Case Study
Driving compliance efficiency through AI-powered agents
In this case study, I’ll share how we designed AI-powered agents to automate compliance workflows, reducing manual work and helping compliance teams scale efficiently — all while maintaining trust and transparency through thoughtful AI-UX patterns.
Jones, a compliance management platform helping companies track and verify Certificates of Insurance (COIs).
The team
This project was a collaborative effort between a Product Manager, Product Designer, and Full-Stack Engineer. We held weekly check-ins, maintained continuous feedback loops, and worked closely together to refine both usability and technical implementation.
My role
As a designer, I led user research, wireframing, prototyping, usability testing, and final UI design, delivering an intuitive and scalable user experience.
What’s the problem?
What’s the opportunity?
This project presented an opportunity to transform a manual-heavy compliance platform into an AI-driven solution, where automated agents handle repetitive tasks such as document collection, auditing, and notifications. By introducing automation, we aimed to streamline operations, reduce costs, and create a scalable foundation that could support a growing customer base without adding to operational overhead.
Our goals for this project were to:
- Improve operational efficiency
- Increase compliance rate
- Appeal to potential new customers
My research process
User interviews
Through a series of user interviews and sessions with CSMs, I gathered insights from property managers managing compliance for portfolios spanning multiple properties. I structured interviews around key questions such as:
- How do you currently track vendor compliance across multiple properties?
- What challenges do you face in ensuring compliance rates remain high?
- How do you identify at-risk vendors, and what actions do you take when a vendor is non-compliant?
- What kind of compliance insights would help you make better decisions?
- Are there any reports or dashboards you currently use? What do you like/dislike about them?
“In one of my properties, I manage over 3,000 vendors, and to track compliance, I have to check each one manually. It’s incredibly time-consuming, and I often feel like I’m wasting time reviewing vendors who are already compliant. It would be helpful to have an indicator or a tool that highlights only the vendors that require my attention right now.”
- K., Property Manager
“My biggest challenge is keeping compliance rates high across all our properties. If vendors aren’t meeting requirements, we’re taking on unnecessary risk—and right now, I don’t even have an easy way to track that.”
-J., Property Manager
JTBD is the Why, UX Persona is the Who
Property owner
about
goals
- Minimize liability
- Increase Net Operating Income
Property manager
about
goals
- Improve operational efficiency
- Increase compliance rate
Desk research
Although I had prior experience designing dashboards, I always look for new trends and best practices. By diving into articles on UX Planet, NN and Medium, I found fresh ideas that helped me refine the dashboard’s structure and usability.
Market research
During my competitive analysis, I evaluated platforms like NetVendor, SmartCompliance, and Enterprise Risk Control. None provided the intuitive, data-driven visualizations our users needed. Seeking inspiration, I analyzed modern data-heavy platforms like Zendesk and Mixpanel to identify best practices.
SmartCompliance
Enterprise Risk Control
Checkr
NetVendor
Key takeaways:
- Compliance status rates should be visible overall and by property.
- Collection and compliance rates should be displayed prominently at the top.
- Filtering options for property name and status were crucial.
- COI expiration tracking would improve renewal management.
- Future scalability should include tabbed navigation.
Wireframing
Problem: Property managers are swamped with a high volume of notifications from both the Jones platform and vendors, making it time-consuming to craft responses.
Solution: To streamline this process, I introduced the smart compose button, which leverages AI to analyze the entire notification thread and generate contextually relevant suggested responses. For the MVP, we focused on the "Explain the Gap" feature. When activated, the AI analyzes the thread and provides a pre-drafted response directly in the reply field.
Dashboard information architecture
Problem: Vendors often send COIs via email, requiring property managers to manually upload these documents into the Jones platform for auditing.
Solution: Our prototype introduces a streamlined process within the task panel. The system automatically identifies vendor records and suggests actions for common tasks, such as managing COIs. Property managers can now directly upload emailed certificates into the system, where they are automatically routed for auditing.
