Role
Design DRI
Responsibilities
E2E design, strategy
Team
PM, 4 Eng Teams, AI/NLP
Duration
Oct 2025–May 2026
Phase I
AI Agent
Studio
Problem space:
Dialpad has long been at the forefront of AI-powered communications, but the rise of Agentic AI fundamentally expanded what was possible. While agents benefited from AI-assisted workflows, they still spent significant time handling repetitive requests that could be resolved through self-service experiences or autonomous workflows. At the same time, fully agentic customer support experiences were still an emerging frontier, leaving businesses without a scalable way to automate customer journeys while keeping human agents focused on more complex issues.
Solution opportunity:
Bring Agentic AI into customer support by enabling businesses to create autonomous workflows that can understand customer needs, resolve routine requests, and intelligently route conversations to human agents when their expertise is needed most.
Main experiences
Impact
Agent Studio has become Dialpad's #1 company priority and the foundation for every AI Agent experience across the platform. Today, 100% of customers using Dialpad's agentic offerings rely on Agent Studio to create, manage, and optimize their AI agents.
Even in its early stages, the product has generated over $4.5M in new ARR, evolving from initial demos into one of the company's fastest-growing revenue drivers and a key pillar of Dialpad's AI strategy.
“Agent Studio is the most beautiful product Dialpad has ever built!”
Shezan Kazi - VP, AI Product, Dialpad
All metric data has been rounded to protect confidential information.
Learnings
Embrace ambiguity
This was the most ambiguous project of my career. Priorities shifted daily, AI capabilities evolved weekly, and the pace of innovation often moved faster than our ability to build. I had to adapt quickly, learn new tools, and become even more comfortable making decisions without having all the answers.
Prototype the future
One of my biggest takeaways was learning how AI can influence product strategy. Instead of asking stakeholders to imagine a future experience, I could quickly prototype working concepts with real data and bring them directly to customers and leadership. This changed the conversation from "What if?" to "What should we build next?" and gave me a greater voice in shaping the roadmap.
Rethink the craft
This project challenged many of the design practices I had relied on throughout my career. Rather than holding onto the status quo, I learned to embrace new tools, new workflows, and new ways of building. Designing AI products taught me that staying adaptable is just as important as mastering the fundamentals.