2024
Mynd
Strategy, Visuals, Interaction, Service
Sr. Staff Product Designer
We empowered our Support Agents with 4 AI tools to help them deal with a high volume of tickets after Mynd's hiper-growth. Ticket Reply generates a response to the last message or improves writing, corrects grammar and adjusts tone before replying. Case Synopsis summarizes the communication within a case between residents, managers, owners, or vendors. Our handoff system helps Support Agents jump into a conversation when one of our GenAI assistants can’t handle a customer's needs.
In the last few years, Mynd has experienced hyper-growth and has had difficulty guaranteeing good, scalable customer support. Working with the Resident Experience team, we learned that the Resident Support Agents (RSA) felt overloaded and without the hiring budget. They were spending most of their time in ticket management while still dealing with other tasks. The larger number of the tickets revolved around only a few topics, and nearly 50% shouldn't even become new tickets. We also learned there was a direct correlation between the number of messages and the time to close.
To save time answering simple questions, we developed Ticket Reply, which generates a response to the last message or improves writing, corrects grammar and adjusts tone before replying. To provide quick context on a long thread, we developed a Case Synopsis that summarizes the communication within a case between residents, managers, owners, or vendors. Lastly, we created a handoff system to help Support Agents jump into a conversation when one of our GenAI assistants couldn’t handle a customer's needs.
76% Adoption | ⭣10% Time to close a ticket | ⭣ 32% Time to reply
The write-up of this case study is still in progress.
But I'd love to prepare a deck to tell this story on a quick call.