Low-fidelity wireframe
Design challenges
During usability testing, I encountered two major challenges that required adjustments:
Page Length & Scrolling Behavior
The initial wireframe design resulted in a page that was too long, causing users to focus only on the first part of the screen (above the fold) while ignoring important metrics placed further down. To improve usability, we removed additional widgets that weren’t critical, ensuring that key insights remained within the immediate viewport.
Confusing Metrics
One of the widgets, “Collected COI vs Awaiting”, confused users. Many testers struggled to understand what the metric represented and why they were seeing it. Given the lack of clarity and its limited usefulness, we decided to remove this widget entirely, simplifying the dashboard for better comprehension.
By iterating on these findings, we optimized the wireframe layout, ensuring that the most relevant and actionable insights were prioritized, leading to a more effective and user-friendly dashboard.
High-fidelity wireframe
Drill-down filtering
One of the most impactful enhancements I introduced was the drill-down experience. Rather than simply displaying compliance metrics at a high level, I allowed users to click on specific metrics to filter vendors dynamically. This feature provided a more granular level of detail by applying vendor-specific filters, including all relevant compliance conditions, so property managers could quickly focus on vendors requiring immediate attention.
Drill-down page
This interactive approach transformed the dashboard from a static analytics page into a proactive decision-making tool, giving users better control over their compliance workflows and allowing them to act quickly based on real-time insights.
Components and states
Additionally, I created design system components for all widgets, including those planned for future development phases. This ensured consistency across the dashboard while allowing for scalability and seamless integration of upcoming features.
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Components
Impact & Results
Compliance Rate
The introduction of a clear overall and property-specific compliance status led to a 12% increase in compliance rates across pilot users within the first quarter.
Operational Efficiency
With essential metrics like collection and compliance rates prominently displayed, property management teams reported a 30% reduction in time spent managing and verifying COIs.
Business Impact
Feedback from sales teams indicated that the new analytics capabilities increased product demo conversion rates by 15%, positioning Jones as a standout solution compared to competitors like NetVendor and SmartCompliance.
What’s next?
- Tabs for better organization and structure
- More detailed KPIs for Expiration, Coverage and Geography
- Ability to export data
Final thoughts
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Driving compliance efficiency through AI-powered agents
In this case study, I’ll share how we designed AI-powered agents to automate compliance workflows, reducing manual work and helping compliance teams scale efficiently — all while maintaining trust and transparency through thoughtful AI-UX patterns.
Jones, a compliance management platform helping companies track and verify Certificates of Insurance (COIs).
The team
As the lead product designer, I collaborated with three different Fiverr product teams, each comprising a product manager, a designer, several engineers, and a data analyst, to integrate key features they were developing into Seller Plus.
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Fiverr teams
My role
- Conducting user interviews to identify seller pain points and needs.
- Collaborating with CSMs to gather insights and refine feature priorities.
- Defining information architecture and designing user flows.
- Creating wireframes and high-fidelity prototypes to validate concepts.
- Running usability testing to refine designs based on user feedback.
What’s the opportunity?
This project presented an opportunity to transform a manual-heavy compliance platform into an AI-driven solution, where automated agents handle repetitive tasks such as document collection, auditing, and notifications. By introducing automation, we aimed to streamline operations, reduce costs, and create a scalable foundation that could support a growing customer base without adding to operational overhead.
Gigs categories
While this support was valuable, we realized it wasn’t being monetized. Given the competitiveness of the platform and resource constraints, we saw an opportunity to create a premium, subscription-based program—Seller Plus—offering exclusive benefits to our sellers, including personalized support and advanced business tools.
How will we measure success?
- Adoption (onboarded sellers)
- Monthly active sellers
- Average seller earnings
- Program revenues
- Renewal rate
Video
Desk research
Even though I have done dashboard design in the past, I always find something new in resources like Medium or UX Planet. There are always fresh, more convenient, and functional solutions that need to be taken into account.
Among the many articles on this topic, I would like to highlight the following that gave me a great deal of information:
Market research
What’s a Rich Text element?
