LISE PILOT | UX
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AI-Powered Customer Service Agents

Automating lead capture, qualification, and quote generation — empowering small businesses with intelligent, scalable customer service without adding headcount or complex CRM systems.

My Role

Conversational AIAutomationService DesignPrototypingCustomer Research

Challenge

Small businesses struggle with slow, manual lead-to-quote processes. Quotes take too long, follow-ups fall through the cracks, and potential clients drop off. Owners lacked scalable tools to manage inquiries efficiently without adding headcount or adopting complex CRM systems.

Solution

Designed a modular AI agent framework that automates lead capture, qualification, and quote generation — combining conversational agents with low-code automation that plugs into the tools small businesses already use.

Design Process

  1. 1

    Customer Discovery

    Conducted interviews across verticals including law, travel, and retail to understand how small businesses handle incoming leads and quotes.

  2. 2

    Workflow Analysis

    Analyzed lead-to-quote workflows to find bottlenecks and scalability issues — manual steps caused slow response times and lost deals, and small teams lacked automation expertise.

  3. 3

    Conversational Design

    Designed conversational AI experiences in Voiceflow with custom personas matched to each business's tone and industry.

  4. 4

    Automation Prototyping

    Built working automation prototypes in Make.com connecting Twilio SMS, Gmail, and Airtable CRM with dynamic quote-generation templates.

  5. 5

    Validation with Real Businesses

    Led validation sessions with SMB owners and startup mentors, iterating on conversation flows and handoff points based on live use.

Design highlights

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Research, Storyboards & Journey Mapping

AI Concierge Experience Design

Voiceflow Agent Builder

Make.com Automation Workflow

Airtable CRM Integration

Conversational Agent & Automation Flow

Law Firm AI Assistant Interface

Privaira Jets AI Booking Assistant

Skyways Charter AI Agent

Titan Aviation Group AI Assistant

Marz Law AI Client Intake

Lennox & Partners AI Law Assistant

Savor Our City AI Concierge

Client Workflow Mapping Sessions

Concept Design Phase

What Success Looks Like

Key Results

Fully Automated Lead-to-Quote Workflows

Inquiries flow from first message to qualified lead and delivered quote without manual intervention.

Operational Prototypes Adopted

Multiple small businesses adopted the working prototypes to handle real customer inquiries.

Faster Response Times

24/7 conversational coverage removed the delay between inquiry and first response, the biggest driver of lost deals.

Scalable Without Headcount

Owners increased inquiry capacity without hiring or migrating to enterprise CRM platforms.