Helpshift

Adding powerful features like AI and Analytics in a Customer Service platform

What is Helpshift?

Helpshift is a SaaS company aimed at ridding the world of bad customer service.

Helpshift is a platform that lets (mainly gaming) companies create and maintain a help center and web chat to contact customer support. It’s available on mobile, web and consoles.

What is my role at Helpshift?

Senior UX Designer, AI and Analytics

I lead the design of AI features, Analytics reports, accessibility initiatives, and other design ops. I was also leading two designers as the pod lead, mentoring and supporting them in their projects and design journey.

Here is a list of projects I worked on:

Kantan AI
Virtual AI Agent
Smart Compose
Analytics
Custom Reporting
Accessibility
User Research

Kantan AI: Agent translations

With the acquisition of Kantan AI, Keywords could now offer multilingual agent support to it’s customers.

Agents trained in English could now handle issues in all languages. This meant immense cost savings and better issue resolutions.
This is one of the fastest requested feature in the company and is now a part of the package that comes with Keywords agents.

Kantan AI: FAQ translations

The next phase of Kantan was to use translations on FAQs in Help Centers.

This feature automates the task of individually translating and uploading Help centre FAQs in each language.
Kantan can use the custom engines to create accurate translations with the click of a button, saving a lot of time and money for our customers.

Smart Compose

With the advent of Generative AI, we want to give our agents the power to rephrase their messages to best suit the situation.

Smart Compose is part of the Agent co-pilot suite of features that lets the agent navigate through solving issues along with AI.
We expect this feature to increase the customer satisfaction ( CSAT ) scores and decrease handling time for our customers.

Leading an Accessibility Initiative

Level AA

We were aiming for Level A certification by removing all the accessibility issues.

Learnings

This was the first time managing people and process.
Big learning experience clearing roadblocks along the way.
Helped pave the way for future Design owned initiatives.

30+ Items

The team redesigned and executed for 30+ issues that came up in an accessibility audit.

Analytics

For this project, I was tasked with creating the reports for all the recent features that came out and a template for creating reports which can be released with the feature itself i.e. Advanced Analytics and Day 1 Reports.

Agent User Research

With no information recorded about user behavior, I took it upon myself to lead two research studies with agents we have in-house. The aim of this was to better understand the users and find any potential improvements for the UX team to propose in the future.

Manual work over Automations

It seemed that with all the automations and bots in place, a lot of the work was done manually, specially by the shift leads. Going through some repetitive actions shared by users means there is a need for some IFTTT style automations.

Low adoption of features

The users are very hesitant to try out all the features. There is definitely some work needed to increase trust and confidence in features. Specially “Quick Replies”; once configured, it will save all agents 50% of their response time.

Confusion with colors

On the Issues page, the issues are color coded based on their state. It seems the agents are confused by these colors. The main reason being multiple states are currently denoted by the same color. Additionally, the perception of colors is opposite to the meaning assigned currently.

Multiple platforms used constantly

Since the agent activity is monitored, most companies are asking agents to input their times in a different platform. They are also constantly checking slack to get help from supervisor. I believe both of these requirements can be a part of Helpshift.

Unexpected performance Issues

Some agents gave feedback on performance issues with some bots and automations, but when we looked into them, it looked like they were not setup properly. A project to make these easier to use will benefit all users and increase adoption

Stay tuned to see more updates on this project

That’s all the updates for now. This is an active role; there might me additions in the near future. In the mean time check my other projects or feel free to contact me to know more.

Contact me