During my competitive analysis, I discovered many compliance management tools such as NetVendor, SmartCompliance, Enterprise Risk Control, etc. However, none of them offered the comprehensive solution our users were asking for — automatic and easy to understand data visualization.
Given the lack of innovation in the property technology market, I got inspiration from more modern services like Zendesk and Mixpanel — in search of the perfect dashboard.
SmartCompliance
Enterprise Risk Control
Checkr
NetVendor
User research
To ensure our solution effectively addressed the needs of Fiverr sellers, we conducted a survey targeting different seller levels. Our goal was to identify the primary challenges sellers face, their expectations for business growth, and their interest in premium support services.
New Sellers
New sellers, those who had been on Fiverr for less than a year, expressed that their primary challenge was attracting new clients (67%). When asked about tools that could support their success, the most frequently selected option was personalized coaching (58%), followed by marketing tools (45%).
“My biggest challenge is keeping compliance rates high across all our properties. If vendors aren’t meeting requirements, we’re taking on unnecessary risk—and right now, I don’t even have an easy way to track that.”
Level 1 & Level 2 Sellers
For Level 1 and Level 2 sellers, the top challenges shifted towards understanding business performance (52%) and setting the right price for gigs (47%). Many sellers mentioned difficulties in determining competitive yet profitable pricing.
“I wish Fiverr had better tools to show me what pricing strategies work best for my category.”
Top-Rated Sellers
The most experienced group, Top Rated Sellers, expressed less concern about attracting new clients. Instead, they focused on advanced analytics (65%) and marketing tools (58%) to scale their businesses further.
“I already have a steady client base, but I need deeper insights into customer trends and marketing performance.”
Program structure and planning
High level program structure
Problem: Property managers are swamped with a high volume of notifications from both the Jones platform and vendors, making it time-consuming to craft responses.
Solution: To streamline this process, I introduced the smart compose button, which leverages AI to analyze the entire notification thread and generate contextually relevant suggested responses. For the MVP, we focused on the "Explain the Gap" feature. When activated, the AI analyzes the thread and provides a pre-drafted response directly in the reply field.
Information architecture
User flow development
After defining the basic structure and pages, I developed a more detailed user flow. I added entry points leading to the landing page and considered various scenarios for sellers with gigs in different categories.
User flow
Entry points
Problem: Managing multiple insurance documents across various vendors and projects is a cumbersome and error-prone process.
Solution: As part of our future roadmap, we plan to introduce an AI-powered chatbot to handle bulk tasks and provide compliance insights. This chat-based functionality will allow users to collect or upload all required insurance documents in bulk within their user account. Based on the input, the system will generate a comprehensive report, providing a clear overview of compliance status and outstanding tasks.
Earnings page
After successful payment, the users get access to the program page where they can do the following:
Business development
- Ability to select a category-specific manager
- Option to schedule online meetings for business plan creation
Marketing tools
- Tools to manage and send coupons to new and repeat buyers
Analytics
- Features to analyze gig conversion rates
- Advanced order statistics tracking
- Keyword visibility used by buyers to find seller's gigs
Exclusive content
- Access to private webinars and workshops
- Exclusive videos and articles created for Seller Plus members
Program management
- I incorporated an option to unsubscribe at any time
- I redesigned the modal window for changing payment method
Seller Plus program page
The program allows you to unsubscribe at any time.
Manager membership
Also, in addition to the new screens, I redesigned the modal window where the user can change the payment method
Manage payment methods
Impact & Results
Adoption & Engagement
Maintained a 65% monthly active seller rate, indicating consistent program engagement.
Seller Success
Sellers enrolled in the program experienced a 15% increase in average earnings, driven by access to advanced analytics and tailored business support.
Retention & Satisfaction
53% renewal rate, showcasing the program’s value and stickiness among sellers.Positive feedback highlighted the impact of data-driven insights on improving service quality and competitiveness.
