Sciene / Companion · 2025-2026

AI-assisted replies, with the CSM in control

I designed Email Hub to help CSMs triage conversations, review drafts, and respond with account context.

Sole Product Designer · Web App (Enterprise SaaS)

My contribution: CSM research, interaction design, React prototypes, the design system, and rollout follow-through.
Team: AI Engineers, Developers, Product, CSMs, Directors

Shipped: draft triage, account context, and the writing assistant

A draft the CSM still controls

In Email Hub, CSMs triage conversations and respond with drafts grounded in client and advertiser data. I designed the draft states, the context selection, and the writing assistant. These features shipped.

Email Hub inbox: draft states, client and advertiser context, and controls for reviewing the reply.

A ready draft, a partial draft, and a conversation requiring review need different amounts of attention. Making that distinction visible was part of triage. The CSM could also change the client or advertiser used as context, regenerate the draft, and edit the reply.

Revise a passage without rewriting the whole message

The writing assistant lets the CSM select a passage, request a revision, and replace only the selected text. The suggestion stays separate from the message until the CSM chooses to use it.

Reply draftIllustrative example

Client:Aven Supplements

Dear team,

I wanted to reach out regarding the upcoming project deadline and share some important updates that will affect our timeline.

We can review the next steps in our meeting.

AI writing assistant

Selected text

I wanted to reach out regarding the upcoming project deadline and share some important updates that will affect our timeline.

Make shorter

Reconstructed from Email Hub screens. The suggestion and animation timing are illustrative. No message is sent.

Our target was to handle 80% of routine threads in under two minutes each. That was a design target, not a measured result.

Deciding how far AI can go

I developed a three-tier model with the team to guide these decisions. Assist surfaces what needs attention. Advise proposes an action, such as a draft, that the CSM can accept, edit, or reject. Act performs tasks within defined bounds, such as grouping recurring flags. Generating a draft does not authorize the system to send it.

Those boundaries also apply across modules: resolving an email thread does not resolve the account flag. They are different signals and need to retain their own states.