ObserveAI
Vision - Supercharge Sales Teams
In 2017, during the inception of Observe.AI, the vision was to develop a conversational intelligence platform to super-charge sales teams. The platform would leverage Natural Language Processing (NLP) and Deep Learning, to provide Sales teams with valuable, data-driven insights and augment the Coaching process.
Breathing Life into the Vision As the very first designer on the team, I worked with the founders to actualize their vision. My responsibilities included developing the proof of concept, testing it, and refining it to iteratively create the Minimum Viable Product (MVP) which helped us secure investment.
I created tools and workflows employing NLP and Deep Learning to assist sales teams. The platform was developed over several product phases. I closely collaborated with our pilot customers to validate and rigorously test these functions, gather feedback, and continuously enhance the user experience.
Role Product Design
Timelines Apr 2017 - May 2018 Team 2 Co-Founders, 1 Developer
The Opportunity
I set up discovery sessions with the founders to delve deeper into the problem space, our target audience, and their challenges. We interacted with several Sales leaders and engaged with teams to gain insight into their daily tasks and difficulties. From these sessions, we highlighted specific areas to focus on for the greatest impact. We then brainstormed and envisioned how our platform could address these issues, prioritizing as needed. Some of the target areas we identified :
- Call Drivers — what occurred during the sales calls? what were the most common concerns?
- Agent Behaviour and Performance — how did agents perform on these calls? how can we identify and train underperforming agents?
- Customer Sentiment — was the customer/prospect satisfied with the call?
- Coaching — train agents, and provide them with actionable feedback.
- Best Practices — what could be improved on these calls? Identify and establish a playbook for coaching.
Solution
Impact
We made it to Y-Combinator! ObserveAI was accepted into Y-Combinator (Winter-18 batch) and acquired funding (Series A) thereafter.
Pivot from Sales to Customer Support During the Y combinator, ObserveAI shifted its focus towards building a Conversational Intelligence Platform for Contact Centres and supercharging Customer support Teams