The primary focus of sales teams is to close deals, often leaving them less motivated to engage with their CRM systems or develop role plays necessary for effective customer interactions. This tendency placed an additional burden on Brevity's Customer Success Team, tasked with supporting these engagements. Initial attempts to simplify the platform through tutorials and walkthroughs proved insufficient, as clients teams struggled to allocate time for creating and refining role plays.

To solve the problem, I designed Ella, a voice agent with functions for onboarding, role play definition, coaching, platform commands, and support.

Ella's initial feature, Role Play Definition, boosted platform engagement by 20%, effectively reducing the Customer Success Team's workload and improving scalability.