---

Situation

I was brought in to help pitch an AI assistant to our Area VP. The team’s original pitch was unsuccessful and the application was considered fluff or unnecessary work. Product leadership wanted another perspective to rethink the feature. The opportunity had a wide set of possible applications. With so many benefits, the impact was lost and the story was muddy. They brought me in to understand the user impact and help build out the story. This was on a tight deadline with only 2 weeks to get the pitch ready.

---

Finding the story

I primarily worked with the product manager. He shared his original deck and his spreadsheets. I asked who would used it and we identified a long list of people, technical services team, HR admin, sales, solutions consultants, etc. I dug in on where the feature would benefit each user and how often they would use it.

As we focused on the data available, we found a powerful story benefiting the Tech Services team. We focused on these benefits.

---

An information assistant for troubleshooting when building integrations.

The Tech Services team spent hours troubleshooting new integrations. To find answers they searched through online resources and would often need to contact multiple teams. The average time to complete an integration was 46.8 hours. We estimated the ai assistant would allow team members to complete a ticket in .6 hours. Since 55% of tickets could be completed with the ai assistant, this reduced the average ticket completion time to 21.1 hours. This is a 50% decrease in overall time to completion.

Not only does this benefit the tech services team, it also helps the customers working with the team. HR administrators were the most common user. When they wanted to setup an integration, they waited days to receive feedback. Setting up a custom integration was slow and a negative customer experience. I knew this work would benefit the HR Administrators allowing them to get their integration more quickly.

---

An assistant for finding the best integration

We grouped these initial improvements into phase then went on to identify the other changes that would offer a significant impact. We found 3 major sets of users could benefit from an ai assistant helping them to identify the best integration for their various needs.

• Sales, Account Managers & Implementation all receive calls asking for an integration. None of these employees are integration specialists and they need to reach out to others for information. Often this takes contacting multiple teams.
• Sales doesn’t have a way to proactively identify the best integrations for a prospect. Knowing what integrations their prospect could use allows them to offer a more wholistic and profitable pitch.
• Solutions consultants need help finalizing the need for APIs for their prospects. They reach out to API support and partner relations for a consult to evaluate these use cases.

---

Results

This pitch was successful. Our Area VP was engaged early in our pitch. He wanted these applications as a top priority in the upcoming AI work setup our team to be highly engaged in the process.

Current situation for the Tech Services Team and HR Admin

Business opportunity

Future opportunity for the Tech Services and HR Admin users

---

Current situation for finding the best integration

Benefit for users if we offer an easier way to find the best integration.

---