Designing a next-generation help desk supported by AI
We partnered with Fixify to change the face of IT, supporting analysts with AI.
Fixify needed a platform that would empower IT analysts to resolve issues for their partners in record time. Together, we designed a platform that enables front-line support analysts to respond with speed and diligence, complete with conversational AI.
Designing smart conversations
External support systems are often challenged by company-specific documentation and processes, and no two solutions are the same. To reduce user downtime, Fixify uses AI to assist analysts both in conversation and behind the scenes.
Conversational Agents
Fixify’s team of digital sidekicks, each with their own personality and purpose, are carefully positioned throughout the platform to be available when needed. These conversational help desk agents exist in context to streamline workflows and provide easy access to relevant knowledge-based resources.
Contextual Insights
In-app intelligence is essential for answering questions, identifying trends, training analysts, and building trust and transparency in the technology.
Fixify analysts can begin to better understand escalation flows and customer attitudes through sentiment analysis of ticketing data and customer conversations.
Intelligent Workflows
Speed is critical for organizations experiencing outages and downtime. Fixify’s use of Large Language Models (LLMs) enables natural forms of interaction for end users.
Over time, conversational input allows analysts and users to create custom workflows using natural language, increasing the power and efficiency of the platform while reducing time to resolution.
Creating a dynamic look and feel
Our bright and cheerful visual identity is a reflection of Fixify's aspirations. The resulting design language is both exuberant and bold, bringing life and personality to key user workflows, from onboarding new customers to resolving tickets.
Throughout our process, we gathered user feedback early and often, and were able to support rapid product development with quick prototypes.
Leading the way
High-fidelity prototypes generated interest and new partnerships before Fixify’s official product launch. Now in production, Fixify is actively helping organizations achieve their IT goals.
We continue to support Fixify with strategy and design, working on new features and improvements made possible by the integration of Large Language Models and Generative AI.
