With no onboarding workflow,

Thread's Customer Success Managers had to set up multiple hour long calls with new MSPs and walk them through setting up Triage Agent, one of Thread's Pro plan offerings that handles incoming IT requests by communicating with clients before handing the issue off to a technician.

To implement a more guided approach to facilitate ease and self-service, I worked with the team to add a feature that used AI to simulate a conversation between the triage agent and a sample client based on the MSP's most common IT issues (that we also analyzed and identified). From there, the user could review and provide feedback that the AI model used to update its behavior dynamically. The loop of reviewing, providing feedback, and testing repeated three times to create stickiness and increase familiarity with a new tool without adding too much cognitive load.