AI → Human Support Handoffs
When an AI conversation escalates, the context should travel with it — not get retyped by the customer.
- SaaS
- AI
- Support
- UX
AI-Assisted Customer Support & Escalation
A unified context-handoff experience for AI-powered customer support escalations, helping human agents receive the right context when conversations move from AI to human support.
Problem
Conversations that move from AI to a human agent lose their context, so customers repeat themselves and agents restart the investigation.
Product / Context
Customer support SaaS with an AI-assisted first-response layer.
Role
Product Designer — end-to-end UX
Scope
Research, problem framing, flows, wireframes, high-fidelity UI, prototype
How the work moved.
This is a preview of the approach. The complete process — research, problem definition, design decisions, wireframes and the prototype — lives in the full presentation.
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