Quietly Powerful —An Invisible Ally
Quietly Powerful
—An Invisible Ally
Quietly Powerful —
An Invisible Ally
Agent Assist is an AI-powered workflow automation system that streamlines real-time customer support within Sprinklr’s Care suite.
While agents focus on conversations, the system quietly manages backend actions — improving efficiency, accuracy, and customer satisfaction through AI-guided workflows.
Built from the ground up during Sprinklr’s transition from Space to the Hyperspace design system, the project combined workflow intelligence, micro-interactions, and accessibility to deliver a faster, clearer, and more human support experience.
My Role
Product Designer — UX/UI, Interaction Design, UX Writing
Team
Product Manager, Design Lead, Engineer, Design Systems Manager
Timeline
10 Weeks
Tools
Figma, Sprinklr Design System (Hyperspace)
My Role
Product Designer — UX/UI, Interaction Design, UX Writing
Team
Product Manager, Design Lead, Engineer, Design Systems Manager
TImeline
10 Weeks
Tools
Figma, Sprinklr Design System (Hyperspace)
Challenge
Live support felt fragmented. Agents juggled multiple tabs, copied data between tools, and lost track mid-chat — managing multi-step requests manually led to delays, inconsistency, and higher cognitive load.
Admins couldn’t update or style workflows without engineering help, slowing iterations and blocking agility.
Results & Impact
Together, these improvements bridged agent and admin workflows — enabling faster resolutions, higher satisfaction, and fewer errors.
The new self-serve Guided Workflow system empowered admins to independently build, style, and deploy flows — reducing engineering dependency while giving teams full control over customization and reporting.
Challenge
Live support felt fragmented. Agents juggled multiple tabs, copied data between tools, and lost track mid-chat — managing multi-step requests manually led to delays, inconsistency, and higher cognitive load.
Admins couldn’t update or style workflows without engineering help, slowing iterations and blocking agility.
Results & Impact
Together, these improvements bridged agent and admin workflows — enabling faster resolutions, higher satisfaction, and fewer errors.
The new self-serve Guided Workflow system empowered admins to independently build, style, and deploy flows — reducing engineering dependency while giving teams full control over customization and reporting.
↑50%
Agent Efficiency
↑32%
Customer Satisfaction
↓40%
Manual Errors
How might we streamline complex workflows so support teams can focus on customers — not tools?
AI-powered Guided Workflows that automated repetitive steps and surfaced real-time suggestions — allowing agents to complete complex tasks without leaving the conversation.
A new no-code builder enabled administrators to design and style workflows independently within Sprinklr’s Application Manager.
A Flow That Wasn’t Flowing
Observing where flow broke for both agents and admins. I shadowed real-time chats and admin setups, mapping every pause, search, and workaround.
Agents lost focus mid-conversation; admins lost agility in maintenance. Each gap revealed where guidance—not more tools—was needed.
“Even small changes to workflows needed engineering help — it slowed us down every time.”
-Admin
“I’d lose my place mid-chat while switching tabs — it broke my rhythm with the customer.”
-Agent
Insights
Finding Where AI Could Step In- and When It Shouldn't
Through observation, it became clear that not every problem needed a new feature — some needed quiet intelligence. AI could step in where repetition and hesitation lived: auto-filling data, updating tickets, or surfacing next-best actions in real time.
For agents, it meant maintaining focus without breaking conversation flow.
For admins, automation became a way to scale consistency and reduce engineering dependency—without losing creative control.
Opportunity
Turning Insight into Flow
Research
A Flow That Wasn’t Flowing
Observing where flow broke for both agents and admins. I shadowed real-time chats and admin setups, mapping every pause, search, and workaround.
Agents lost focus mid-conversation; admins lost agility in maintenance. Each gap revealed where guidance—not more tools—was needed.
“Even small changes to workflows needed engineering help — it slowed us down every time.”
-Admin
“I’d lose my place mid-chat while switching tabs — it broke my rhythm with the customer.”
