35% fewer tickets. 65% resolved without a human.
We redesigned Exxat Prism's support experience with a human-centered, AI-powered approach: reducing ticket load, enhancing user satisfaction, and future-proofing support operations.
Result
35% fewer Level 1 tickets · 65% resolved by Ask Leo · +18pt CSAT
Challenge
The app had a cluttered interface, making it difficult for users to navigate and find essential features. Users were facing issues with the ticket submission, which was affecting new user adoption rates. The app lacked personalization and customization options, making it less engaging and user-friendly.
Context
Why the Existing Support Model Wasn't Scalable
Content
- Users relied on scattered support channels: email, chat, and offline help.
- Support teams were overwhelmed with repetitive queries.
- Users lacked self-service tools, and knowledge resources were underutilized.
Results
35%
of reduction in Level 1 ticket volume within 60 days
65%
of common queries resolved by Ask Leo without human escalation
+18pt
improvement in Customer Satisfaction Score (CSAT)
Faster
triage and resolution due to automated ticket tagging and metadata
My Approach
Designing for Intelligent, Scalable Support
User Journey Mapping
Identified key pain points in the user support journey for all personas: students, admins, and support agents.
Service Blueprinting
Mapped internal support processes, tools (like Zendesk), and agent workflows to uncover inefficiencies.
Introducing Leo – The AI Assistant
Co-designed a conversational support bot trained to handle FAQs, trigger contextual actions (like password resets), and offer smart guidance.
Unified Multi-Channel Support
Brought email, chat, and help-center channels into a cohesive support experience for users and agents.
Continuous Feedback Loops
Embedded lightweight surveys and feedback prompts post-interaction to monitor satisfaction and inform iterations.
Key Screens & UX Artifacts
Conversation Flow
Designed Ask Leo's dialogue model to handle common queries with empathy and efficiency.
Help Center Revamp
Improved IA and search experience on the Zendesk-powered Help Center.
Feedback Modal
Created a simple, non-intrusive CSAT survey triggered after support interactions.
Support Dashboard
Optimized agent tools with contextual ticket data, reducing back-and-forth time.
Leading the Change
01
Championed Scalable Service Design
Led design thinking across product and support teams, aligning vision and execution to create cohesive, scalable service experiences.
02
Facilitated Cross-Functional Collaboration
Ran workshops and stakeholder interviews to uncover pain points, build empathy, and drive alignment across design, engineering, and support.
03
Defined AI-Driven Interaction Patterns
Created clear, user-friendly flows for AI-powered support features, ensuring seamless handoff between automation and human support.
04
Balanced Automation with Empathy
Maintained a human-centered lens while scaling AI support, prioritizing tone, trust, and timing in automated interactions.