI enables businesses to deliver tailored, real-time solutions while streamlining operations and empowering support teams to handle complex challenges effectively.
The AIT team - Artificial Intelligence Technologies, is part of the Customer Services & Delivery Board Area at SAP. The main focus of AIT is to build AI services for support at SAP. There are three pillars to this vision:
1. Self-Service:
Proactively reduce the number of incidents reaching SAP (e.g., by helping customers discover solutions on their own).
2. Improve Support Quality:
Improve the quality of support. For example, by pre-emptively detecting outages and issues in the cloud.
3. Intuitive UX:
Provide an intuitive and natural User Experience for SAP's customers and support colleagues.
Support Channels at SAP:
Various support channels exist within the SAP ecosystem, used by SAP customers and internal support colleagues.
With multiple AI services integrated across different support channels, there comes a need to design an optimal user experience geared towards efficiency and also harmonize such experiences across those channels for consistency.
Role:
As the sole UX Designer in the team, I focus on designing the AI-powered support experiences across different support channels. This involves collaborating with Product Owners, Stakeholders from support, Data engineers & scientists within my team and designers from product support like SAP for Me Get Support.
Majority of the UX activities involve:
1. Understanding user needs and business goals
2. Understanding support workflows across different channels
3. Knowledge of UX patterns for AI
4. Understanding the capabilities and limitations of LLMs
5. Concept exploration and design reviews
6. High-fidelity mockups and prototyping
7. Authoring UX Guidelines for customers on how to integrate AI Services
Current Projects:
1. Prompt Marketplace
2. Answer Generation
3. Solution Recommendations
and more
Sneak Peak:
Since this is an ongoing work with different stages of integration, not a lot can be shared at the moment. In the meantime, here's a sneak peek of the AI scenarios in Support.
