Agent G

Solve Cases, Save Time: Agent G’s Detective Training for Customer Service Agents This fun, time-based game trains Google’s customer service agents to solve real-world customer issues with speed and accuracy through interactive software simulations.

For the Agent G project, I took responsibility for the entire ADDIE process, from analyzing training needs to designing and developing the interactive storyline. In this time-based detective game, customer service agents play the role of Agent G, tasked with solving three different customer cases under time pressure. Each case presented a real-world customer service scenario, using simulated software to guide the learner through the decision-making process. My role involved creating a fun and engaging concept that balanced educational objectives with an entertaining, detective-themed narrative.

I used Camtasia to develop interactive software simulations that guided learners through the steps of handling real-life customer issues. Additionally, Storyline 360 was used to incorporate Google’s internal Android character creations, which I animated and integrated into the course. These characters provided a unique look and feel, bringing personality to the learning experience. The course was deployed on Google’s internal LMS, where I handled the implementation process, ensuring seamless integration and functionality.

The course’s design revolved around the concept of time-based gameplay, with learners racing against the clock to solve customer problems in real time. The use of Google’s internal Android characters added a fun, visual layer to the experience, making the learning journey more engaging. Learners interacted with software simulations and made critical decisions, earning rewards for quick thinking and accurate responses. The dynamic design encouraged agents to practice handling calls in a fast-paced, high-stakes environment, simulating the pressure of live customer interactions.

The Agent G course led to a measurable decrease in call handling time for Google’s customer service agents. The combination of interactive learning and time-based gameplay helped agents improve decision-making and problem-solving speed in real-world scenarios. Client feedback praised the course for its engaging design and effective training outcomes. By incorporating real-time simulations and fun, game-like mechanics, the course helped Google’s customer service agents enhance their skills while keeping the learning process enjoyable.