2024
Mynd
Strategy, Visuals, Interaction, Branding
Sr. Staff Product Designer
Kyle is an AI agent who lives inside the Resident's app. It helps with questions, lease documents, maintenance requests, and more. It was created to assist Mynd's continued hyper-growth while still providing better and more scalable customer support.
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 at all. We also learned there was a direct correlation between the number of messages and the time to close.
We needed a way to deflect duplicate tickets and answer simple, most common questions without the need to reach out to an RSA. Creating a GenAI agent fulfilled the solution requisites and aligned with the broad company strategy of experimenting with GenAI and making the Resident App the main point of contact. Another part of the solution was redesigning the app to empower and help Residents self-serve information.
74% deflection rate | ⭣ 20% time to close a ticket | ⭣ 33% new ticket
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.
