{"id":1849,"date":"2024-11-28T18:00:36","date_gmt":"2024-11-28T18:00:36","guid":{"rendered":"https:\/\/wanchamehtadesign.in\/?page_id=1849"},"modified":"2025-06-18T06:49:55","modified_gmt":"2025-06-18T06:49:55","slug":"ai-powered-call-center-agent-assistant","status":"publish","type":"page","link":"https:\/\/wanchamehtadesign.in\/?page_id=1849","title":{"rendered":"AI-Powered Call Center Agent Assistant"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1849\" class=\"elementor elementor-1849\" data-elementor-settings=\"[]\">\n\t\t\t\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-32dfaec elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"32dfaec\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1ca5300\" data-id=\"1ca5300\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b6f89d9 elementor-widget elementor-widget-image\" data-id=\"b6f89d9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/3871893-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/3871893-150x150.jpg 150w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/3871893-300x300.jpg 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/3871893-1024x1024.jpg 1024w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/3871893-768x768.jpg 768w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/3871893-1536x1536.jpg 1536w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/3871893.jpg 2000w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2eb8f9 elementor-widget elementor-widget-text-editor\" data-id=\"e2eb8f9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"\" data-start=\"444\" data-end=\"507\">It started with a frustrated sigh on the other end of the line.<\/p><p class=\"\" data-start=\"509\" data-end=\"755\">The customer had called three times this week. The agent \u2014 let\u2019s call her <strong data-start=\"583\" data-end=\"592\">Priya<\/strong> \u2014 was trying her best. She toggled through four different systems, trying to find past interactions. The silence was stretching. The customer was losing patience.<\/p><p class=\"\" data-start=\"757\" data-end=\"806\">That\u2019s when we knew: <strong data-start=\"778\" data-end=\"805\">something had to change<\/strong>.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8fbf14b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8fbf14b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e427798\" data-id=\"e427798\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e1fb999 elementor-widget elementor-widget-heading\" data-id=\"e1fb999\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Mission<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7559fa elementor-widget elementor-widget-image\" data-id=\"b7559fa\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20944999-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" loading=\"lazy\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-906c23f elementor-widget elementor-widget-text-editor\" data-id=\"906c23f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"\" data-start=\"844\" data-end=\"1023\">Our team at Infosys \u2014 the Cortex team \u2014 was tasked with a bold goal:<br data-start=\"912\" data-end=\"915\" \/><strong data-start=\"915\" data-end=\"1023\">Design a platform that empowers call center agents like Priya to work smarter, faster, and with empathy.<\/strong><\/p><p class=\"\" data-start=\"1025\" data-end=\"1265\">We didn\u2019t just want to create another tool. We wanted to build a <strong data-start=\"1090\" data-end=\"1102\">co-pilot<\/strong> \u2014 something that could understand the agent\u2019s needs in real time, surface the right information, and even <strong data-start=\"1209\" data-end=\"1238\">sense the customer\u2019s mood<\/strong> to guide the conversation.<\/p><p class=\"\" data-start=\"1267\" data-end=\"1336\">But before we could design anything, we had to understand everything.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-97c901c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"97c901c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4e9c6a9\" data-id=\"4e9c6a9\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2e6c217 elementor-widget elementor-widget-heading\" data-id=\"2e6c217\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Into the Call Centers<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b76db4 elementor-widget elementor-widget-text-editor\" data-id=\"7b76db4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"\" data-start=\"1384\" data-end=\"1422\">We began by stepping into their world.<\/p><ul data-start=\"1424\" data-end=\"1883\"><li class=\"\" data-start=\"1424\" data-end=\"1555\"><p class=\"\" data-start=\"1426\" data-end=\"1555\"><strong data-start=\"1426\" data-end=\"1442\">We listened.<\/strong> We sat beside agents during live calls \u2014 watching them scramble for data while trying to stay calm and composed.<\/p><\/li><li class=\"\" data-start=\"1556\" data-end=\"1674\"><p class=\"\" data-start=\"1558\" data-end=\"1674\"><strong data-start=\"1558\" data-end=\"1571\">We asked.<\/strong> We interviewed over 20 stakeholders \u2014 agents, supervisors, trainers \u2014 to understand their pain points.<\/p><\/li><li class=\"\" data-start=\"1675\" data-end=\"1797\"><p class=\"\" data-start=\"1677\" data-end=\"1797\"><strong data-start=\"1677\" data-end=\"1693\">We observed.