The problem
Turn customer conversations into useful insight through automated discovery, explainable classification, and a way to ask follow-up questions.
Level AI · AI insight discovery
Find the pattern. Follow the evidence.
A rebuilt insight-discovery experience with automated insights, explainable classification, and embedded Ask AI.
The short version
Complexity,
made useful.
What I led
I rebuilt Voice of Customer around automated insights, explainable classification, and embedded Ask AI, and led its progression from limited availability to general availability.
What changed
Moved from limited availability to GA in about five weeks, rolled out to 14+ customers, and increased usage 3–5x.
Inside the experience
An insight you can investigate.
Explore an illustrated product story.
The examples use sample data.
VOICE OF CUSTOMERPRODUCT EXPLORATION
THE CUSTOMER’S WORDS
“I’ve already called twice about my refund.”
“I just want to know when it will arrive.”
THE PATTERN
Uncertainty creates
another conversation.
A clear refund timeline could help address the uncertainty in these sample conversations.
PaymentsRefundsUnclear timelines
The product work
Where I
focused.
Strategy, decisions, and the details
behind the experience.
Bring insight discovery into the experience.
Rebuild around automated insights and explainable classification.
What changed in the product
The new experience combined automated insights, explainable classification, and embedded Ask AI. These capabilities form the basis of the conceptual walkthrough: finding a pattern, inspecting its evidence, and asking a follow-up.
Make rollout part of the product work.
Take the experience from limited availability to GA.
The rollout and result
The rollout progressed from limited availability to general availability in about five weeks, reaching 14+ customers. Product usage increased 3–5x.
The outcomes
~5 weeks
limited availability to general availability
14+
customers in the rollout
3–5×
increase in product usage