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Quickbooks x AI
AI powered virtual assistant empowering business owners to streamline operations and drive revenue
🏢 Company
Intuit
🗓 Duration
6 months (FY25 Q1-2)
👨🏻💻 Role
Design lead
🧐 Responsibilities
Research, Product Strategy, Design
👨👩👧👧 Team
PM, Engineers, Marketing
OVERVIEW
I led the design of QuickBooks' AI-powered virtual assistant for customer management, which significantly accelerated revenue opportunities and boosted lead generation for small businesses.
CONTEXT
Launched in 2023🚀, QuickBooks CRM is a customer management tool designed to help small business owners manage customers, communicate effectively, nurture them, and ultimately close deals to drive revenue.
PROBLEM
Inefficient and manual
customer management
hindered growth
FY24
Business Impact
Business owners struggled with manual customer management as they started to grow into medium-sized businesses. The time-consuming management became a roadblock for them as it held back their growth and damaged their customer relationships.
This led to a decline QBO customer retention, engagement, and MAUs, because it was inefficient and unscalable for managing their customers and sales process
SOLUTION
Launched an AI-powered "Customer Agent" GA in July 2025 🚀, a proactive virtual assistant that saves businesses significant time and streamlines operations. It manages customer interactions and suggests strategic next steps, ultimately making it easier for them to run and grow their business.
IMPACT
Beta (April-June)🚀
Business Impact
During the beta phase (April - June), we saw dramatic usage of our AI Customer agent. Business owners experienced a significant decrease in the time they spent on endless email exchanges, creating invoices, and the manual hassle of importing customers.
⬇️ LET's DEEP DIVE INTO USER FLOWS ⬇️
AGENT FINDS CUSTOMERS FROM CONNECTED SOURCES FOR YOU
Before, business owners manually imported scattered customer data from various sources in Quickbooks.
Now, our Customer Agent automatically finds and consolidates their customers. We've gamified the agent's trust-building process, asking customers to train their agents by marking customers as correct or incorrect. This approach has led to an impressive 98% accuracy rate and shown a 38% reduction in time spent on customer imports.
AGENT DRAFTS EMAILS FOR YOU BASED ON PAST EMAILS
Before, business owners dedicated a considerable amount of time communicating back and forth with customers. Once manageable with few customers, it became overwhelming as the customer base grew.
Now, our Customer Agent smartly drafts emails for them, even offering different tone options for quick review and sending. This feature has been adopted incredibly fast, cutting the time spent on emails by a remarkable 64%.
AGENT DRAFTS INVOICES FOR YOU
Before, business owners once spent a lot of time manually creating invoices from scratch based on many customer interactions and service details This process was error-prone and time-consuming
Now, our Customer Agent automatically drafts invoices. It pulls information directly from emails, client relationships, and the full interaction history. This feature has also seen high adoption, leading to a 32% decrease in the time spent on creating invoices.
THANK YOU!
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