<\/strong> From seasoned agents to rookies, we saw how people adapted to broken systems and built their own hacks.<\/p><\/li><li class=\"\" data-start=\"1798\" data-end=\"1883\"><p class=\"\" data-start=\"1800\" data-end=\"1883\"><strong data-start=\"1800\" data-end=\"1816\">We surveyed.<\/strong> 100+ responses gave us a broader view of patterns and bottlenecks.<\/p><\/li><\/ul><p class=\"\" data-start=\"1885\" data-end=\"1920\">And we started seeing a story form.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-562428c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"562428c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-738470b\" data-id=\"738470b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f4775c7 elementor-widget elementor-widget-heading\" data-id=\"f4775c7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Aha Moments<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27cc560 elementor-widget elementor-widget-image\" data-id=\"27cc560\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/idea_01-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/idea_01-150x150.jpg 150w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/idea_01-300x300.jpg 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/idea_01-1024x1024.jpg 1024w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/idea_01-768x768.jpg 768w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/idea_01-1536x1536.jpg 1536w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/idea_01-2048x2048.jpg 2048w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97dbff6 elementor-widget elementor-widget-text-editor\" data-id=\"97dbff6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"\" data-start=\"1962\" data-end=\"1987\">Here\u2019s what we uncovered:<\/p>\n<h4 class=\"\" data-start=\"1989\" data-end=\"2036\">Fragmented Information = Delayed Help<\/h4>\n<p class=\"\" data-start=\"2037\" data-end=\"2184\">Agents were wasting valuable seconds switching between CRM, call logs, and product systems. Customers felt it as silence. Agents felt it as stress.<\/p>\n<h4 class=\"\" data-start=\"2186\" data-end=\"2217\">Emotional Blind Spots<\/h4>\n<p class=\"\" data-start=\"2218\" data-end=\"2398\">Agents told us: \u201cSometimes I can tell a customer is angry, but other times I can\u2019t read the tone until it\u2019s too late.\u201d They needed something to <strong data-start=\"2362\" data-end=\"2388\">read between the lines<\/strong> for them.<\/p>\n<h4 class=\"\" data-start=\"2400\" data-end=\"2430\">Time Pressure Is Real<\/h4>\n<p class=\"\" data-start=\"2431\" data-end=\"2564\">KPIs like AHT (Average Handling Time) created constant tension. \u201cWe\u2019re supposed to be fast, but also empathetic \u2014 how do we do both?\u201d<\/p>\n<h4 class=\"\" data-start=\"2566\" data-end=\"2605\">Real-time Support = Confidence<\/h4>\n<p class=\"\" data-start=\"2606\" data-end=\"2801\">Early tests with a prototype that <strong data-start=\"2640\" data-end=\"2667\">nudged emotional states<\/strong> (like \u201cCustomer seems frustrated\u201d) made agents feel <strong data-start=\"2720\" data-end=\"2737\">more prepared<\/strong>. One even said, \u201cIt\u2019s like having a smart teammate next to me.\u201d<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b9b4d6b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b9b4d6b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a1950b1\" data-id=\"a1950b1\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4e62ba9 elementor-widget elementor-widget-heading\" data-id=\"4e62ba9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Meet the People<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9cd5321 elementor-widget elementor-widget-image\" data-id=\"9cd5321\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/9608798-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" loading=\"lazy\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aaaec96 elementor-widget elementor-widget-text-editor\" data-id=\"aaaec96\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"\" data-start=\"2846\" data-end=\"2916\">We created personas to keep these stories alive in our design process:<\/p><h4 class=\"\" data-start=\"2918\" data-end=\"2957\"><strong data-start=\"2923\" data-end=\"2957\">Priya \u2013 The Multitasking Agent<\/strong><\/h4><ul data-start=\"3124\" data-end=\"3264\"><li class=\"\" data-start=\"2958\" data-end=\"2985\"><p class=\"\" data-start=\"2960\" data-end=\"2985\">Handles 50+ calls daily<\/p><\/li><li class=\"\" data-start=\"2986\" data-end=\"3044\"><p class=\"\" data-start=\"2988\" data-end=\"3044\">Fast with tools, but overwhelmed by disjointed systems<\/p><\/li><li class=\"\" data-start=\"3045\" data-end=\"3091\"><p class=\"\" data-start=\"3047\" data-end=\"3091\">Wants emotional clarity to avoid escalations<\/p><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5239ecc elementor-widget elementor-widget-image\" data-id=\"5239ecc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"513\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/Priya-persona-1-1024x821.png\" class=\"attachment-large size-large\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/Priya-persona-1-1024x821.png 