Conversica + T-Mobile
Improving human-AI interaction for sales teams
T-Mobile’s business sales team used Conversica’s AI assistant to automate lead outreach. However, sales reps had limited ability to intervene when the AI misunderstood context or messaged clients incorrectly. This created a bit of chaos, customer confusion, and reduced trust in AI automation. And this was back in 2020, mind you, before ChatGPT took off.
I designed a set of human-in-the-loop controls and AI trust surfaces that empowered salespeople to pause, correct, and guide the AI in real-time to mitigate AI hallucinations whilst also not breaking the sales workflow. The solution increased user control, reduced automation drift, and improved satisfaction with AI-assisted sales outreach.
Year
2020
Industry
Telecom
Scope of Work
Sales Team User Research
CRM + Email Design
UI/UX Design
NEW FEATURE: Quick Actions
Converscica AI integration ecosystem
Improving Integration from Sales perspective
Key UI/UX design best practices and concepts applied when designing for AI-powered sales products
• Balancing user control vs. automation to enhance, not interfere with human productivity.
BEFORE
Click image to enlarge
AFTER
Now essential actions are grouped together, and easy to access without having to click into leads, open conversation threads, and scour the interface to find the desired action.
DROP DOWN MENU = Solves problem.
RESULTS
After securing leadership alignment, I initiated cross-team collaboration between T-Mobile sales and Conversica’s product group by translating real user data into actionable design insights.
The resulting Quick Actions feature, implemented across both email and CRM touchpoints, enhanced human-AI collaboration, reduced workflow friction, and improved sales rep satisfaction.
• 63% increase in user satisfaction score (CSAT) with Conversica’s Salesforce integration at T-Mobile.
• Streamlined user interaction with AI constraints and common action / decreased friction.
• Reported increase in salesperson productivity with Conversica.
• Decrease in AI chaos/ errors when interacting and communicating with base of business accounts.
• Decrease in customer contact rate, but increase in customer connection rate— a metric that leads to more customer conversions.
• Increase in NPS (Net Promoter Score). Users were more likely to recommend using Conversica AI to assist with interacting with clients than previously.