Brivo Genius AI
Improve customer support experience and reduce support volume through AI-powered solutions. After receiving numerous complaints about long response times and confusing support processes, our team set out to make it easier for users to get help without contacting support or searching through dense documentation.
I designed two AI-driven tools to address this need and reduce support call volume, helping Brivo save both time and operational costs. Following the launch, email support submissions dropped from an average of 825 per month to under 100, demonstrating how effective these tools were in helping users quickly find the answers they needed.
Problem
Users frequently reported frustration with long support wait times and difficulty finding answers in extensive documentation. These inefficiencies led to high call and email volumes for the support team, increasing operational costs and slowing resolution times. The goal was to create a faster, more accessible self-service experience for users.
Approach
I collaborated with product, engineering, and data teams to design two AI-powered tools: a conversational help chatbot and an automated diagnostic assistant. Both were focused on providing immediate, accurate answers while maintaining a clear, human-centered interface. I prioritized usability, trust, and tone to ensure users felt supported rather than deflected.
User Testing
We tested the tools with internal users and customers to measure satisfaction, ease of use, and the relevance of the information provided. Feedback helped us understand how confident users felt in the responses and guided improvements to make the experience more supportive and effective.
Iterate
Insights from the testing performed and follow-up sessions guided refinements to the content structure and support pathways. Aiming to improve user confidence and overall satisfaction with the experience.
Impact
The launch of the AI support tools significantly improved both efficiency and user satisfaction:
Email support submissions dropped from an average of 825 per month to under 100, dramatically reducing team workload.
The AI experience received 99% positive feedback through the in-product rating system.
The tools now handle an average of 4,000 conversations per month, allowing users to quickly resolve issues without contacting support.
These outcomes demonstrated measurable savings in time and cost while greatly enhancing the overall user experience.
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