Team
Timeline
My Role
2 UX Designers
1 Product Manager
2 AI Engineers
3 Software Developers
6 Months
UX Designer - User Interviews, Insight Generation, Ideation, User Flows, Interaction Design, Visual Design, Rapid Prototyping
To comply with regulations set by the Consumer Financial Protection Bureau (CFPB) on sales calls, a leading U.S. credit card provider sought to enhance its QA process for detecting
non-compliant sales practices
Leveraging Natural Language Processing (NLP), I collaborated with another UX designer at Deloitte Digital to design an integrated QA platform that accelerated compliance monitoring and mitigated legal risks
Overview
This is the first of its kind AI-powered Quality Assurance Platform to
accelerate compliance monitoring for sales calls
Problem
Problem Scenario
The previous QA team could only evaluate about 10% of Sales Calls made in the US market
Problem Scenario
Evaluation volume had to be increased to at least 50% to comply with SEC Regulations
But why was it so low in the first place?
Problem Scenario
The previous QA process was extremely tedious
1 QA Analyst needed approximately 60 mins to evaluate 1 sales call
Product Strategy
Instead of listening to an entire sales call, why not use NLP to identify non-compliant practices and speed up the QA process?
Design Problem Statement
How might we empower QA analysts to leverage NLP for evaluating sales calls, to streamline workflows and scale the process?
Key UX Considerations
User Research Insights led to the prioritization of 3 key solutions that support all QA functions and scale effectively
Solution
Solution Impact
QA Analysts can evaluate a call 90% faster with the help of NLP and an intuitive UI
Benefit 1
A list view of allocated calls, coupled with relevant filters, helps QA Analysts find specific calls in seconds
Benefit 2
Presenting key data points upfront eliminates ambiguity about the nature of the call
Benefit 3
Now, QA Analysts can skip identifying non-compliant practices and focus on reviewing non-compliance flagged by the platform
Business Impact
The platform scaled weekly volume by 11x without expanding the QA team, all while ensuring compliance with SEC Regulations
Next Steps
Future Scoping
The platform's AI & NLP capabilities can transform it into a Sales Strategy Tool
Phase 2
Implementing solutions for additional QA Analyst pain points and other personas will create a holistic, state of the art QA process
Sneak Peek
Someone needs to allocate sales calls to the QA Analysts for evaluation
Who might that be?
Sneak Peak
It's the QA Manager!
Watch below how effectively the platform facilitates call allocation to QA Analysts
Networking Message
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