User Interface and Experience for Insights
Presenting insights intuitively and actionably is a key user experience consideration for OpenPhone customers to enable timely, data-driven decisions. I propose the concept of Edge Insights, provided through "Just In Time" delivery, that would be presented directly within the user's communication workflow, enhancing their impact.
Live AI Guidance for Agents
Real-time AI suggestions within the call interface, as subtle prompts or panels, so Agents can quickly reference them without disrupting the flow of the interaction.
Enhanced AI Tagging
Prominent display of AI-driven contact and interaction tags, prominently displayed in the interface, and available for use within workflow automations.
To offer a broader and more in-depth understanding, the existing analytics dashboard can be significantly enhanced. This involves incorporating prominent additive and subtractive filters, both global and localized, alongside "Contact Group" filters to provide deeper insights into relationship management across organizations. For Customer Loyalty and Satisfaction (NPS & CSAT), improvements would include trend visualizations, key number callouts (minimum, average, maximum), and intuitive colour-coding. To better understand Communication Efficiency, the dashboard can feature metrics and visual aids such as Sankey diagrams for transfer analysis and funnel charts to identify drop-off points in call flows. Furthermore, the integration of AI-powered insights through sentiment timelines, topic analysis word clouds, and trend charts will offer a high-level view of customer conversations. Finally, the presentation of Predictive Insights, using clear indicators supported by relevant data, will highlight potential churn risks and sales opportunities.
Across all presentations of insights, several general UI/UX principles will be paramount. These include ensuring Clarity and Simplicity through the use of straightforward language and the avoidance of overly technical jargon. Effective visualizations will be employed by using appropriate and easily interpretable charts and graphs. Where possible, insights will be accompanied by Actionable Recommendations, providing clear suggestions or next steps, such as reviewing billing documentation based on negative sentiment trends. Furthermore, the ability for users to have Customization and Filtering options will allow them to focus on the data most relevant to their needs. Finally, Accessibility will be a key consideration to ensure that all insights are usable by everyone, regardless of their abilities.