Service Design for a Call Center CRM 

Leading a mixed-skill team, I developed a pilot concept for Wells Fargo treasury division call center. Built in partnership with Accenture, the concept offered incoming callers intelligent options based on phone number, customer relationship, and past call history. On selection of the option, the system used advanced AI to select Reps whose profile fit best to serve the customer..

This new implementation promised 70%+ reduction in the AHT and superior customer experience.