What sellers say
Seller Plus sellers have shared their experiences, highlighting the most valuable features and benefits of the program. From personalized business coaching to advanced analytics, sellers have found significant value in leveraging these tools to scale their businesses.
Here are some firsthand testimonials from Fiverr sellers discussing how Seller Plus has helped them grow:
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Driving compliance efficiency through AI-powered agents
In this case study, I’ll share how we designed AI-powered agents to automate compliance workflows, reducing manual work and helping compliance teams scale efficiently — all while maintaining trust and transparency through thoughtful AI-UX patterns.
Jones, a compliance management platform helping companies track and verify Certificates of Insurance (COIs).
What’s the opportunity?
This project presented an opportunity to transform a manual-heavy compliance platform into an AI-driven solution, where automated agents handle repetitive tasks such as document collection, auditing, and notifications. By introducing automation, we aimed to streamline operations, reduce costs, and create a scalable foundation that could support a growing customer base without adding to operational overhead.
Why was this important?
✅ Help sellers improve their gigs → Increase seller success
✅ Reduce repetitive CSM coaching → Improve efficiency
✅ Boost Seller Plus sign-ups → Higher program retention
Constraints
- Needed to cater to both new and experienced sellers.
- Had to align with Fiverr’s branding and UX standards.
- Couldn’t overwhelm sellers with too much data.
User research
To ensure we were designing for real user needs, I conducted qualitative research with Fiverr’s Customer Success Managers (CSMs), who interact with sellers daily.
Key research methods
CSM Interviews → Understanding common seller struggles and success patterns.
Competitive Analysis → Reviewing how other marketplaces present analytics.
User Behavior Analysis → Identifying gaps in current analytics usage.
Insights
- Sellers lacked context on what numbers meant and how to act on them.
- They needed comparisons (e.g., "How do I stack up against top sellers?").
- Keyword optimization was underutilized—sellers didn't know how buyers found them.
- CSMs spent too much time explaining basic metrics that sellers could learn on their own.
Defining the problem (HMW)
Based on our research, we framed key How Might We questions:
- HMW provide sellers with clear, actionable insights rather than just raw data?
- HMW help sellers understand how to optimize their gigs for more sales?
- HMW make CSM coaching more efficient by automating common recommendations?
Dashboard architecture
💰 Business analytics
Seller statistics compared to the selected group (%). Create FOMO, show how much more I can make. Drive people to action.
📊 Traffic analytics
Show different funnels and programs sellers get their orders from. Educate them how to improve their order funnel.
🔍 Keywords (Search)
Show trend in the subcategory so sellers can get more exposure. For Fiverr, the reason is to fill the right shelves in the marketplace.
Problem: Property managers are swamped with a high volume of notifications from both the Jones platform and vendors, making it time-consuming to craft responses.
Solution: To streamline this process, I introduced the smart compose button, which leverages AI to analyze the entire notification thread and generate contextually relevant suggested responses. For the MVP, we focused on the "Explain the Gap" feature. When activated, the AI analyzes the thread and provides a pre-drafted response directly in the reply field.
Performance comparison
All previously locked tabs become available after the user signs up for the program. Each tab contains filters for gigs, as well as a time interval (30-60-90 days). On the Gig performance page, the user gets information about the conversion rate, click-through rate, and a comparison with other sellers in the same business category.
Gig performance
Since Fiver has different channels and labels buyers use to find gigs, I've added relevant widgets to the Orders Breakdown page. If the seller does not have orders from some programs, this should motivate him to participate — for example, Promoted Gigs or Fiverr Business.
Orders breakdown
The third tab, available to Seller Plus members, shows the top key search terms for which users find the seller's gig. For each keyword, the seller can see the number of impressions, clicks, orders, conversion rate, and revenue.
Top keywords
Finally, I updated the UI for the existing homepage in addition to the new analytics categories. I changed and simplified the logic of the Overview widget, added a few filters, and updated the colors so that all the analytics pages look and feel in the same style as the new branding.
Updated overview
Impact & Results
Seller Performance
Sellers using the dashboard saw a 15% increase in order volume within two months.
