Design For Agents

Expedia Group (EG) has developed the Travel Platform to power global travel for everyone, everywhere. As part of this, we have built EG’s Conversation Platform, which automates the most complicated travel journeys and intelligently connects travelers, suppliers, partners, and customer service agents.

My work area related to customer service agents is mainly divided into two parts: virtual assistant experience design for agents, and re-envisioning the future complex agent CRM tool.

To increase agent productivity and reduce contact handle time, the agent can be guided by the Next Best Action recommendations of the Virtual Agent.

Check out the chat-based Flight Change agent experience I have designed to make their life easier using NLU.

Launch: Dec 2019

Type: Conversation Design, Interaction Design

Agents with the right tools can accurately handle more interactions in less time.

The right CRM tools not only allow agents to keep up with your current volume and SLAs, but they enable them to do more for customers, with less effort.

I am currently working on re-envisioning the future CRM tool with intelligent omnichannel routing, custom integrations, and A.I.. The goal is to give our agents at Expedia resources, customer data, and simplicity to amplify their impact. Also, for travelers, this means shorter wait times, higher first call resolution, and personalized service.

More to come…