Customer Research Agent

Background

Autodesk sales teams (Account Executives, Business Development Reps, Account Managers, and Renewal Specialists) face several pain points around manual research across multiple disparate platforms before for every customer interaction leading to operational bottlenecks and data gaps.

Problem

Sellers routinely spent 20 to 40 minutes before customer meetings stitching together context across disconnected tools and screens.

My Role

Design lead in a triad with product and engineering.

• Designed prompts and conversation flows for the agent.

• Devised Drove user validation, iteration, and strategic scaling across global digital properties, customer lifecycle stages and features.

• Product Design Strategy, Competitive Analysis, Brainstorming Workshops, Early Concepts, Wireframes, Prototypes, Usability Testing, User Stories, Quarterly Roadmap Planning

• ⚠️ Overlap in support routing emerged as a challenge. I brought together global customer service teams and organized brainstorming sessions to align on and document a cleaner, more efficient grouping of issues.

Solution

A conversational agent based on Salesforce’s Agentforce technology that collapses account synthesis, deal context, and pre-call briefing into under 1 minute (with target brief generation under 10 seconds).

3-Part Experience:

• Issue Classification: Users followed decision trees or asked questions, processed through entity recognition and ML

• In-Context Self-Service: Curated answers, dynamic search results, and Watson-powered workflows delivered help instantly

• Personalized Agent Access: Smart routing to the right human - via scheduled calls, live chat, or case creation

Outcome

• Rolled out across 7,000+ web pages, reaching millions of users in 40 countries and 24 languages

• Drove a 5% lift in cart additions and 2% more orders placed

• Enabled 74% of users to self-serve without agents - saving $750K in 6 months

• Reduced support team complexity by narrowing agent skills to 5 categories, improving AI routing and cutting case transfers

• Laid the foundation for future AI integration

Takeaway

Our best breakthroughs came from huddling around a whiteboard, sketching ideas and untangling problems together. None of it would’ve been possible without the incredible coordination and collaboration across product, design, engineering, and systems teams.