AI Concierge
In the local services market, fast, accurate answers win business. I led UX for Podium’s AI Concierge experience, the central “brain” behind their AI employee, powering automated responses across chat, text, email, phone, and social.
I designed the end-to-end experience for managing AI knowledge: from onboarding and suggested FAQs to approval flows in settings and inbox. These patterns gave thousands of businesses visibility and control over how their AI responds, accelerating adoption, improving accuracy, and reducing support volume.
“We have a lot of the same questions and answers for a wide range of folks worldwide.”
– Retail, Podium customer
“There have definitely been things that have just been answered very quickly while we’re closed.”
– Financial Services, Podium customer
Highlights
Drove 10x upgrade growth
Unlocked entry-level AI employee value for customers on basic plans, making AI more accessible and driving measurable plan upgrades.
Made AI setup self-serve
Enabled thousands of businesses to manage AI Concierge without needing CSM support, simplifying onboarding and unlocking scale across all messaging channels for customers.
Reduced support load
Gave customers control over how their AI employee responds, preventing support requests caused by confusing or incorrect automated replies.