AT&T
Challenge
AT&T’s sales teams were losing hours every week searching through a maze of disconnected product documentation. The existing Offer Information Library (OIL) buried critical data across PDFs, emails, and SharePoint folders—making it harder to close deals, train reps, or even find the latest promotions.
Insight
The real issue wasn’t the data—it was the conversation around it. Salespeople didn’t need another database; they needed answers in seconds. So I reframed OIL from a static repository into a living, conversational hub.
We introduced an AI-powered search experience that lets users ask natural-language questions like,
“What’s the latest Fiber promotion in the Southeast region?”
The system responds with contextual answers, in-document summaries, and related recommendations—all within two clicks.
I led the end-to-end design, co-facilitated 5 stakeholder workshops, and tested early prototypes directly with sales reps to validate clarity, latency, and trust.
The Impact
Reflection
OIL became a blueprint for how legacy enterprises can reimagine knowledge as a conversational experience—less about searching, more about thinking together with AI.
