From cramped chaos to clarity
Redesigning Dell’s AI support into a full-screen, that cut ticket volume by 55% and boosted self-serve adoption to 92%
Dell employees faced fragmented tools and slow resolutions due to a cramped chat interface. IntelliAssist 2.0 replaced this with a full-screen AI platform unifying 12+ APIs and a centralized sales portal, streamlining support and empowering self-serve efficiency
Project snapshot
Problem
Employees struggled with a cramped, outdated chat interface that lacked space for essential tools and direct access to the sales portal.
They needed to toggle between multiple systems to find resources like order status, sales guides, or troubleshooting tools while assisting customers.
This fragmented workflow slowed response times, frustrated employees, and delayed critical sales processes. The goal was to unify these tools into a single, modern interface to streamline support and improve efficiency
1
Incomplete Answer Context
The AI’s responses provided only surface-level details without critical supporting information like relevant information, or follow-up questions
Buried Features & Low Adoption
The sparse landing screen failed to highlight the AI’s full capabilities, resulting in low feature adoption as employees defaulted to peer-dependent learning
2
Business-Driven Scalability & Unified Experience Demands
The business required a stable, future-proof platform to integrate new functionalities (e.g., AI-driven sales analytics) and unify the sales portal’s tools; without integration, employees faced disjointed processes, risking errors and delaying enterprise-wide adoption of AI tools
Solution
Unified Interface for Seamless Workflows
Transitioned from a cramped chat window to a full-screen AI platform with prioritized prompt suggestions (e.g., “Check order status”) and integrated self-serve tiles (e.g., Order Tracking Hub, Proposal Builder) directly below the chat
Unified AI and self-serve tools into a single workspace, directly tackling fragmented workflows and cutting resolution times
1
AI prompts surface key features, cutting manual searching and driving proactive use
2
Centralized sales tools in the interface enable instant access, eliminating platform hopping
🚨 Phased Transition Strategy
Self-serve tiles were prioritized at launch to ease adoption, with plans to phase them out as AI usage grows—balancing familiarity with long-term efficiency.
Full-Screen Interface for Contextual Efficiency
Transitioned to a full-screen interface to unify AI chat, self-serve tools, and contextual resources in one workspace—eliminating system juggling and retaining user focus through dynamic panel controls
Centralizing tools and AI simplifies workflows, cuts redundant tasks, and reduces reliance on multiple systems—lowering operational costs and supporting scalable growth
1
Collapsible left-side tiles let users access tools mid-chat or hide them to prioritize the conversation
2
AI-driven follow-up prompts suggest relevant queries to reduce repetitive searches and guide workflows
3
Source citations link to relevant articles and training guides, letting users verify AI answers and reducing skepticism
🚀
Workflow Streamlining
Centralizing AI chat, self-serve tiles, and sales tools cut redundant tasks (e.g., order tracking) by 40%, letting employees focus on high-value work
✂️
Cut out unnecessary steps
Integrated sales portal resources eliminated daily platform-switching for 72% of pilot users, giving employees more time for high-impact tasks that drive outcomes
💡
Boosted AI Adoption
Tools are now easier to find and use, increased feature discovery by 55%, with 85% of users reporting “easier access to critical tools
What did I learn?
⚖️
Balancing Business Needs ≠ Compromising UX
Strict requirements from leadership often mirrored hidden user needs—like faster workflows—teaching me to reframe constraints as guardrails, not roadblocks
⏳
Limited Time? Prioritized Ruthlessly
With tight deadlines, I learned to prototype only critical flows first (e.g., order tracking), then iterate post-launch—proving agility can coexist with quality
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