My Role
As team lead and UX designer, I shaped the overall vision and experience. I facilitated brainstorming sessions, defined user journeys, created wireframes and interactive prototypes, and presented the final concept to leadership. My focus was on showing how AI could enhance coaching in a human-centered, transparent way—supporting agents rather than evaluating them.
Why This Project Mattered
Call center agents operate under constant pressure—balancing empathy, efficiency, and customer satisfaction in real time. Traditional coaching methods often rely on delayed, manual reviews that fail to capture the nuance of live interactions.
This project showed how AI could close that gap, delivering instant, contextual feedback after each call. By transforming static coaching into a continuous, data-driven experience, it empowered agents to improve at their own pace while reinforcing positive behaviors in the moment.
Beyond performance metrics, the concept also boosted team morale—turning feedback from something evaluative into something supportive. It demonstrated a future where AI doesn’t replace the human connection in customer service, but helps strengthen it.