Gig optimization insights led to a 12% boost in average earnings among active users.
Usability & Engagement
80% of sellers reported that the dashboard was easy to use and helped them identify growth opportunities they were previously unaware of.
Retention & Program Value
CSM teams reported a 25% reduction in repetitive coaching sessions, enabling them to focus on higher-impact strategies for top sellers.
Why was this important?
✅ Help sellers improve their gigs → Increase seller success
✅ Reduce repetitive CSM coaching → Improve efficiency
✅ Boost Seller Plus sign-ups → Higher program retention
Constraints
- Needed to cater to both new and experienced sellers.
- Had to align with Fiverr’s branding and UX standards.
- Couldn’t overwhelm sellers with too much data.
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
What sellers say
Seller Plus sellers have shared their experiences, highlighting the most valuable features and benefits of the program. From personalized business coaching to advanced analytics, sellers have found significant value in leveraging these tools to scale their businesses.
Here are some firsthand testimonials from Fiverr sellers discussing how Seller Plus has helped them grow:
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Driving compliance efficiency through AI-powered agents
In this case study, I’ll share how we designed AI-powered agents to automate compliance workflows, reducing manual work and helping compliance teams scale efficiently — all while maintaining trust and transparency through thoughtful AI-UX patterns.
Jones, a compliance management platform helping companies track and verify Certificates of Insurance (COIs).
What’s the problem?
This project presented an opportunity to transform a manual-heavy compliance platform into an AI-driven solution, where automated agents handle repetitive tasks such as document collection, auditing, and notifications. By introducing automation, we aimed to streamline operations, reduce costs, and create a scalable foundation that could support a growing customer base without adding to operational overhead.
My goals for this project were to:
Design an application that will allow managers and owners to see the key performance indicators of the restaurant and use this information to grow their business.
Responsibilities:
- Conducting interviews
- Paper and digital wireframing
- Low and high-fidelity prototyping
- Conducting usability studies
- Accounting for accessibility
- Iterating on designs
My research process
I conducted interviews and created empathy maps to understand the users I’m designing for and their business needs. A primary user group identified through research was restaurant owners and shift managers who wants to have clear visibility on the restaurant performance.
Problem: Property managers are swamped with a high volume of notifications from both the Jones platform and vendors, making it time-consuming to craft responses.
Solution: To streamline this process, I introduced the smart compose button, which leverages AI to analyze the entire notification thread and generate contextually relevant suggested responses. For the MVP, we focused on the "Explain the Gap" feature. When activated, the AI analyzes the thread and provides a pre-drafted response directly in the reply field.
Personas
Restaurant owner
about
goals
- Keep restaurant full and busy
- Get repeat customers
- Opening new restaurant
Shift manager
about
goals
- Keeping restaurant full and busy
- Personnel performance evaluation
User pain points
Time
Restaurant owners are too busy to think about new ways to increase the revenue.
Visibility
Lack of performance information as there is no single source of data.
IA
A large number of performance indicators and thousands of reports that are difficult to process.
User journey map: Restaurant owner
Goal: A fast and easy way to get an employee performance report on email.
Mapping
I organized and structured data collected from the restaurant's various systems and sources in a way that is easy to understand, access, and use.
Information Architecture
Live dashboard
The dashboard is the home page that summarizes all the main metrics from the categories of sales, products, employees and customers. All performance indicators can filtered by branch.
Live Dashboard
Live Dashboard
Sales & Items
Provides insights into the sales of different menu items or categories. Sales can be filtered by items, shifts, hours, and employees.
Sales & Items
Sales & Items
Employees
The employee profile page includes various metrics such as average order time, customer satisfaction ratings, table turnover rate, and average check size.
Employees
Customers
The customer page reflects all relevant metrics such as frequency of visits, average check size, customer feedback ratings, and customer lifetime value.
Customers
Takeaways
Impact & Results
🧭 Key Usability Insights
90% of participants successfully identified key performance metrics (sales, revenue, customer satisfaction) in under 30 seconds, confirming the clarity and accessibility of the dashboard.
