This project focused on enhancing the internal user experience for live chat agents by redesigning the backend interface that supports chatbot handoffs. Initially, the system prioritized the chatbot functionality—handling queries related to travel and mobility—while the agent-facing backend was minimally designed and lacked usability considerations.

Given the opportunity to improve the experience, I led a rapid redesign completed in two weeks, resulting in a significantly more intuitive and user-friendly interface. I began with a design audit and explored similar applications to gather insights and best practices that could be thoughtfully integrated into the new design.

The updated interface organizes conversations by status (unassigned, in progress, resolved) and introduces a dedicated view for conversations assigned to each agent—allowing them to quickly return to active cases. Additional enhancements included an agent directory with availability indicators and advanced filtering of resolved chats, with options to export data for reporting.

Below are selected screens showcasing the final design.