{
  "version": "3.0",
  "generatedAt": "2026-08-07T06:32:26.310Z",
  "lastUpdated": "2026-07-12",
  "project": {
    "slug": "salesforce-help",
    "title": "Salesforce Help",
    "tagline": "Describe your issue and Einstein routes you to the best support channel.",
    "description": "Redesigned Contact Support experience for Salesforce. Einstein AI routes customers to the right channel instead of asking them to figure it out themselves.",
    "company": "Salesforce",
    "role": "Product Designer",
    "year": 2021,
    "tags": [
      "Research",
      "Interaction Design",
      "AI UX"
    ],
    "url": "https://www.sebmendo.design/work/salesforce-help",
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    "sections": [
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        "id": "summary",
        "headline": "A redesigned Contact Support experience that uses Einstein AI to route customers to the right channel.",
        "body": "Salesforce Help replaced a wall of support options with a conversational interface: describing your issue routes you directly to the best channel for your situation. No menus, no guessing, no defaulting to the slowest path."
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        "id": "challenge",
        "label": "Challenge",
        "headline": "Stop making customers guess how to get help.",
        "body": "Salesforce offered every support channel a customer could want, and that was the problem. Landing on the Contact Support page meant a wall of options with no signal of which fit the issue, which were available on your plan, or which would be fastest. Customers defaulted to opening a case, often the slowest path, even when chat would have resolved them in minutes."
      },
      {
        "id": "approach",
        "label": "Approach",
        "headline": "The page asked customers to make a decision they had no information to make.",
        "body": "Synthesizing internal dashboards, support tickets, interviews, and a 90-plus response survey pointed to one root cause: the page asked customers to make a routing decision they had no information to make. One constraint shaped everything after: surfacing paid-plan details mid-support read as upselling. I reframed the goal: take the decision off the customer and make the system responsible for routing, without ever feeling like a sales funnel."
      },
      {
        "id": "solution",
        "label": "Solution",
        "headline": "Describe the issue. Einstein finds the right channel.",
        "body": "Instead of a menu, the customer describes their issue in their own words. Einstein AI matches the prompt against their history in real time, narrows the problem with topic recommendations, and surfaces the single best channel for their situation. Each step kills a specific failure: the prompt replaces the wall of choices, history-aware routing pulls volume off case submission, and personalization surfaces faster paths that were invisible before."
      },
      {
        "id": "outcome",
        "label": "Outcome",
        "headline": "12% more resolutions. CSAT 4.0. AI support as a sustained direction.",
        "body": "Case resolutions rose 12% with a 4.0 case-submission CSAT. Guided recommendation proved measurably faster than manual searching, and the work helped establish AI-assisted support as a direction Salesforce kept investing in."
      },
      {
        "id": "tldr",
        "label": "TLDR",
        "headline": "The quick version.",
        "body": "Salesforce's Contact Support page offered every channel a customer could want, and that was the problem. Research across dashboards, tickets, interviews, and a 90-plus response survey pointed to one root cause: customers were asked to make a routing decision they had no information to make. Einstein AI was trained to match issue descriptions against customer history and surface the single best channel in real time, with each step eliminating a specific failure mode from the old experience. Case resolutions rose 12%, CSAT reached 4.0, and the work helped establish AI-assisted support as a sustained direction for Salesforce."
      }
    ],
    "impact": [
      {
        "metric": "csat",
        "value": "Doubled",
        "context": "AI Contact Support at Salesforce; reduced case creation volume",
        "confidence": "verified"
      }
    ],
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        "url": "help.salesforce.com/s/contactsupport"
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    "company": "Salesforce",
    "role": "Product Designer",
    "period": "Jun 2021 – Mar 2023",
    "startDate": "2021-06",
    "endDate": "2023-03",
    "current": false,
    "summary": "Designed and launched Contact Support, an AI-powered customer solution connecting enterprise customers with specialized Support Engineers.",
    "responsibilities": [
      "Designed case submission experience for resolving complex enterprise problems",
      "Partnered with product and engineering on Einstein AI routing"
    ],
    "outcomes": [
      "Doubled CSAT and reduced case creation volume",
      "Established baseline for future innovations in customer support AI agents"
    ],
    "capabilities": [
      "AI UX",
      "Enterprise support",
      "Research synthesis"
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      "salesforce-help"
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      "id": "salesforce-csat",
      "metric": "csat",
      "value": "Doubled",
      "context": "AI Contact Support at Salesforce; reduced case creation volume",
      "confidence": "verified",
      "projectSlug": "salesforce-help"
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      "id": "salesforce-help",
      "title": "AI Contact Support",
      "affiliation": "Salesforce",
      "dateLabel": "June 2022",
      "sortDate": "2022-06",
      "projectSlug": "salesforce-help",
      "url": "https://www.sebmendo.design/work/salesforce-help"
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