How we won a $1M deal while cutting voice agent setup time by 73%

6 mins read

Led the evolution of JustCall's AI Voice Agent platform during a critical growth phase, shipping 15+ capabilities across growth, monetisation and core workflows before redesigning onboarding to improve agent creation and time-to-value.

Role:Design Owner

Collaborators:Ayush Sharma (Product)

Timeline:4 months

Project Type:1-10, AI & Voice Agents

Outcome

Scaled AI Voice Agent platform to support enterprise growth, then redesigned onboarding to dramatically improve activation and time-to-value.

1. Scaling the Platform

To support enterprise demand and a $1M customer opportunity, I partnered with Product to ship 15+ capabilities across monetization, automation, routing, knowledge management and core workflows.

Scale outcomes

$1MEnterprise opportunity

supported through critical platform improvements

15+capabilities shipped

across growth, monetization & core workflows

2. Reducing time-to-value

As the platform grew, onboarding became a bottleneck. I led a redesign of the agent creation journey that increased setup completion by ~60% (30% to 48%) and reduced time-to-create, test and launch the agent by 73% (11 mins to 3 mins).

Redesign outcomes

~60%increase

in overall agent setup completion

~73%faster

in time to create, test and launch an agent

Context / Problem

Customer support, sales and operations teams use AI Voice Agents to automate customer-facing conversations. Following the success of Emma, I joined the AI Voice Agent team with my product manager. Demand was growing rapidly, but the product was struggling to keep pace with increasingly complex customer requirements. At the same time, we were under pressure to secure a $1M enterprise opportunity, making it critical to quickly improve the platform's capabilities and reliability while supporting a growing customer base.

Solution

A high-value enterprise opportunity introduced new requirements that the existing product could not fully support. To meet those needs, I partnered closely with Product to expand the platform's capabilities, shipping 15+ features across core agent workflows, knowledge, automation and monetization.

Highlights of a few features we shipped:

Core agent capabilities

Agent personalizationSmart actionsKnowledge basesAppointment schedulingAutomated SMS workflows

Growth & Monetization

Pay-as-you-go and commitment modelsActivation nudgesPricing plan improvements

Snapshots

As these capabilities were added, the issues we anticipated became more pronounced, reinforcing our case to prioritize a product revamp. To understand where users were struggling, I analyzed 50+ Smartlook session recordings alongside Amplitude data.

Conversion and stepwise drop-offs

Time-to-value increased as functionality expanded

Users struggled to understand where to begin

Configuration was spread across multiple surfaces

Critical setup steps were frequently missed

Rather than improving individual screens, I formed hypotheses around how onboarding was breaking under the weight of product growth. I mapped the entire creation journey and spent a week validating where the biggest opportunities were. The goal was simple: rethink the journey around getting an agent live as easily as possible.

The resulting experience:

Organized agent workspace with templates for easier starting points

Identity and knowledge configuration with defaults

Greeting, call flows and closing handled in one place

Actions to drive the agent during and after calls

Power-user configuration available without cluttering the core journey

Organized agent workspace with templates for easier starting points

Impact

The redesign made AI Voice Agent setup faster, easier to complete, and easier to scale.

Agent creation completed

~60%increase

in overall agent setup completion

~73%improvement

in time to create, test and launch an agent

More importantly, the new onboarding framework gave a rapidly growing product a simpler foundation to build on.

Thanks for reading!