PRD Link : https://docs.google.com/document/d/1dj3XCRJ8dk7wj-U3cqtAlNwiTPm13v--/edit?usp=sharing&ouid=100780296352102589763&rtpof=true&sd=true

- Project Summary

The goal is to revamp the AiSensy Live Chat Dashboard to enhance the efficiency and effectiveness of managing live chats, primarily restructuring the Active, Intervened, and Requesting sections. This includes introducing new features to improve agent productivity and customer satisfaction, addressing current blockers faced by agents.

- Goal

- Improve the efficiency and accuracy of customer query resolution.

- Enhance agent performance tracking and motivation.

- Streamline the prioritization and management of customer queries.

- Solution Shortlisted / Finalized

1. Remove Active Section:

   - This feature simplifies the user interface by removing the less-utilized Active section, thereby reducing clutter and helping agents focus on more relevant sections.

2. Customer Waiting Time:

   - Displays the waiting time alongside the chat header with urgency cues. This helps agents prioritize responses to customers who have been waiting longer, thereby improving response times and customer satisfaction.

3. Chat Summary:

   - Provides quick AI-generated summaries of previous interactions. This feature allows agents to quickly understand the context of ongoing chats without having to read through the entire chat history, saving time and improving efficiency.

4. Predictive AI Reply:

   - Suggests responses based on historical data and common queries. This feature leverages machine learning to assist agents in responding more quickly and accurately, improving response times and consistency.

5. Agent Performance Metrics:

   - Integrates performance dashboards that display key metrics such as average response time, resolution rate, and customer satisfaction scores. This helps agents and managers track performance and identify areas for improvement.

6. Gamification:

   - Introduces points and badges based on agent performance. Features include a points counter, badge icons next to agent profiles, detailed views for achievements, and a leaderboard showing top performers. This system is designed to motivate and engage agents by recognizing their efforts and achievements.

7. Intent Score of the Customer:

   - Displays an intent score for each customer query, helping agents prioritize which queries to address first based on the perceived urgency and importance. This feature uses AI to assess the intent behind customer messages, ensuring that high-priority issues are handled promptly.