Product Design and User Experience
Product Design and User Experience
Can anyone make a functional contact center within 10 minutes? That was our goal.
This browser-based IDE allowed users to edit pre-made call handling flows from popular templates developed in-house by our team of conversation designers or create new ones based on specific customer needs.
Each node in the flow, when clicked, opens a panel that allows for configuration. In this view, users are able to set parameters for a new Grace agent.
A playbook is a set of instructions for handling customer requests and answering questions specific to the business.
One approach is to configure a Grace agent to be broader, covering main business functions, while handing off to more specific Grace agents finely tuned for nuanced inquiries.
After a Playbook is created you can interact with a Grace agent and immediately start coaching it. This view shows how to correct for speech-to-text errors and correcting LLM outputs.
Many Grace agents can be set up to loop between themselves, ensuring the caller is handed off to the Grace agent best suited for their needs.
This concept showed how Gridspace Flow worked with a preset Grace agent in a walkthrough experience. The goal was for the user to customize a few parameters and easily tailor a template for their needs after creating an account.