AI Generative

An advanced tool for auto-generating support content, allowing businesses to create and launch manuals in minutes effortlessly.

MY ROLE
Product strategy
User experience
Design thinking
UI Design
TEAM
Product managers
Software engineers
ML engineers
Design team
TIMELINE
Sep 2023 - Jan 2024 Released
CONTEXT
Mavenoid leverages generative AI to automate the creation of product support content, allowing businesses to quickly scale and keep up with growing product lines, all while staying competitive in an evolving market.
IMPACT
-Churn
This solution met the demand for faster modeling, reduced churn, and provided long-term value.
+Usage
The adoption rate of AI features increased from 7% to 33% of active users.
+Insights
We gained key insights and identified value opportunities for future generative answer features through this project.
Overview
With Mavenoid, you can automate any support process for any product, moving beyond basic FAQs to advanced self-service and troubleshooting. Our nodal canvas empowers users to design these flows effortlessly.
Mavenoids flow builder page
The Problem
We’ve been trying to use GPT for the auto-generation of flows and suggestions since 2021. While demos sparked excitement, the outputs were too poor for adoption. The problem was clear: our manual flow modelling couldn’t keep up with the demands of large enterprises. In 2023, however, we began testing GPT-4 to generate flow drafts, and the results were much more promising. But at the same time, competition was heating up—other GPT-based bots were offering “launch in 1 day” solutions, which were especially appealing to customers seeking faster, simpler alternatives.
The Solution
Our team wanted to use GPT-4’s advanced capabilities to create a better, more efficient way to generate flows. The ultimate goal was to create flow drafts using GPT-4 to produce initial drafts to help users get started quickly. We also aimed to improve scalability, ensuring that the system could meet the demands of larger enterprises, making it faster, more efficient, and able to compete with simpler, no-modeling solutions.
Results
We reduced customer churn by offering a more scalable and reliable solution, which helped us retain customers and build stronger, more lasting relationships. The new solution helped enterprises work more efficiently, increasing value over time. Plus, it laid the groundwork for exciting new features, like Generative Answers. GPT-4’s integration made it possible to meet the increasing demand for faster, more efficient flow generation and no-modeling solutions.
Research
Through a series of interviews, users revealed valuable insights into their workflows, highlighting the need for AI to enhance efficiency while maintaining control over content, which included the following key user stories:
Thomas
Implementation Specialist

"I see AI enhancing my workflow by offering numerous solutions, user-friendly text, and well-structured flows. I would find it useful to use AI to gather content, but always with expert supervision."

Torsti
Project Manager

"AI tends to generate too much text. We follow a simplified technical English standard, which includes many rules for writing technical content for technical audiences."

Hugo
Customer Success

"I look into user feedback, usually when I identify the symptom. I rely on user feedback overall when I notice the conversations declining."

Key features
The design process unfolded in two phases. The first phase involved creating a user-friendly interface that guides users through simple steps to effortlessly generate automated flows in minutes. The second phase enabled users to update existing flows with AI-generated content directly within the canvas.
The goal was to provide easy access to the AI Generator, enabling smooth content updates.
Initial user testing revealed friction in identifying and reviewing generated content. To address this, I designed a table list with one-click access to all generated nodes.
Customers with thousands of products found manual content entry time-consuming. To address this, we designed a guided solution with a short-form modal and step-by-step instructions for auto-generating flows with no manual effort.
To guide the AI, we provided options to address common issues, allowing it to generate solutions in a controlled manner.
Phase 1: Flow auto-generation setup
Refinement options were provided to build controlled flows, including escalation paths and the ability to define which parts to generate, such as troubleshooting or FAQs.
Customers with thousands of products found manual content entry time-consuming. To address this, we designed a guided solution with a short-form modal and step-by-step instructions for auto-generating flows with no manual effort.
Ideation
It was essential to create a solution that could be easily translated across different areas of the app, seamlessly integrated, and require minimal effort for engineers to implement quickly, given the project’s complexity, while focusing on the MVP (Minimum Viable Product).
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Get in touch!
leonkibuka@gmail.com
Designed by León Kibuka