1024w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/Priya-persona-1-300x240.png 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/Priya-persona-1-768x616.png 768w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/Priya-persona-1-1536x1231.png 1536w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/Priya-persona-1.png 1829w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05cf6c5 elementor-widget elementor-widget-text-editor\" data-id=\"05cf6c5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h4 class=\"\" style=\"font-family: Lato, sans-serif; font-style: normal; margin-top: 36px;\" data-start=\"3093\" data-end=\"3123\"><span style=\"font-size: 20px; font-weight: bold;\" data-start=\"3098\" data-end=\"3123\">Anita \u2013 The Team Lead<\/span><\/h4><ul style=\"font-family: Lato, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\" data-start=\"3124\" data-end=\"3264\"><li class=\"\" style=\"font-size: 16px;\" data-start=\"3124\" data-end=\"3145\"><p class=\"\" style=\"font-size: 16px;\" data-start=\"3126\" data-end=\"3145\">Coaches 10 agents<\/p><\/li><li class=\"\" style=\"font-size: 16px;\" data-start=\"3146\" data-end=\"3210\"><p class=\"\" style=\"font-size: 16px;\" data-start=\"3148\" data-end=\"3210\">Needs performance visibility and ways to reduce repeat calls<\/p><\/li><li class=\"\" style=\"font-size: 16px;\" data-start=\"3211\" data-end=\"3264\"><p class=\"\" style=\"font-size: 16px;\" data-start=\"3213\" data-end=\"3264\">Wants tools that help her team, not just track them<\/p><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9f5c20 elementor-widget elementor-widget-image\" data-id=\"b9f5c20\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"513\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/persona-anita-1024x821.png\" class=\"attachment-large size-large\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/persona-anita-1024x821.png 1024w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/persona-anita-300x240.png 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/persona-anita-768x616.png 768w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/persona-anita-1536x1231.png 1536w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/persona-anita.png 1829w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5fb180a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5fb180a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-14dcc9c\" data-id=\"14dcc9c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6a3872e elementor-widget elementor-widget-heading\" data-id=\"6a3872e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Designing with Purpose<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-353a4b2 elementor-widget elementor-widget-image\" data-id=\"353a4b2\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20943892-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20943892-150x150.jpg 150w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20943892-300x300.jpg 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20943892-1024x1024.jpg 1024w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20943892-768x768.jpg 768w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20943892-1536x1536.jpg 1536w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/20943892-2048x2048.jpg 2048w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ee8832 elementor-widget elementor-widget-text-editor\" data-id=\"3ee8832\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-family: Lato, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">Our research led to key design decisions:<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-603fbe5 elementor-widget elementor-widget-text-editor\" data-id=\"603fbe5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul data-start=\"3356\" data-end=\"3714\"><li class=\"\" data-start=\"3356\" data-end=\"3462\"><p class=\"\" data-start=\"3358\" data-end=\"3462\"><strong data-start=\"3358\" data-end=\"3379\">Unified Information<\/strong>: Everything in one place \u2014 customer history, previous tickets, and emotional cues.<\/p><\/li><li class=\"\" data-start=\"3463\" data-end=\"3543\"><p class=\"\" data-start=\"3465\" data-end=\"3543\"><strong data-start=\"3465\" data-end=\"3485\">Real-Time Nudges<\/strong>: AI-driven hints to surface tone, sentiment, and urgency.<\/p><\/li><li class=\"\" data-start=\"3544\" data-end=\"3633\"><p class=\"\" data-start=\"3546\" data-end=\"3633\"><strong data-start=\"3546\" data-end=\"3568\">Call Summary Cards<\/strong>: Auto-generated summaries help agents prep before the call ends.<\/p><\/li><li class=\"\" data-start=\"3634\" data-end=\"3714\"><p class=\"\" data-start=\"3636\" data-end=\"3714\"><strong data-start=\"3636\" data-end=\"3658\">Post-Call Insights<\/strong>: Feedback loops to improve agent performance over time.<\/p><\/li><li class=\"\" data-start=\"3634\" data-end=\"3714\"><p class=\"\" data-start=\"3636\" data-end=\"3714\"><b>Supervisor Dashboard<\/b>: To get all the information of the agents and what they are working on.