Enhance Contacts with AI
The contact MVP aims to streamline and enrich contact creation and management with the system. The scope focuses on two core areas:
Smart Contact Creation - Reduce manual entry, ensure accuracy, and provide contextual continuity by auto-saving details from conversation, detecting duplicates, and surfacing prior interaction history.
AI Insights for Agents - Deliver actionable overviews of contacts(summaries, segment, suggestions, product insights) to help agents personalize interactions and reduce repetitive discovery.
Goals & Objectives:
Accuracy: Reduce duplicate/fragmented contacts.
Efficiency: Save agent time on manual data entry.
Contextual Continuity: Carry history across conversations and agents.
Personalization: Provide agents with AI-driven insights for proactive, tailored service.
Scope:
Smart Contacts Creation
Auto-save contact details (email, phone, org, etc ) from conversation metadata.
Auto-generate a short overview/description of the contact based on conversation history.
Duplicate detection: flag potential duplicates, surface merge suggestions.
Sync notes from previous conversations.
Display all previously assigned agents for continuity and collaboration.
AI Insights
AI-generated contact summary(persona-style snapshot)
Product/service suggestion(e.g., frequent buyer, high-value lead, support-heavy).
Organizational mapping: highlight possible connection(same company/department).
Led UI/UX design for AI-powered contact management features.
Collaborated with product managers, engineers, and stakeholders to align on user needs and feature scope.
Designed flows for deduplication and segmentation, ensuring clarity and efficiency.
Created high-fidelity mockups, prototypes, and usability tests to validate design decisions.
Ensured consistency with Tawk.to’s design system while introducing new AI-driven interactions.
3 Months
Users often face challenges managing large volumes of contacts within Tawk.to. Duplicate entries clutter the database and make communication inefficient, while the lack of intelligent segmentation limits personalization and targeting. This leads to wasted time, increased errors, and reduced effectiveness in customer engagement.
Discovery & Research → Identified user frustrations through feedback and analytics on contact management usage.
Define & Align → Framed key problems: duplicates, segmentation gaps, and manual overhead.
Design & Prototype → Built intuitive UI patterns for “Remove Duplicates” and “Segment Contacts,” supported by AI-driven recommendations.
Test & Iterate → Conducted usability tests to validate clarity of CTAs, confidence in AI decisions, and seamless integration within existing flows.
Deliver & Refine → Finalized designs and collaborated with engineering for smooth rollout.
Evaluate trust and confidence levels in AI-driven decisions (e.g., merging duplicates).
Explore expectations around segmentation and grouping of contacts.
Assess impact on productivity and communication efficiency.
Clear AI explanations to build confidence in automated actions.
Ability to segment contacts into meaningful groups (e.g., by tags, behavior, or organization).
A seamless, non-disruptive experience embedded into existing workflows.
Time wasted managing unorganized contacts.
Lack of segmentation limits targeted communication opportunities.
Fear of losing important contact data during cleanup or merging.
Overwhelming cognitive load when managing multiple attributes manually.
💡 Want to experience it yourself?
Head over to www.tawk.to and try the Enhance Contacts with AI firsthand. Explore the filters, tags, and smart search to see how it makes finding and managing conversations effortless.
✨ Thank you for exploring this project!