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Ticket Deflection with an AI Support Assistant

A support agent that knew when to step aside.

Role

Senior UX Designer, Growth

Client

GoodData

Industry

Support · AI

Ticket Deflection with an AI Support Assistant — cover

GoodData Cloud's support hub answers questions in plain language, with sources, so people resolve them in seconds instead of filing a ticket. I led the UX, designing for trust, scannable answers, and a graceful handoff to humans.

  • Co-designed with support engineers to learn where an assistant helps and where it should step aside.
  • Merged two intents, search and ask, into one entry point with a smooth search-to-ask handoff.
  • Built source-grounded answers with inline citations so customers could trust them.
  • Scoped the assistant to what it should actually answer, and invested as much in the handoff as in the answer.
  • Deflection landed high within weeks of rollout.

Two intents, one entry

Users arrived with two goals: some wanted the answer, others wanted to find and read the doc.

One entry point, search or ask, serving both intents.

The search-to-ask handoff

People reach for search first because it's familiar, but their query is often really a question an answer would serve better.

A quiet bridge turns a familiar search into an instant answer.

Answers built for trust

An answer you can't trace is an answer you won't act on.

Structured, cited answers with copyable code, not walls of text.
Sources, feedback, and follow-ups: every answer stays traceable and continuable.
Sources, feedback, and follow-ups: every answer stays traceable and continuable.

Next project

Redesigning the embedded analytics buyer journey from acquisition to activation — cover

Redesigning the embedded analytics buyer journey from acquisition to activation

One connected story from first touch to activation, built to lift demo and trial requests.