Christy Zo

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czo@andrew.cmu.edu

Slack Smart Threads

AI-powered thread suggestions to expedite communication on Slack

In the course Design for AI Products, I had the opportunity to design utilizing Natural Language Processing to improve productivity on Slack. Smart Threads help users find the right people and information without the need to search through channels of conversation or ask redundant questions that have already been answered.

Timeline

Mar 2023

Roles

UX Designer

Tools

Figma

Team

Anthony Teo

Diana Wang

Moulya Sudhir

Malay Agrawal

Chloe Wang

Tools

Client

Human-centered Design

City of Bridges
High School

This project's prompt on enhancing an existing product using Natural Language Processing. While ideating on design opportunities, I suggested improving Slack's communication organization with the help of AI.

Streamlining communication

Streamlining communication

with

Smart Threads

with

Slack Smart Threads uses Artificial Intelligence to find relevant threads
and contacts to streamline the communication process for users.

Slack Smart Threads uses Artificial Intelligence to find relevant threads and contacts to streamline the communication process for users.

Slack Smart Threads uses AI to find relevant threads and contacts to streamline the communication process for users.

How current users are navigating a heavy Slack channel…

125

125

125

Slack messages received everyday by average user

Slack messages received everyday by average user

Slack messages received everyday by average user

60%

60%

60%

users spend more time on
searching for information than answering messages

users spend more time on
searching for information than answering messages

users spend more time on
searching for information than answering messages

20%

20%

20%

of screen time spent finding internal information or colleagues who can help with specific tasks

of screen time spent finding internal information or colleagues who can help with specific tasks

of screen time spent finding internal information or colleagues who can help with specific tasks

How current users resolve an inquiry is
time-consuming and inefficient.

How can we utilize Natural Language Processing to help users communicate in an efficient and personalized manner?

How can we utilize Natural Language Processing to help users communicate in an efficient and personalized manner?

Using AI to accurately suggest relevant
conversations and contacts to reach out to.

Augmenting to Slack's existing interface

Upon typing a question, sentence, or topic, Smart Threads will immediately
catch relevant threads and profiles that user can reference and reach out to.

Icon Development

Smart Threads Icon

The Smart Threads icon takes inspiration from Slackbot + sparkle, often used to represent AI capability.

Unselect keywords for specified results

Users can select or unselect keyword tags to specify Smart Thread results.

Smart Threads

Are there printers on campus in the Tepper building?

Smart Threads is picking up on these keywords...

Printer

Tepper

Location

Campus

Suggested Contact(s):

Nick S.

Tech Manager

Answered 6 questions related to printing

Sam Chang

Office Assistant

Answered 3 questions related to printing

Suggested Thread(s):

Matthew

10 days ago

@general There are new printers on Campus!
Check out this map. https://tef.andrew.cmu.edu/PrinterStats/All/

Johnathan K.

2 days ago

The campus location is far.

Nick S.

10 days ago

@general I’ll be fixing the printers in Tepper.

Smart Threads

Are there printers on campus in the Tepper building?

Smart Threads is picking up on these keywords...

Printer

Tepper

Location

Campus

Suggested Contact(s):

Nick S.

Tech Manager

Answered 6 questions related to printing

Sam Chang

Office Assistant

Answered 3 questions related to printing

Suggested Thread(s):

Matthew

10 days ago

@general There are new printers on Campus!
Check out this map. https://tef.andrew.cmu.edu/PrinterStats/All/

Johnathan K.

2 days ago

The campus location is far.

Nick S.

10 days ago

@general I’ll be fixing the printers in Tepper.

Demo-able!

Autofill messages based on Smart Threads input

When you message someone from Smart Threads, Slack will copy your original question
to your clip board to autofill the message, so you don't have to do it again.

When you message someone from Smart Threads, Slack will copy your original question to your clip board to autofill the message, so you don't have to do it again.

Reset

Smart Threads

Are there printers in the Tepper building?

Smart Threads is picking up on these keywords...

Printer

Tepper

Location

Campus

Suggested Contact(s):

Decio Emanuel

Tech Manager

Answered 10 questions related to printing

Jot something down

Reset

Smart Threads

Are there printers in the Tepper building?

Smart Threads is picking up on these keywords...

Printer

Tepper

Location

Campus

Suggested Contact(s):

Decio Emanuel

Tech Manager

Answered 10 questions related to printing

Jot something down

Demo-able!

Reduce Inference Errors

Users can dislike unrelated threads on hover, which further trains the algorithm's accuracy

Users can dislike unrelated threads on hover, which further trains the algorithm's accuracy

Suggested Thread(s):

Jonathan K.

5 days ago

Are there printers near the Upitt campus?

Matthew

10 days ago

@general There are new printers on Campus! Check out this map. https://tef.andrew.cmu.edu/PrinterStats/All/

Nick S.

10 days ago

@general I’ll be fixing the printers in Tepper.

Demo-able!

How can this help Slack?

Easy integration, improved retention

Low risk

Smart Threads does not detract from the way users interact with Slack. As the AUI requires minor additions to the current interface, there is little technical difficulty for implementation.

High value

Smart Threads reduces repetitive conversations and help users to stay on the most up-to-date information. This way, Slack could increase retention and user satisfaction.