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 to empower IT analysts to resolve partner issues faster than ever. Together, we created a solution that equips front-line support analysts with the tools to respond swiftly and effectively, enhanced by conversational AI.
Designing smart conversations
External support systems often struggle with company-specific documentation and processes, as no two solutions are alike. Fixify reduces user downtime by leveraging AI to assist analysts—both during conversations and behind the scenes.
Conversational Agents
Fixify’s team of digital sidekicks—each with their own personality and purpose—are thoughtfully integrated throughout the platform, ready to assist when needed.
These conversational help desk agents provide in-context support, streamlining workflows and offering easy access to relevant knowledge-based resources.
Contextual Insights
In-app intelligence is key to answering questions, identifying trends, training analysts, and fostering trust and transparency in the technology.
With sentiment analysis of ticketing data and customer conversations, Fixify enables analysts to better understand escalation flows and customer attitudes.
Intelligent Workflows
Speed is critical for organizations facing outages and downtime. Fixify leverages Large Language Models (LLMs) to enable natural, intuitive interactions for end users.
Over time, conversational input empowers analysts and users to build custom workflows using natural language, enhancing platform efficiency and significantly reducing time to resolution
Validating the designs
To align our designs with user needs, we conducted virtual, moderated interviews with Fixify Analysts and active customers. Using a high-fidelity prototype, we guided participants through scenarios to validate new features before production.
Insights from these sessions were synthesized into actionable notes, driving improvements and informing prioritization on Fixify’s product roadmap.
Creating a dynamic look and feel
Fixify’s bright and cheerful visual identity reflects its bold aspirations, resulting in a design language that is both vibrant and confident. This personality brings life to critical user workflows, from onboarding new customers to resolving tickets.
By gathering user feedback early and often, we supported rapid product development with quick, iterative prototypes.
Leading the way
High-fidelity prototypes and forward-thinking strategies generated interest and fostered new partnerships, enabling Fixify to secure its $25 million Series A funding. 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.