💡 Opportunities for Growth
Participants expressed strong interest in customizable reporting features to align insights with individual business goals.
💬 Positive User Feedback
Users highlighted the app’s intuitive navigation and clean design, which made critical insights more actionable and approachable.
What’s next?
- Conduct another round of usability studies to validate whether the pain points users experienced have been effectively addressed.
- Conduct more user research to determine any new areas of need
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Driving compliance efficiency through AI-powered agents
In this case study, I’ll share how we designed AI-powered agents to automate compliance workflows, reducing manual work and helping compliance teams scale efficiently — all while maintaining trust and transparency through thoughtful AI-UX patterns.
Jones, a compliance management platform helping companies track and verify Certificates of Insurance (COIs).
Why redesign?
This project presented an opportunity to transform a manual-heavy compliance platform into an AI-driven solution, where automated agents handle repetitive tasks such as document collection, auditing, and notifications. By introducing automation, we aimed to streamline operations, reduce costs, and create a scalable foundation that could support a growing customer base without adding to operational overhead.
Goals for this project:
Messaging
Refine messaging to be more in aligned with our values and benefits.
New Pages
Create new pages that are relevant for ICP prospects that might be browsing.
Look & Feel
Refresh the look and feel in accordance with the new brand guidelines.
My design process
Based on the audience research conducted for the website, we have identified several key areas of improvement for our content strategy. Using this information, we have created a content strategy that focuses on producing high-quality, engaging content that meets the needs and interests of our target audience.
Site map
After finalizing the content strategy and new information architecture, our next step was to create wireframes that mapped out the structure of each page for the MVP version of the project.
Wireframes
Design system
Once the wireframes have been created and edited, the next step was to start building the final user interface. The first thing I started with was a design system - a collection of reusable components that can be used throughout the website, ensuring consistency and efficiency in the design process.
I started with primitive elements such as colors, typography styles, buttons, and form fields. These elements were combined to create more complex components such as navigation menus, headers, and footers.
Foundation
Basic colors and typography styles, including headings, body text, lists, and more.
Images
Stylized images and other visual assets for website use.
Forms
Text and drop-down fields for getting the user input.
Cards
Surfaces that display content and actions on a single topic.
Navigation
Тop header navigation (mega menu).
Pages overview
After creating both the primitive elements and more complex structures, I began to assemble the components into pages.
Property managers
Construction
The Jones Network
Performance metrics
The new website is showcasing an improvement in the main KPIs like organic relevant traffic, visitor engagement, and the conversion rate.
Time on page
Тhe average visitor's time on the page increased by 15%
Bounce rate
The number of visitors who left the website after viewing only one page decreased by 10%
Conversion rate
The number of live demo requests on a website increased by 4%
Secondary conversions
The number of secondary conversionssuch as email submissions or downloads increased by 18%
Life after launch
Optimize for conversions
- Add more lead magnet spots on solution pages and home pages
- Send the “half leads” into CRM by connecting CTA to HubSpot
Consolidate high value content on the website
- Case studies hub and pages: B&A, SavCon, Gaedeke
- Blog optimization
- Webinar and Newsletter Hub pages
Accommodate demand gen and content
- Design a LP template for downloads
- Design a campaign template LP
- Design an SEO page LP
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Driving compliance efficiency through AI-powered agents
In this case study, I’ll share how we designed AI-powered agents to automate compliance workflows, reducing manual work and helping compliance teams scale efficiently — all while maintaining trust and transparency through thoughtful AI-UX patterns.
Jones, a compliance management platform helping companies track and verify Certificates of Insurance (COIs).
What’s the opportunity?
This project presented an opportunity to transform a manual-heavy compliance platform into an AI-driven solution, where automated agents handle repetitive tasks such as document collection, auditing, and notifications. By introducing automation, we aimed to streamline operations, reduce costs, and create a scalable foundation that could support a growing customer base without adding to operational overhead.
