AI Dispatch

Designed a centralized AI-powered call directory and escalation workflow system that helped SOC analysts and MSP administrators manage critical response coordination across enterprise environments.

  • Centralized priority contact management

  • AI-assisted escalation workflows

  • Enterprise dispatch coordination

  • Operational workflow simplification

Challenge

The goal was to create a centralized Call Directory that enabled MSP administrators and MDR SOC analysts to manage prioritized escalation workflows independently from general user management. Existing workflows frequently reordered contacts unintentionally, creating operational inconsistencies, delayed communications, and reduced reliability during critical incident response.

Key Pain Points

  • Prioritized escalation management

  • Stable contact ordering independent from user provisioning

  • Support for multi-tenant and co-managed environments

  • Reduced manual overhead for SOC response coordination

System Transformation

Original/manual workflow foundation

Evolved AI Dispatch workflow

The original workflow combined contact management and call tree administration into a single experience, creating operational complexity, navigation friction, and scalability issues for dispatch teams. The redesign separated these into distinct yet connected workflows, allowing users to manage contacts independently from escalation routing and dispatch configuration.

The platform evolved from a basic contact management tool into a centralized AI-assisted dispatch system. The redesigned experience unified call routing, escalation management, operational visibility, and intelligent workflow automation into a scalable enterprise solution optimized for high-volume incident response and rapid decision-making.

Improvements

  • Centralized call directory management

  • Unified dispatch workflows

  • Improved system visibility

  • Scalable enterprise workflow foundation

Key Workflow Improvements

Contact Management

All Contacts Added

Auto-Fill Empty State

Single Contact Added

Add All Contacts Confirmation Modal

Designed a centralized contact management workflow that simplified escalation coordination, improved operational visibility, and reduced manual administrative effort across enterprise support teams.

Key Improvements

  • Centralized contact directory management

  • Simplified escalation coordination

  • Improved real-time operational visibility

  • Streamlined administrative workflows

  • Scalable enterprise management patterns

AI Automation

Introduced AI-assisted dispatch workflows designed to support real-time escalation coordination and intelligent routing across enterprise support operations

Key Capabilities

  • AI-assisted dispatch recommendations

  • Intelligent escalation routing

  • Real-time operational monitoring

  • Automated workflow support

UX Process

Feature Introduction & Setup
Returning-user onboarding flows introducing the new Call Directory feature, including guided setup, auto-populated contacts, and manual configuration.

Bulk Contact Operations
Prototype showing how administrators add and manage escalation contacts in bulk across tenant environments.

Conflict & Priority Handling
Prototype showing how the system protects escalation chain integrity through priority-order warnings and safeguard messaging.

The solution was developed through iterative stakeholder collaboration, workflow testing, and sprint validation to ensure the experience aligned with real SOC escalation and MSP administration workflows.

  • Conducted stakeholder interviews with SOC teams and MSP administrators

  • Designed and tested escalation workflows for operational clarity

  • Iterated on contact prioritization and dispatch management patterns

  • Validated usability through sprint demos and prototype walkthroughs

  • Collaborated with engineering teams through deployment readiness and QA review

Focus Areas

  • Enterprise workflow analysis

  • UX strategy & stakeholder alignment

  • Design system integration

  • Interactive prototyping & sprint validation

  • SOC workflow optimization

Impact

The redesigned experience improved operational clarity, simplified escalation workflows, and established a scalable foundation for AI-assisted enterprise dispatch management.

Outcomes

  • Improved workflow efficiency

  • Increased operational visibility

  • Reduced manual coordination

  • Scalable enterprise workflow architecture