Customer Assist
A lightweight, AI-powered contact center built into Webex Control Hub. The design question was where the AI boundary sits and who flips it: any call queue can be elevated to AI-enabled with one toggle, and turned back.
context/
SMBs and smaller departments were stuck between basic call queues (no visibility, no intelligence) and full Webex Contact Center, which was too complex and costly. The opportunity: meet them in the middle, inside the Control Hub they already use.
role/
UX lead, and I owned requirements intake and prioritization for the program: hands-on for the AI work, with teammates shipping additional scope under that priority frame.
what i drove/
- The “elevation” model: admins upgrade any existing call queue to AI-enabled with a single toggle, no separate product or console.
- Call Queue enhancements and Advanced IVR: text-to-speech for announcements, speech-to-text for auto-attendants.
- Persona-aware reporting, so supervisors, admins, and agents each see only what they need.
outcome/
Brought contact-center capability to smaller teams while keeping them in a single admin surface. The elevation pattern removed the provisioning barrier that had kept teams on basic queues.