Summary
AI features were being shipped as isolated capabilities — impressive in demos, but unclear in real workflows.
Users didn’t know when to use AI, what it was doing, or how to trust the output. Prompts lived in disconnected surfaces. Results lacked context. Teams struggled to explain value beyond “we added AI.”
As pressure grew to infuse intelligence across the platform — not just bolt it on — we needed a clearer mental model for how AI fit into everyday work, within real technical and data constraints.
This work established an AI interaction framework and intelligence layer that aligned user intent, system capability, and trust — and became the foundation for future AI initiatives across Search, Coaching, and Meetings.
