Call Directory & AI Dispatch

Overview

This project focused on modernizing how critical security alerts are routed to the right people by designing a scalable call directory and evolving it into an AI-powered automated dispatch system.

The existing system relied on unstable user lists that frequently changed and disrupted escalation order. This created delays, confusion, and increased risk during high-pressure incidents.

I led the design of a centralized Call Directory system and extended it into an AI-powered automated dispatch experience, creating a unified system for intelligent incident response.

Problem

The platform’s contact management system relied on a manual, order-based call tree, which introduced major operational risks:

  • New users were automatically added to the top of the call order, unintentionally disrupting escalation flows

  • Call order dynamically changed as users were added or removed

  • No separation between general users and critical response contacts

  • Lack of prioritization led to misrouted alerts

  • Manual intervention was required to maintain call order

  • Inefficient workflows in multi-tenant and co-managed environments

This resulted in unpredictable escalation paths, delayed response times, and reduced trust in the system.

The original system relied on manual contact ordering, where newly added users were automatically placed at the top—frequently disrupting escalation workflows and introducing risk during critical incidents.

UX Research

To validate the problem and ensure the solution aligned with real-world workflows, I conducted qualitative research and usability testing with end users.

Stakeholder & User Interviews

  • Interviewed multiple SOC analysts and MSP administrators

  • Identified pain points around unstable call order and manual workarounds

  • Observed how teams operate during real-time incident response

Usability Testing

  • Conducted multiple hands-on usability testing sessions

  • Tested call list management, prioritization, and interaction flows

  • Identified friction in contact selection, ordering, and feedback

Key Insights

  • Users needed full control over call priority

  • Speed and clarity were critical during incidents

  • Predictable behavior was essential to build trust

  • Clear separation between users and escalation contacts was required

Goal

Design a system that:

  • Establishes a stable, prioritized call hierarchy

  • Separates critical contacts from general users

  • Enables fast, reliable escalation workflows

  • Scales across MSP and multi-tenant environments

  • Enables AI-driven automated dispatch and intelligent escalation

My Role

Lead Product Designer

  • Led end-to-end UX strategy and execution

  • Defined system architecture and interaction models

  • Designed scalable UI patterns and workflows

  • Collaborated with Product, Engineering, and SOC stakeholders

  • Translated business, legal, and technical constraints into UX solutions

Approach

1. System Separation

I separated the Call Directory from the User Management system to eliminate instability and create a dedicated space for prioritized contact management.

This ensured predictable system behavior and created the foundation required for automation.

A dedicated Call Directory was introduced with a guided empty state, allowing teams to build structured, prioritized contact lists independent of user management.

2. Structured Call Hierarchy

I designed a priority-driven contact system that gives teams full control over escalation order:

  • Explicit ordering of contacts

  • Drag-and-drop prioritization

  • Controlled list size for escalation

  • Support for internal and external contacts

This allowed teams to define exactly who should be contacted and in what order, eliminating ambiguity during critical incidents.

3. Scalable Contact Management

I designed complete interaction flows to support real-world contact management at scale:

  • Search and quickly add contacts from existing users

  • Add and manage external contacts

  • Bulk selection and batch actions

  • Conflict handling and validation states

  • First-time setup and ongoing management

These workflows ensured consistency, accuracy, and reduced manual effort across environments.

Search-driven workflows enable teams to quickly find and add contacts, streamlining contact management and reducing manual effort across large datasets.

4. Feedback & System Clarity

I introduced standardized feedback patterns:

  • Toast messaging for success and error states

  • Undo actions for destructive changes

  • Clear, concise system responses

This improved usability and reduced confusion during critical workflows.

5. Enterprise-Ready UX

The system was designed for:

  • MSP administrators managing multiple tenants

  • SOC analysts operating in high-pressure environments

  • Co-managed customer scenarios

It supports clear workflows, predictable behavior, and reduced cognitive load during incidents.

Solution

The Call Directory delivers:

  • Centralized, prioritized contact directory

  • Stable escalation order with no auto-reordering

  • Drag-and-drop priority management

  • Internal and external contact support

  • Fast, action-oriented workflows

  • Seamless platform integration

Impact

  • Eliminated unstable call hierarchy issues

  • Reduced time to identify correct contacts

  • Improved incident response efficiency

  • Increased usability across teams

  • Enabled AI-driven automateddispatch and improved escalation efficiency

Phase 2: AI Automated Dispatch

Overview

As part of this system, I designed an AI-powered automated dispatch experience to streamline communication during critical incidents.

The system automates outbound calls by identifying the right contacts, generating contextual messaging, and initiating communication without manual intervention.

AI-Powered Dispatch & Real-Time Escalation

AI-powered dispatch routes alerts, tracks outcomes, and escalates incidents in real time.

The AI-powered dispatch system introduces real-time automation into incident response workflows:

  • Automatically routes alerts to prioritized contacts

  • Tracks outcomes (Connected, Voicemail, No Answer)

  • Dynamically escalates when contacts are unreachable

  • Enables fast, reliable response during critical events

Why This Matters

Without a structured Call Directory:

  • Contact prioritization becomes unreliable

  • Escalation workflows break down

  • Automation introduces risk instead of efficiency

The Call Directory acts as the foundation that enables AI to make accurate, reliable decisions.

AI System Design

The AI dispatch system is powered by a unified architecture that transforms a static contact list into an intelligent, real-time escalation engine.

At its core:

  • Call Directory as the single source of truth
    A structured, priority-driven contact system ensures consistent and reliable escalation paths across all incidents.

  • Automated routing logic
    Alerts are dynamically routed based on severity, contact priority, and availability—removing the need for manual intervention.

  • AI-generated messaging
    Context-aware notifications are generated based on incident type, enabling faster understanding and response by recipients.

  • Real-time escalation engine
    The system continuously evaluates outcomes (Connected, Voicemail, No Answer) and automatically escalates to the next contact when needed.

This architecture shifts incident response from a manual, error-prone workflow to a scalable, intelligent system capable of handling real-world operational complexity.

Key Capabilities

  • Automated outbound calls during incidents

  • AI-generated summaries for call messaging

  • Role-based contact selection

  • Escalation workflows if contacts do not respond

  • User interaction to connect with SOC

UX Challenges Solved

Trust & Transparency

Designed clear visibility into AI decisions so users understand who is being contacted and why.

Configuration Complexity

Created intuitive controls for enabling, configuring, and managing automated dispatch.

Legal & Compliance

Designed opt-in and opt-out experiences to support consent, auditing, and regional requirements.

My Role

  • Designed AI-assisted workflows and interaction models

  • Defined system logic and user controls

  • Created UX for configuration, activation, and monitoring

  • Collaborated across Product, Engineering, and Legal

Status

  • Call Directory: Complete and deployed

  • AI Automated Dispatch: Designed and nearing implementation

Final Takeaway

This project demonstrates my ability to design systems that evolve from manual workflows into intelligent automation.

I didn’t just design a feature—I designed a scalable system that enables AI-driven operations in complex enterprise environments.