<\/p><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-74ccc3c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"74ccc3c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9d45723\" data-id=\"9d45723\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-57f839e elementor-widget elementor-widget-heading\" data-id=\"57f839e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What We Learned<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed88b6e elementor-widget elementor-widget-image\" data-id=\"ed88b6e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/5064484-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/5064484-150x150.jpg 150w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/5064484-300x300.jpg 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/5064484-1024x1024.jpg 1024w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/5064484-768x768.jpg 768w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/5064484-1536x1536.jpg 1536w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/5064484.jpg 2000w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72cc2b3 elementor-widget elementor-widget-text-editor\" data-id=\"72cc2b3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"\" data-start=\"3756\" data-end=\"3921\">Designing for call centers isn\u2019t just about speed.<br data-start=\"3806\" data-end=\"3809\" \/>It\u2019s about <strong data-start=\"3820\" data-end=\"3846\">understanding pressure<\/strong>, <strong data-start=\"3848\" data-end=\"3870\">supporting emotion<\/strong>, and <strong data-start=\"3876\" data-end=\"3894\">building trust<\/strong> between human and machine.<\/p><p class=\"\" data-start=\"3923\" data-end=\"4065\">Our research reminded us: <strong data-start=\"3949\" data-end=\"4000\">the agent experience is the customer experience<\/strong>.<br data-start=\"4001\" data-end=\"4004\" \/>If we empower Priya, we empower every customer she speaks to.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-cac9f39 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"cac9f39\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-34b99b7\" data-id=\"34b99b7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d192aa5 elementor-widget elementor-widget-text-editor\" data-id=\"d192aa5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p class=\"\" data-start=\"4089\" data-end=\"4191\">Cortex was never just a product.<br data-start=\"4121\" data-end=\"4124\" \/>It was a response \u2014 to the sighs, the silences, the missed moments.<\/p><p class=\"\" data-start=\"4193\" data-end=\"4227\">And it all started with listening.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-573842d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"573842d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e0d0bb4\" data-id=\"e0d0bb4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-444b91e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"444b91e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-9bed80f\" data-id=\"9bed80f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-07387e8 elementor-widget elementor-widget-button\" data-id=\"07387e8\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a href=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/Cortex_User_Research_Report_Wancha_Mehta-1.docx\" target=\"_blank\" class=\"elementor-button-link elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Download Research Document<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-de8614f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"de8614f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-62b76fb\" data-id=\"62b76fb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bc93460 elementor-widget elementor-widget-image\" data-id=\"bc93460\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"427\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2024\/11\/Group-327-1.png\" class=\"attachment-large size-large\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2024\/11\/Group-327-1.png 964w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2024\/11\/Group-327-1-300x200.png 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2024\/11\/Group-327-1-768x512.png 768w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-89ae476 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"89ae476\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e3cd9d8\" data-id=\"e3cd9d8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1efd24e elementor-widget elementor-widget-image\" data-id=\"1efd24e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"2741\" height=\"1080\" src=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/AgentDesktop_v2_Jan04-2.png\" class=\"attachment-full size-full\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/AgentDesktop_v2_Jan04-2.png 2741w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/AgentDesktop_v2_Jan04-2-300x118.png 300w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/AgentDesktop_v2_Jan04-2-1024x403.png 1024w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/AgentDesktop_v2_Jan04-2-768x303.png 768w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/AgentDesktop_v2_Jan04-2-1536x605.png 1536w, https:\/\/wanchamehtadesign.in\/wp-content\/uploads\/2025\/05\/AgentDesktop_v2_Jan04-2-2048x807.png 2048w\" sizes=\"100vw\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-add8407 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"add8407\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a200cc1\" data-id=\"a200cc1\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ad031d4 elementor-widget elementor-widget-heading\" data-id=\"ad031d4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Impact &amp; Differentiation<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9420097 elementor-widget elementor-widget-text-editor\" data-id=\"9420097\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3 data-start=\"3756\" data-end=\"3921\"><strong>Impact<\/strong><\/h3><ul data-start=\"299\" data-end=\"1350\"><li data-start=\"299\" data-end=\"499\"><p data-start=\"301\" data-end=\"499\"><strong data-start=\"301\" data-end=\"327\">Reduced Cognitive Load<\/strong>: By unifying scattered data into a single interface, Cortex helped reduce the number of system switches per call, significantly decreasing agent fatigue and response time.