Voice of Customer / Level AI
I led the redesign and rollout: automated insights, explainable classification, and AI follow-up in one investigation.
Observed after the redesign
3–5× sessionsFor the same customer cohort, within about one month; sustained for over six months.
The problem
Teams could not investigate every customer conversation manually. They needed to see recurring issues, understand the groupings, and continue investigating in the same workflow.
My part in the change
I led the redesign around automatically surfaced insights, including their volume and change.
The experience connected insight discovery with explanations of how conversations were classified.
Embedded Ask AI let users continue investigating without starting a separate analysis.
Scope & contribution
Voice of Customer helps teams investigate recurring issues in customer conversations. I led a redesign that connected automated insights, explainable classification, and AI follow-up questions, then took the experience from limited to general availability in about five weeks.
Teams could not investigate every conversation manually. They needed to spot recurring issues, understand why conversations had been grouped together, and ask follow-up questions without starting a separate analysis.
I led the product redesign around three steps: find a pattern, understand the grouping behind it, and ask a follow-up question using Ask AI. I also led the rollout from limited availability to general availability.
Decision context
Find a pattern, understand the grouping, then ask a follow-up question.
The experience connected automatically surfaced patterns with their volume and change, an explanation of the grouping, and follow-up questions through Ask AI. Users could investigate without starting a separate analysis.
Move from limited availability to general availability.
I led the rollout from limited to general availability in about five weeks. The redesigned experience reached 14+ customers.
Published product walkthrough
Published product imagery illustrates behavior, not feature-release dates during my tenure. Interactive frameworks are explicitly illustrative.
Experience redesign
Themes and plain-language summaries give people a starting point in a large volume of customer conversations.
I led the product redesign around automated insights and explainable classification.
Topics are organized visually so a reader can compare their relative volume.
A summary sits alongside the visualization to help interpret the pattern.
Outcomes in context
Sessions increased 3–5× within about one month of the redesign for the same customer cohort, sustained for over six months. Separately, the redesigned experience reached 14+ customers and moved from limited to general availability in about five weeks.
Limited to general availability.
Customers in the rollout.
An insight becomes useful when someone can understand the pattern, inspect the detail, and decide what to ask next.
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Agent experience + adoption
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