Case Study
CORE, AI Assistant for Dell Premier
An in-portal AI assistant for Dell Premier customers. Routine questions like 'where is my order' answered in seconds instead of support calls.
- Client
- Dell Technologies
- Role
- Lead Designer
- Duration
- Exploratory, 0 to 1
- Team
- Product, Engineering, Sales
- Platform
- Web · B2B Enterprise
The problem
Dell Premier customers manage hundreds of orders, subscriptions and billing cycles inside one portal. For routine questions, where is my order, when does this renew, what happened to this invoice, they either dug through several modules or called their sales rep. The same handful of questions, every day, at enterprise scale. Dell wanted an in-portal AI assistant that could answer them in seconds without eroding trust when it did not know something.
Approach
- 01Interviewed Premier users and mapped support ticket patterns to isolate the highest-frequency, structured questions.
- 02Studied conversational AI and assistant patterns, prompts, streaming, citations, uncertainty, before designing any screens.
- 03Scoped hard: a narrow set of high-confidence use cases answered perfectly, rather than broad coverage that sometimes fails.
- 04Defined behaviour principles for confidence, sourcing and graceful fallback so every edge case had a consistent answer.
Protected section
Detailed screens and process available on request
The rest of this case study is under NDA. The password is included in my CV, download it from the Resume link in the navigation, or request access via email.
Outcomes
What changed after the work shipped
