Microsoft AI Solution for Customer Support

At Microsoft Research & AI, I sought out a project that leveraged cutting-edge technology, which led me to join an incubation project where I had the opportunity to collaborate daily with top AI scientists.

I took on responsibilities spanning high-level design strategy as well as hands-on, detailed design work. I worked closely with engineers, AI scientists, researchers, and the sales team, and eventually led a team of two designers to bring the platform from concept to launch.

In just a year, we successfully delivered the product to over 10 enterprise customers. It was a challenging and rewarding experience filled with hard work and growth."

Check out how HP transformed their support experience.
Category
AI
Customer support
B2B
Research
0-1
Platform
Company
Microsoft Research & AI
Role
Design Lead
Assignment
0-1, Launch MVP
Project Time
12 months

With this AI platform, organizations can create and deliver rich conversational support solutions across multiple channels and improve support team productivity by using the portal to create intelligent customer-facing virtual assistants that support live agents and conversation management.

Featured screens

Home page

The home (landing) page includes overview bot performance and recent activities. The action cards give users quick access to their top priorities.

Dashboard

Users can check the performance of the virtual agent and find out what needs to be worked on.

Intents

Intent = user's intention/need. Content authors define the intent & triggers here.

Dialogs

Dialogs are used to build and modify the knowledge for virtual agent bot. Content authors create logic trees to solve the requirement in intents. Users can quickly figure out where went wrong based on the note traffic.

Dialogs with note detail open

Answer editor

Content authors can edit it throw Markdown or Json. Template based answer authoring was shipped the next year.

Sessions

Branding & Style guide

The Microsoft Azure design & brand guide was adopted and customized for color, fonts, icons, action components.

2024