Reimagining Telecom Customer Service Journeys

This project explores how to improve the transition between AI chatbots and human agents in telecom customer support, creating a more seamless and less frustrating user experience.

Role

UX Designer, UX Researcher

Duration

8 Weeks

This is a conceptual project and is not affiliated with Xfinity. All work is speculative and created for educational purposes.

This project explores how to improve customer support in telecom services—focusing on the critical transition between AI chatbots and human agents. Using Xfinity as a case context, our team identified key pain points in the current support journey and designed a more seamless, transparent experience.

Telecom services function as an essential utility for work, education, healthcare, and safety. As providers increasingly rely on automation, gaps between AI systems and human support often leave customers stuck in frustrating bot loops, unable to access the help they need.

Based on the current gaps, our team designed two key features: a real-time case timeline and AI handoff summaries. The timeline shows the full history of the issue so both the user and agent stay on the same page, while the AI summaries pass important information to the human agent during the handoff. Together, these features make the support experience smoother, clearer, and less frustrating within the Xfinity experience.

a black cellphone with a white letter on it

This project explores how to improve telecom customer support by addressing breakdowns between AI chatbots and human agents. Using Xfinity as a case context, I identified key pain points such as repetitive interactions and lack of continuity, and designed solutions like real-time case timelines and AI handoff summaries to create a more seamless and efficient support experience.