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Instacart's Agent Knowledge Base Case Study


Introduction
The focus of this case study is the redesign and enhancement of the Agent Knowledge Base (AKB) used by Customer Experience (CX) Specialists. This initiative aims to address key issues such as poor searchability and information overload, ultimately improving customer issue resolution.


Background


Users

CX Specialists, team leads/supervisors, and managers who handle customer issues via voice, chat, and email channels.


 Challenges

  • Issues with knowing processes/answers.
  • Non-native English speakers.
  • High attrition rates in T1 and power users in T3 levels.
  • Limited resources leading to poor SLA and CSAT performance.


  • what we asked agents

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  • agent screenshare

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  • testing questions

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Key Insights from User Feedback

  • Positive Aspects

    •   Central knowledge hub.
    •   High readability and sectional clarity.

  • Negative Aspects

    • Poor searchability and process discrepancies.
    • Overwhelming information.
    • Distrust in article currency and utility of certain features.

  • User Wishes

    •  AI-generated answers.
    •  Improved searchability and interactiveness.
    •  Highlighted updates and better feedback mechanisms.


Problem Statement


Design an intuitive AKB that addresses poor searchability and information overload

to improve the speed and accuracy of resolving customer issues.



  • akb current state

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  • magic wand respond

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  • empathy map results

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  • empathy mapping

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  • akb brainstorming

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  • AKB redesign wireframe

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  • AKB redesign wirefram

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  • AKB redesign wirefram

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Current Status

  • Pending tech migration from Zendesk to Salesforce and Genesys.
  • 1093 published AKB articles with various formats and sections.


Proposed Solutions

  • Leverage Genesys technology for predictive routing and generative AI responses.
  • Re-imagine article design using multimedia elements like GIFs and infographics.
  • Integrate knowledge base tooling to CRM dashboard to eliminate multi-screen navigation.

Conclusion


The redesign of the AKB aims to enhance user experience by making the system more intuitive and interactive. This includes implementing AI-driven solutions, optimizing article design for better accessibility, and ensuring the content remains current and trustworthy. Future testing will inform further improvements, ensuring the AKB meets the evolving needs of CX specialists.