Customer Service Dashboard
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Category:
Agentic Customer Service
Company:
ChatLingual
Duration:
1 Year
Location:
Denver, CO
Date:
May 21, 2024
How does a supervisor see every conversation, in every language?
ChatLingual is a multilingual customer-support chat platform for contact centers. Agents chat with customers in any language, with machine translation inline and automatic language switching. Its customers range from in-house support teams to BPOs and contact centers around the world. I joined as founding designer, reporting to the CPO. Alongside the agent console, the product needed a view for the people above the agents: supervisors, managers, and QA leads who have to see quality and performance across every language at once.
Listening to the people who run the floor
I interviewed contact-center managers, directors, and executives about how they reviewed their teams' work. Reviews happened one transcript at a time, so patterns across languages stayed invisible to them.
I brought Figma clickthroughs into those conversations from the start, which kept feedback concrete and helped win over leadership, sales, engineering, and customers.
From single transcripts to the whole floor
The dashboard turns individual chats into an aggregate view: supervisors review transcripts in bulk across languages, [spot where quality or handle time is slipping, and drill from a trend down to the conversation behind it]. It connects back to the agent tools (the live queue, escalation, and customer history used for routing), so what a supervisor learns can change how work gets targeted. I also set up the design process itself, with planning and shipping cycles matched to Product's.
20%+ lower handle time in three months
Within three months of the targeting tools rolling out, handle time improved by more than 20%. Bottlenecks were cleared, language support was improved, and effective customer service reps returned higher customer satisfaction ratings than ever before.
