Fidelity Investments
Copilot for participant services associates in workplace investing
Capabilities leveraged
Experience
Content strategy
Flow design
Integration logic
Transcript analysis
Language
Node architecture
Quality assurance
Product
User research
Roadmap planning
Performance management
Organization
Team enablement
Process engineering
Design operations
Challenges addressed
01
Agent error propagation: Elevated rates of agent errors as a result of complex tools, elaborate processes, and multifaceted participant plans, culminating in increased return contacts.
02
Fragmented tool ecosystem: A sprawling ecosystem of 25 loosely interconnected agent tools requiring three monitors, imposing heightened cognitive load and protracted handling times on agents.
03
Highly technical agent documentation: Dense and jargon-heavy documentation eroding agent confidence and prompting avoidable escalations.
04
Excessive user banner fatigue: An overabundance of non-contextual warnings, errors, and LRC messages contributing to banner fatigue and reduced engagement.
Timeline
40%
Average reduction in handling time for supported topics.
5M
Participant services calls leveraging the associate copilot.
73%
Average reduction in return contact (for supported topics) from inaccurate tickets.