Foundever
AI copilot for call wrap-up and compliance for customer support agents
Designed a practical in-call copilot delivering real-time next-best-action and compliance guidance for CX agents, driving 4× growth in tool adoption.
- Role
- Product Designer
- Type
- Enterprise, GenAI, Responsive toolbar
- Timeline
- 5 months · 2026
- Team
- 2 Product Designers (me+1), PM, QA, AI Engineers, UX Researchers, Sales
- My contribution
- AI product design, AI-assisted prototyping, interaction design, cross-functional collaboration.
3.98M+
Agent hours saved annually
55,000 → 120,000
Increase in tool adoption rate
−51% (5.1 min → 2.5 min)
Average wrap-up time
Overview
155K agents were provisioned with the AI copilot — but only 18% used it.
The tool is Foundever's GenAI copilot for CX agents: real-time guidance, automated summaries, instant answers. Only 18% used it, because it wasn't solving the problem agents actually had.
I redesigned the experience layer — making the AI's intelligence usable and trusted by front-line agents in high-pressure, real-time environments.
Business goals: improve product adoption and, ultimately, agent efficiency.
Process
Shadowed agents in their working environments
Field visits
User interviews
User surveys
Agents needed a low-friction, in-call way to guide them in real time
The tool automated parts of the process, like writing and translating, but the wrap-up feature wasn't adding much value:
Compliance steps were easy to miss
Personal templates were common workarounds
Inconsistency in solving cases
Technical constraints
- Zero data retention
- PII redaction
- VDI fallback
How might we design the agent experience with minimal disruption to the agent's flow?
Design solution
Redesigned the experience to make the AI approachable and trustworthy through a human-in-the-loop experience, surfacing real-time compliance and next-best-action recommendations.
Surface real-time compliance
Next best action during the call
Build confidence into the product experience
Trade-offs
- Latency vs freshness
- Automation vs agent control
Wrap-up & compliance
Real-time guidance on every call walks agents through compliance steps, flags language violations, and generates a call summary ready to paste into CRM notes. The tool surfaces the next best action, so agents stay ahead without losing momentum.
Impact
Team member feedback
“It helps me get through call wrap-up faster while keeping me in control of the final response, and is easy to use.”