<\/p><\/li><li data-start=\"503\" data-end=\"730\"><p data-start=\"505\" data-end=\"730\"><strong data-start=\"505\" data-end=\"533\">Improved Call Efficiency<\/strong>: With auto-generated call summaries and AI-powered sentiment cues, agents could handle calls more confidently, leading to <strong data-start=\"656\" data-end=\"690\">shorter average handling times<\/strong> and better first-call resolution rates.<\/p><\/li><li data-start=\"732\" data-end=\"966\"><p data-start=\"734\" data-end=\"966\"><strong data-start=\"734\" data-end=\"763\">Stronger Agent Confidence<\/strong>: Real-time emotional nudges empowered agents like Priya to adapt their tone mid-call. Agents reported feeling more <strong data-start=\"879\" data-end=\"919\">in control and emotionally supported<\/strong>, particularly during high-stress interactions.<\/p><\/li><li data-start=\"968\" data-end=\"1163\"><p data-start=\"970\" data-end=\"1163\"><strong data-start=\"970\" data-end=\"994\">Better Team Insights<\/strong>: Team leads like Anita gained <strong data-start=\"1025\" data-end=\"1062\">visibility into agent performance<\/strong> and sentiment trends, allowing them to offer more personalized coaching and reduce escalation rates.<\/p><\/li><li data-start=\"1165\" data-end=\"1350\"><p data-start=\"1167\" data-end=\"1350\"><strong data-start=\"1167\" data-end=\"1202\">Emotional Intelligence at Scale<\/strong>: Cortex became more than just a support tool \u2014 it acted as a <strong data-start=\"1264\" data-end=\"1298\">real-time emotional translator<\/strong>, helping agents build empathy, not just efficiency.<\/p><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-356daaf elementor-widget elementor-widget-text-editor\" data-id=\"356daaf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3 data-start=\"3756\" data-end=\"3921\">What Makes Cortex Different?<\/h3><ul><li><strong data-start=\"1392\" data-end=\"1416\">Empathy-First Design<\/strong>: While most platforms focus on automation or speed, Cortex focused on <strong data-start=\"1487\" data-end=\"1524\">augmenting emotional intelligence<\/strong> \u2014 helping agents respond not just quickly, but compassionately.<\/li><li data-start=\"1592\" data-end=\"1764\"><strong data-start=\"1592\" data-end=\"1621\">Co-Pilot, Not Just a Tool<\/strong>: Rather than replacing the agent, Cortex was built as a <strong data-start=\"1678\" data-end=\"1700\">real-time teammate<\/strong> \u2014 quietly nudging, informing, and guiding without overwhelming.<\/li><li data-start=\"1768\" data-end=\"1969\"><strong data-start=\"1768\" data-end=\"1795\">Field-Driven Innovation<\/strong>: Every feature was born from <strong data-start=\"1825\" data-end=\"1875\">on-the-ground observation and agent interviews<\/strong> \u2014 not assumptions. This grounded approach made adoption smoother and the tool more intuitive.<\/li><li data-start=\"1973\" data-end=\"2150\"><strong data-start=\"1973\" data-end=\"2015\">Agent Experience = Customer Experience<\/strong>: Unlike tools that center purely on metrics, Cortex aligned with a deeper truth: <strong data-start=\"2097\" data-end=\"2149\">when agents feel supported, customers feel heard<\/strong>.<\/li><li data-start=\"2154\" data-end=\"2374\"><strong data-start=\"2154\" data-end=\"2183\">Integrated Emotional Cues<\/strong>: Most AI tools miss context. Cortex didn\u2019t just analyze sentiment post-call \u2014 it responded <strong data-start=\"2275\" data-end=\"2283\">live<\/strong> with visual cues, urgency tags, and tone shifts, giving agents a sixth sense during calls.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>It started with a frustrated sigh on the other end of the line. The customer had called three times this week. The agent \u2014 let\u2019s call her Priya \u2014 was trying her best. She toggled through four different systems, trying to find past interactions. The silence was stretching. The customer was losing patience. That\u2019s when [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=\/wp\/v2\/pages\/1849"}],"collection":[{"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1849"}],"version-history":[{"count":45,"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=\/wp\/v2\/pages\/1849\/revisions"}],"predecessor-version":[{"id":2174,"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=\/wp\/v2\/pages\/1849\/revisions\/2174"}],"wp:attachment":[{"href":"https:\/\/wanchamehtadesign.in\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1849"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}