Our goal was to introduce an AI-powered voice agent to help customers of a B2B building materials supplier manage their orders. But making it work meant looking beyond the tech and working through layers of complexity like siloed systems, long-established processes, and both staff and customers used to traditional, human-led interactions.

This case study shares how service design helped us make that shift by:

1. Helping front-line staff see AI as a collaborator
2. Preparing customers for a new kind of interaction at different stages of their customer journey by involving sales and customer service agents
3. A data driven approach to aligning internal processes, systems and workflows