Bigtincan
Smart Search
Smart Search integrates AI into enterprise sales software, helping sales teams locate content more efficiently.
When
2023
Project
Internship
Role
UX Research & Design
Quickly advance sales, in real-time, by recommending relevant content.
SearchAI — don't just find, discover. Helping users locate the right answers fast.
Learning the Landscape
Understanding this evolving technology
With the rapidly evolving landscape of AI, I began conducting secondary research into what other technologists are exploring. Understanding the nuances between buzzwords — LLM, machine learning, MCP — was where I started. In my research, I came across a helpful diagram and breakdown.
LLM
Other AI Types
Understand text in various forms — natural language, code, json, etc.
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Forecast and predict — predictive analytics, risk modeling, customer retention...
Map natural language to other formats — e.g. code, SQL commands, json, etc.
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Analyze big data
Access API
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Choose best item — recommendations, personalization, search
Find relevant information in a custom dataset
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Recognize patterns and detect anomalies
Use different tools — e.g. Zapier, Search, math
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Recognize speech
Translate, summarize, reframe
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Recognize objects
Objectives
Responsible for generating leads, delivering sales presentations, and managing client follow-up throughout the sales cycle.
The Challenge
How can AI be integrated to enhance product features to optimize a Sales Agents experience locating winning content in Content Hub?
Primary Research
User Interviews
Gathering deep insights into user behaviors, needs, and challenges. One-on-one interviews offer in-depth feedback, while group sessions reveal broader insights by encouraging participants to share and expand upon each other's views.
Participants
5 Sales Reps, 4 Sales Managers
Learning Goals
Context into daily tasks.
Challenges and pain points in their sales journey and Content Hub.
Understand user sentiment towards AI and how they've adopted the technology.
“I work on commission and I’d rather just keep doing what I’m doing than try and make a change that could effect ability to earn money.”
Sales Representative
“I always heree, do we have this and I know it exists, and I have an idea of what I’m looking for, but don’t exactly where it is…”
Sales Enablement Manager
“I don’t think the recommendations that Bigtincan provides are very intelligent and they’re certainly artificial.”
Remote Sales Representative
“There’s a stat, it says that reps spend upwards of 8 hours a month looking for content.”
Product Marketing
Need 1
Locating ContentLooking for content distracts from revenue generating activities.
Need 2
Fielding Buyer QuestionsAnswering a client question or finding information for themselves is time consuming.
Need 3
SuggestionsSuggestions are often not useful and lack relevance to sales scenarios.
Seller's Search Journey Opportunities
The Solution
Find answers in content
Leveraging relevant content to enhance engagement and drive successful outcomes — helping sales agents find what they need faster while reducing time spent searching.
Design Option 1
Design Option 2
Feasibility
Can we use ML train multiple LLM's off of uploaded tenant content?
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Is it possible to empower users to search for answers and best content to use?
How can we address ethical and security concerns from a development perspective?
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Developing suggestions based tenant bookmarks, content usage data, and relevance?
Co-Design
Making with future users
Bringing our insights and concepts back to users to validate and collaborate on a what a desirable outcome could look like.
