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AI Sync Assist
As the product designer on the Sync & Integration team, I led the redesign of the Sync Status page and contributed to the launch of the fintech client’s first AI-powered support initiative.
Problem Statement
Users experience significant frustration and delays when resolving sync conflicts between their accounting software and the fintech platform.
The complexity of sync errors—exacerbated by unclear support documentation, long wait times, and inconsistent support knowledge—leads to high user confusion, inefficient workflows, and increased operational costs.
Emphatize
Objective: Understand user pain points and support team challenges.
- Conducted audits of current Sync Status page UX.
- Partnered with Client Success to identify high-volume sync error categories.
- Analyzed support ticket data to uncover trends in user confusion.
- Aligned with engineering and product to understand sync system constraints.
"The chat representatives are not very knowledgeable about the product. It's difficult to ever receive a full resolution on a chat session."
"After over 2 hours and 2 different support reps on chat, I should have been directed to the appropriate department.
Define
Key Problems Identified:
- Sync conflict resolutions are complex, with over 400+ unclear articles across 5 ERP systems and 3 product lines.
- Users face inefficient workflows, often needing to toggle between multiple screens and restart troubleshooting processes.
- Support quality issues, including knowledge gaps and long wait times, increase customer dissatisfaction and time to resolution.
Ideate – Exploring Solutions
Objective: Explore solutions to improve clarity and reduce dependency on support.
- Brainstormed AI and non-AI solutions with cross-functional stakeholders.
- Mapped out user journeys for both novice and advanced users.
- Proposed contextual messaging and AI-guided help embedded in the Sync Status page.
Implement & Prototype
Objective: Deliver and launch MVP of AI-assisted Sync Status page.
- Finalized designs and handed off to engineering.
- Collaborated on content and logic for AI-driven messaging.
- Helped align stakeholders on rollout and success metrics.
Outcomes & Impacts
- Month 1 Insights:
- Sync Assist reduced support ticket volume by 27% in enabled organizations compared to those without it.
- Nearly even split between enabled and disabled orgs created a strong A/B baseline for comparison.
- Enabled orgs had no Help Center exposure, yet still generated fewer tickets.
- Early evidence that Sync Assist was improving user autonomy right out of the gate.
- Month 5 Insights:
- Fewer organizations were part of the enabled group, but the impact deepened over time.
- Sync Assist enabled orgs saw a 49% reduction in sync-related tickets—an even greater improvement than Month 1.
- This reinforced the trend that AI-powered assistance was not just effective, but scalable and sustainable.
- Overall Takeaways:
- Across the first 5 months, Sync Assist consistently reduced CX contact rates.
- Users were able to resolve errors with less support, even without additional Help Center resources.
- Tangible business impact through lower support costs, improved onboarding, and more confident user journeys.
