Conversational Intelligence

This work is under NDA. Visuals and specific metrics are redacted. The narrative focuses on design thinking, strategic approach, and impact at a structural level.

What it is

A 0 → 1 strategic initiative that transforms fragmented and largely untapped conversational data — Voice, Meets, and third-party sources — into a unified AI-driven customer insights platform.

The foundational work established a multi-year roadmap for Sales and Support, targeting a projected $XXXM TAM.

What I did

Strategy

Co-authored the long-term product vision with Senior PMs, driving alignment through high-fidelity "art of the possible" prototypes. This was when AI-assisted prototyping was nascent — I leveraged my frontend skills to accelerate early exploration. Initial prototypes were built using Gemini Canvas.

Influence

Socialized the vision with cross-functional and cross-organizational executive leadership to secure critical funding and headcount. The project has since grown to support multiple multi-year initiatives, including Conversational Coaching for Sellers and Managers.

Design

Drove vision, UX, and MVP-state design working closely with engineering to build. This also included development of rapid prototypes — validating early and often to land experiences on the Ads CRM platform.

Why it was hard

Ambiguity

The project began in a fallow space with no clear precedent for how to unify disparate conversational data into actionable business value.

Strategic alignment

Required navigating complex out-of-band partnerships with Senior PMs and Engineering leadership to define a product direction that didn't exist yet.

Scalability requirements

The solution had to be designed as a platform capable of supporting multiple downstream initiatives — including Conversational Coaching and Conversation Insights — each with unique user and stakeholder needs.

Impact