Enhance Contacts with AI
Using AI to enrich and organize customer contacts in Tawk.to: smart contact creation, duplicate detection, and agent-ready insights.
Overview
Cleaner contacts, enriched by AI.
The contact MVP streamlines and enriches contact creation and management. It auto-saves details from conversations, detects duplicates, and gives agents AI insights like summaries, segments and suggestions, so they personalize service without repetitive discovery.
- My roleFlows for deduplication and segmentation; hi-fi mockups, prototypes, usability testing
- ScopeSmart contacts and AI insights
The challenge
Duplicate, fragmented contacts made engagement inefficient.
Users managing large volumes of contacts hit duplicate entries that clutter the database, and without intelligent segmentation, personalization suffered. The result was wasted time, more errors and weaker customer engagement.
- 01Hard to spot duplicates in large contact lists
- 02Time wasted managing unorganized contacts
- 03No segmentation, so targeted outreach was limited
- 04Fear of losing data during cleanup or merging
What users needed
- Safe dedupeDetect and remove duplicates quickly and safely.
- Explainable AIClear reasons behind automated actions, to build trust.
- SegmentsGroup contacts by tags, behavior or organization.
- In the flowA non-disruptive experience embedded in existing workflows.
Discover → Define → Design → Deliver
How I approached it
The solution
Auto-saved details and duplicate detection keep the database clean, while AI summaries, segments and suggestions give agents a head start on every conversation.
Outcome
Contacts became cleaner and richer, and agents started conversations already informed.
The design challenge was trust: AI actions like merging duplicates only help if agents believe them. Clear explanations and reversible, low-risk flows made the automation feel safe, so it reduced manual work without taking away control. It shipped into the live product.
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