AI Call Assist
AI note-taking for Lloyds call handlers, designed to cut manual work and speed up every call.
- Role
- Senior Consultant
- Duration
- 6 weeks
- Location
- London
- Product
- AI Call Assist, design discovery
Reduce the average handling time by 50% to improve efficiency and customer satisfaction.
The goal
A million calls a month, typed up by hand
Call handlers take detailed notes in Note Builder, a set of structured templates, then copy and paste them into PEGA, the main system, after every call. Some start in Notepad first, so how notes are taken, and how good they are, varies.
Handled by the contact centre.
The average call length.
Taking and typing up notes.
Where the time goes
Manual note-taking is slow and prone to human error, so data quality is inconsistent. Switching between Note Builder, PEGA and other systems adds time to every call and drags down productivity.
The objective was to streamline note-taking, cut manual steps and make data entry faster and more accurate.
Four steps to understand call handlers
We took a four-step approach in discovery to learn what call handlers need, and used it to shape ideation and the experience design.
From rough wireframes to high fidelity in weeks
The timeline was short, so we moved quickly from rough wireframes to polished high-fidelity designs, through many rounds of refinement.
High-fidelity designs, on brand
In the final week we gave the mid-fidelity wireframes a visual identity that fits the Lloyds brand. With no design system yet, getting the look right for the client mattered.
