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Transforming CRM workflows with AI-powered summaries to save time and drive precision, helping the Investor Relations team quickly understand potential investors’ needs.
Problem
Problem
Investor Relations (IR) teams are responsible for building strong relationships with potential investors, understanding their needs, and identifying patterns in investment behavior to help their companies make strategic decisions. However, during busy seasons like earnings calls, IR teams often face back-to-back meetings and long email chains, leaving little time to take detailed notes and analyze them effectively.
Solution
Solution
To solve this, we integrated AI into the CRM used by IR teams. The AI leverages meeting transcripts, customer notes, and email content to generate concise summaries that highlight key points from interactions. This feature, accessible within the CRM’s interaction view, allows IR teams to quickly understand investor needs without manual analysis, saving time and improving decision-making.
Impact Metrics
Impact Metrics
Positioned the platform as the only IR tool with AI-powered summaries.
Reduced post-interaction analysis time by 10 minutes per meeting.
Enabled IR teams to focus on strategic decision-making rather than administrative tasks.
My rol
My rol
I identified opportunities to integrate AI in a meaningful way for IR teams. Through customer interviews and collaboration with the product and development teams, I ensured the AI-powered feature directly addressed customer pain points while maintaining usability and trust.
What I did
What I did
Conducted customer interviews to understand CRM usage and pain points.
Collaborated with product to define effective AI prompts for accurate summaries.
Designed the user interface, including features like “Refresh,” “Edit,” and “Manual Summary” options, to give users control over the output.
User Research Insights
User Research Insights
During busy seasons like earnings, IR teams struggle to keep up with note-taking and analysis due to packed schedules. They wanted tools that reduced effort, saved time, and let them focus on investor insights. Customers were particularly frustrated with the manual effort required to organize information post-meeting.
IR Ecosystem Background
IR Ecosystem Background
The company offers a suite of applications tailored for IR teams, including tools for document sharing, engagement analytics, CRM, and a virtual events platform. Since all these apps are part of the same ecosystem, we collaborated with internal teams to integrate AI seamlessly. Even customers using third-party platforms could copy their notes into the CRM and benefit from the feature, ensuring everything stayed centralized.
Design Challenges
Design Challenges
Tech-Savvy Hesitation: Many customers were not familiar with AI, leading to trust issues.
AI Accuracy: Early iterations of the AI summaries generated inaccurate information (“hallucinations”), requiring several prompt refinements.
Multi-Source Inputs: The feature needed to work for transcripts, emails, and notes while clearly showing their origin.
Final Solution Highlights
Final Solution Highlights
Provided the option to manually create summaries for customers hesitant to use AI.
Added an “Edit” option, allowing users to fine-tune the AI-generated summaries.
Designed a “Refresh” button for updates if new data became available.
Created clear prompts and tooltips to build trust and guide non-tech-savvy users.
Key Takeaways
Key Takeaways
Introducing AI as a competitive differentiator required aligning product, design, and development to identify the most impactful use case for customers.
Connecting applications within the ecosystem enhanced the user experience, demonstrating how collaboration between tools can benefit customers.
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