-Agent
Insights
Finding Where AI Could Step In- and When It Shouldn't
Through observation, it became clear that not every problem needed a new feature — some needed quiet intelligence. AI could step in where repetition and hesitation lived: auto-filling data, updating tickets, or surfacing next-best actions in real time.
For agents, it meant maintaining focus without breaking conversation flow.
For admins, automation became a way to scale consistency and reduce engineering dependency—without losing creative control.
Opportunity
Turning Insight into Flow
Designing Guidance That Felt Like Second Nature
Designing for two roles meant balancing precision with empathy. Through quick sketches and mid-fi explorations, I tested how guidance could feel intuitive for agents and flexible for admins. Each iteration brought more clarity and ease to both experiences.
Agent
Admin
Bringing Calm to Complexity
With limited time before handoff, I focused on internal design reviews and motion refinements to ensure clarity and flow.
Progress indicators, collapsible modals, and simplified copy were tested internally to help agents stay focused and help admins edit workflows with confidence.
I also outlined key usability testing goals for future iterations — including cognitive load, completion time, and overall clarity — to guide validation once live data becomes available.
Layering Emotional Intelligence Into Agent Assist
As the system became smoother and more intuitive, the next challenge was to make it more emotionally aware — helping AI understand not just what was said, but how it was said.
I designed the foundation for this sentiment and compliance system, which was later integrated into Sprinklr’s AI Care platform.
View live feature on Sprinklr here and here!
This project pushed me to think beyond just clean UI. It was about designing calm into complexity—making a product feel less overwhelming for agents who live in it every day. I learned how accessibility, microcopy, and systems thinking can quietly shift how people work and feel.
Next Steps
Run deeper usability testing to catch the invisible friction points.
Build a UX writing style guide to scale clarity across workflows.
Partner with engineering to bring advanced accessibility features like screen reader support into the product.
Key Takeaways
Accessibility reshaped the experience.
Small tweaks in contrast and sizing made workflows feel calmer and faster for agents.
Words outperformed features.
Clear, actionable microcopy unlocked more ease than heavy UI changes ever could.System thinking > screen thinking.
Designing for both admins and agents pushed me to build for scale, not just aesthetics.
Designing Guidance That Felt Like Second Nature
Designing for two roles meant balancing precision with empathy. Through quick sketches and mid-fi explorations, I tested how guidance could feel intuitive for agents and flexible for admins. Each iteration brought more clarity and ease to both experiences.
Agent
Admin
Layering Emotional Intelligence Into Agent Assist
As the system became smoother and more intuitive, the next challenge was to make it more emotionally aware — helping AI understand not just what was said, but how it was said.
I designed the foundation for this sentiment and compliance system, which was later integrated into Sprinklr’s AI Care platform.
View live feature on Sprinklr here and here!
This project pushed me to think beyond just clean UI. It was about designing calm into complexity—making a product feel less overwhelming for agents who live in it every day. I learned how accessibility, microcopy, and systems thinking can quietly shift how people work and feel.
Key Takeaways
Accessibility reshaped the experience.
Small tweaks in contrast and sizing made workflows feel calmer and faster for agents.
Words outperformed features.
Clear, actionable microcopy unlocked more ease than heavy UI changes ever could.System thinking > screen thinking.
Designing for both admins and agents pushed me to build for scale, not just aesthetics.
Next Steps
Run deeper usability testing to catch the invisible friction points.
Build a UX writing style guide to scale clarity across workflows.
Partner with engineering to bring advanced accessibility features like screen reader support into the product.
I’m just an orbit away — let’s shape what’s next!
Open to full-time roles, new ideas, collaborations, and connections 🧋☺️
© 2025. Designed by Anuri Shah
I’m just an orbit away — let’s shape what’s next!
Open to full-time roles, new ideas, collaborations, and connections 🧋☺️
© 2025. Designed by Anuri Shah
I’m just an orbit away — let’s shape what’s next!
Open to full-time roles, new ideas, collaborations, and connections 🧋☺️
© 2025. Designed by Anuri Shah