Transforming Customer Engagement with an AI-Driven Knowledge Assistant
Designed to turn a static product catalog into a "Digital Consultant" that qualifies leads and delivers instant answers.
Role
Lead UX Consultant
Timeline
4 Weeks
Focus
AI & B2B Lead Gen
A global leader in roofing and waterproofing solutions had a massive, complex product catalog. The sales team was bogged down by unqualified leads from a generic "Contact Us" form, while architects and contractors struggled to find specific technical specs on the static website.
Discovery Friction
Architects and contractors couldn't find specific technical specs easily, leading to frustration and abandonment.
Low-Quality Leads
Generic contact forms flooded the sales team with unqualified inquiries, wasting valuable time and resources.
Before UI design, I architected the conversation logic to handle non-linear journeys. The flow moves from Identification → Value Delivery → Lead Capture, with a "Human Handoff" safety net.
The logic flow moves from Identification (Who are you?) → Value Delivery (Here is the product info) → Lead Capture (Let me email this to you), with a "Human Handoff" loop to ensure complex queries are escalated to a real agent.
I designed an Intelligent Conversational Agent to replace the static search experience. The goal was to build a "Digital Consultant" that qualifies users in real-time and provides instant answers, guiding them from query to qualified lead in a single, seamless interaction.
The entry point uses "Intent Chips" (e.g., Request Info, Raise Query) to reduce cognitive load and guide the user immediately.
A. Smart Segmentation
One size does not fit all. The system immediately distinguishes between user types to tailor the technical depth of the answers. By asking the user's role early (Architect vs. Contractor), the AI acts as a filter, ensuring the sales team receives segmented, high-value data.
B. Embedded Lead Capture
I removed the friction of redirecting users to a separate "Landing Page." Form fields are integrated directly into the chat stream. This feels like a natural introduction rather than a data interrogation, significantly increasing completion rates.
This project demonstrated a shift from passive browsing to active engagement.
For the Business
Creates a pipeline of pre-qualified leads with clear intent data, enabling the sales team to focus on high-value conversations.
For the User
Reduces time-to-value from minutes of frustrating searching to seconds of effective chatting, providing instant gratification.
Future Scale
The framework is designed to integrate with CRM systems for automated lead scoring based on query complexity and user role.