Notanemail
Supporting sales reps before, during and after every call
Modernizing an existing dialer with AI assistance and a continuous calling experience, bringing customer context, conversation guidance and call follow-up into one workflow.
The company’s existing dialer needed to support a more informed sales conversation. It lacked call summaries and real-time suggestions, while reps relied on their own scripts during calls.
The opportunity was to connect calling with the information and assistance reps needed throughout the conversation - from understanding previous interactions to documenting outcomes and taking the next step.
Contribution:
Led the design of a continuous, AI-assisted dialer, shaping the product direction with the product owner and technical lead and taking the experience through rep validation, prototyping and development handoff.
Product Strategy, UX direction, Interaction design & Prototyping
Notanemail
Design Showcase
The challenge
Bring AI support into the sales workflow while keeping calls continuous. Reps needed to prepare, handle a call, and move to the next contact without leaving the dialer.
Constraints
One dialer. Different CRMs.
The dialer needed to work as a standalone product that could be sold separately and integrated into different CRMs. The design had to accommodate those integrations.
Approach
Keep preparation, live guidance, and follow-up in one module that changes with each stage of the call. Refine the prototype with reps and stakeholders before development.
Defining AI’s role before, during, and after each call
I mapped where AI could support sales reps throughout the calling workflow. From preparing talking points to suggesting live prompts, capturing notes, and updating the CRM. This defined how AI assistance would fit into the dialer experience.
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One module, adapting to the conversation
I designed the dialer to change states as the call progresses, keeping core controls in a consistent position. During the conversation, it surfaces sentiment indicators, suggested talking points, and follow-up actions within the same module, so reps can access guidance without switching views.
02
Buyer sentiment, updated as the conversation unfolds
A live sentiment indicator that updates as buying signals change during the call, helping reps recognise shifts in interest or concern and adapt their approach.
03
Call context and notes, kept together
AI-generated summaries capture key points and call outcomes, while an embedded assistant lets reps retrieve CRM records, files, and previous discussions. Both sit within the dialer, keeping information close to the conversation and supporting follow-up without switching tools.
04
Accounting for edge cases
Unanswered calls and conversations that need extra support stay within the same workflow. Reps can send a follow-up message, move to the next contact, or bring a colleague into an active call—all from the dialer.
05
Turning conversations into CRM updates
AI autofills call notes and selects the call outcome, reducing the need to re-enter details after each conversation. Visible writing states and “Auto-selected” labels make the automation clear, with the populated information kept alongside the call for review.
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