ENTERPRISE SAAS • B2B • AI

NICE Copilot for Agents

Agents need live coaching mid-call (sentiment, next-best-action) without breaking focus on the customer in front of them. Manual QA only reaches a tiny fraction of interactions.

ROLE

Senior UX Designer

TEAM

Senior UX Designer, 1 UXR, 1 PM, 1 Salesforce PM

PLATFORM

B2B Enterprise SaaS, Salesforce

SCOPE

AI product design, UX research, Salesforce Lightning Design Systems, AI tooling

OVERVIEW

Real-Time Interaction Guidance (RTIG) is an AI-powered tool built into NICE CXone that surfaces live coaching, sentiment signals, and next-best-action prompts to agents during active customer interactions.

I led the 0 to 1 design, embedding it directly into Salesforce design system. The product has since evolved into what NICE now calls Copilot for Agents.

The core design challenge wasn't just what information to surface, it was determining what mattered in a given moment, when it should appear, and how to present it.

Getting this wrong meant either agents ignoring the tool entirely, the tool becoming another source of cognitive load during an already high-stakes interaction.

Adding to the complexity, this guidance needed to live inside Salesforce, a CRM environment, governed by its own design language and constraints.

CHALLENGE

PROCESS

UX Research

Both on-site and remote user research was conducted with agents and supervisors across client organizations, combining quantitative user data with moderated usability testing to understand real behavior under real conditions.

This research shaped decisions about timing, visual hierarchy, and interaction patterns, like when a sentiment shift warranted a prompt, how much guidance was too much, and how to design for a glance without demanding an agent's full attention away from the customer.

A whiteboard with handwritten diagrams and notes in blue and red marker, illustrating a current interaction process with multiple customer cases and their respective statuses.
Whiteboard with a hand-drawn wireframe for a social media app showing sections labeled 'My interests', and 'Account' with icons for messages, links, and checkmarks.
UX research

Salesforce Collaboration

I worked closely with the Salesforce team and product managers to understand the Lightning Design System, designing components that felt native to the CRM agents already trusted.

I also evolved the CXone design system and component library used across the product, focused on WCAG accessibility and consistency at enterprise scale, and mentored junior designers on interaction patterns and design standards along the way.

A computer monitor displaying the Salesforce customer service interface with a chat conversation, and a plush animal mascot in the foreground.

SOLUTION

The result was an AI guidance layer that reads context in real time, contact sentiment, conversation history, and relevant knowledge from the knowledge base, and surfaces it as live coaching cues, suggested next steps, and response guidance directly inside the agent's existing Salesforce workflow.

Today, as Copilot for Agents, that same foundation extends across voice and digital channels, combining real-time sentiment detection, knowledge base answers, and AI-guided responses in one unified experience.

Learn more about the the product here.

Maye’s Contribution

  • Shipped a 0 to 1 AI product now used in production across NICE's enterprise client base

  • Led on-site and remote UX research, including moderated usability testing with agents and supervisors, to determine what guidance mattered in the moment and how to present it without disrupting agent focus

  • Established design patterns for real-time AI guidance that balanced usefulness against cognitive load.

  • Built and scaled a design system and component library that improved accessibility and consistency across the platform

  • Deepened a design leadership practice built on bringing clarity to ambiguous, high-stakes systems through systems thinking and close cross-functional collaboration with Salesforce, PM, and engineering partners

Screenshot of an app interface displaying a customer service chat, discussing dishwasher issues and maintenance.
Notification indicating customer sentiment is negative due to a burning rubber smell from a dishwasher
Screenshot of a digital document titled "Planning your trip to Iceland," discussing Iceland's safety ranking, and information about Iceland Visa Status for U.S. travelers.
Customer service chat interface showing conversation history with Liam Davis, Amara Kapadia, and Carlos Diaz, guidance tips on the right, and status indicators at the top.

OUTCOMES

Copilot for Agents is used by Carnival UK, Bamboo, and World of Hyatt.

55%

Reduction in average handle time

23%

Agent attrition drop (42% to 19%)

100%

Interaction QA, vs 1-3%

Featured Work

  • 01 NICE

    Led UX for the #1 cloud contact center platform designing omnichannel routing and AI-powered agent tool used by Verizon, Visa, Disney, and Toyota.

    ENTERPRISE SAAS ·  B2B  ·  AI   ·  DESIGN SYSTEMS

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  • A screenshot of a customer service management system showing a call with Liam Davis as the contact. The interface includes options like hold, mute, mask, record, IVR, commit, transfer, conference, and hang up. It also displays guidance suggestions for empathetic communication, with a consumer sentiment indicator and guidance scores for speech velocity, active listening, empathy, interruption, demonstration of ownership, and building rapport.

    02 NICE AI Copilot for Agents

    Led design for the AI Copilot product, surfacing real-time sentiment, next-best-action guidance, and suggested responses, with Salesforce integration.

    ENTERPRISE SAAS ·  B2B  ·  AI  ·  DESIGN SYSTEMS

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  • A screenshot of a customer service dashboard with various metrics, agent statuses, and a live call monitor with a conversation between Giovanna Daniels and Karen Li.

    03 NICE Supervisor

    Redesigned the real-time operations hub for contact center supervisors. Unifying agent monitoring, live intervention, and AI guidance scores into a single scannable surface.

    ENTERPRISE SAAS ·  B2B ·  DATA VISUALIZATION ·  AI

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    04 Kingdom Studios

    Built the design system from zero for an innovative platform supporting 1B+ transactions with token swaps, staking, NFT marketplace, wallet, and mobile across millions of users.

    0 → 1  ·  WEB3  ·  UX STRATEGY  ·  DESIGN SYSTEMS

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    05 HODL Bonds

    Designed end-to-end for a new on-chain financial product letting crypto holders stack what they believe in without trading, custody risk, or unsustainable yield.

    0 → 1 ·  MOBILE  ·  FINTECH  ·  WEB3  ·  DESIGN SYSTEMS

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  • Screenshot of a webpage for meta.us, a platform for organizing esports tournaments. The page includes sections for finding sponsors, all-in-one solutions for tournament organizers, supported games, and a call to start organizing a competition. It features icons for social media, gaming consoles, and games like Dota 2, Mobile Legends, Arena of Valor, PUBG Mobile, and Starcraft.

    06 meta.us

    Established branding and scalable design systems for a global competitive esports platform founded by ex-Blizzard directors, optimizing responsive performance across markets.

    0 → 1 ·  ESPORTS ·  BRANDING  ·  GLOBAL

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