Concept · AI and automation

RELAY

A support workspace keeping the conversation, customer context and reply draft together.

An independent FORMIQ concept, not a client commission. Interface and data are for demonstration.

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Idea and visual direction

Context beside the conversation.

Support agents hunt for context across tools and repeatedly write answers to familiar questions.

Approach: Three connected panels: ticket queue, conversation history and a sourced reply suggestion.
Visual system: A dark workspace with a soft green accent. The queue, conversation and assistant have distinct, readable hierarchies.

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Interaction journey

Switch tickets, edit a draft and send it to a local demo conversation. All data is fictional.

User journey: Choose a ticket, read the history, inspect its source and edit the draft before sending.
Interface details: Switching tickets updates the context. Sent replies remain in a local demo conversation, not a real customer's inbox.

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Exploration outcome

An interactive prototype for human-in-the-loop support; AI, CRM and live channels are not connected.

What to explore: The connection between knowledge sources and drafts, with a clear distinction between suggestion and operator decision.
Prototype scope: Replies and customer records are prepared demo data. Generative AI, CRM and external channels are not connected.