Goals for this project:
- Enhance efficiency
- Reduce operational costs
- Scale the platform to serve more customers while keeping headcount flat
My research process
The main objectives of the research were to identify high-value opportunities for AI in compliance management while understanding user concerns and potential barriers to adoption.
User interviews
Conducted in-depth interviews with compliance managers, auditors, and vendors to understand their pain points, workflows, and expectations from an AI-driven solution.
Pain points
- Chasing vendors for updated certificates was a major time sink.
- Verifying insurance requirements across multiple projects was error-prone and tedious.
Trust in AI systems
- Users emphasized the need for high accuracy rates (95%+).
- Clear explanations of AI decision-making processes were critical for building trust.
Human judgment over AI
- Complex requirements were seen as areas where human judgment was irreplaceable.
- High-risk or high-value contracts were also required human oversight.
Design challenges in AI for compliance
- Ensuring trust — AI outputs need to be explainable and verifiable.
- Maintaining control — Users need the option to override or edit AI actions.
- Balancing automation vs. human review — Compliance mistakes have real financial and legal consequences.
AI agent suite
The research findings directly informed the design of an AI agent that takes multiple skills across three key areas: Collection, Compliance, and Auditing. Designed to integrate seamlessly into users’ workflows.
Outlook Add-On
Email-based interaction with the CoPilot for Collection workflows, delivering value directly in users’ inboxes.
SaaS compliance agent
Full suite of tools with skill buttons and a conversational chat interface.
Outlook Jones CoPilot
Streamline collection and compliance workflows directly from the mailbox with an Outlook add-in that identifies records in emails, displays their compliance reports from Jones, and enables actions—all without needing to access the platform.
JTBD: Collect insurance documents and respond to requests and queries from vendors and tenants directly from where they work—their inbox—without needing to switch platforms.
Feature details
- Install the Jones CoPilot add-in in MS Outlook and use it through the task panel.
- The add-in will automatically detect vendor and tenant records in every email sent to the user following a Jones email notification.
- View the full vendor/tenant report.
- Take immediate actions, such as uploading a COI, sending gaps, archiving and muting records, without needing to enter the platform.
Use cases
Explain the gap
Problem: Property managers are swamped with a high volume of notifications from both the Jones platform and vendors, making it time-consuming to craft responses.
Solution: To streamline this process, I introduced the smart compose button, which leverages AI to analyze the entire notification thread and generate contextually relevant suggested responses. For the MVP, we focused on the "Explain the Gap" feature. When activated, the AI analyzes the thread and provides a pre-drafted response directly in the reply field.
Impact:
- Reduces response time for property managers.
- Ensures clear and accurate explanations of compliance gaps.
- Enhances user experience by minimizing repetitive tasks.
Upload COI
Problem: Vendors often send COIs via email, requiring property managers to manually upload these documents into the Jones platform for auditing.
Solution: Our prototype introduces a streamlined process within the task panel. The system automatically identifies vendor records and suggests actions for common tasks, such as managing COIs. Property managers can now directly upload emailed certificates into the system, where they are automatically routed for auditing.
Impact:
- Eliminates the need for manual data entry and document handling.
- Reduces errors and improves audit accuracy.
- Saves time for both property managers and vendors.
Bulk follow up
Problem: Managing multiple insurance documents across various vendors and projects is a cumbersome and error-prone process.
Solution: As part of our future roadmap, we plan to introduce an AI-powered chatbot to handle bulk tasks and provide compliance insights. This chat-based functionality will allow users to collect or upload all required insurance documents in bulk within their user account. Based on the input, the system will generate a comprehensive report, providing a clear overview of compliance status and outstanding tasks.
Impact:
- Simplifies document management for large-scale projects.
- Provides a centralized view of compliance status.
- Enhances scalability by handling bulk tasks efficiently.
Auditing agent
The auditing agent is an AI-powered solution that automates the extraction and verification of key data from COIs to ensure compliance, addressing the inefficiencies of manually auditing 80,000 documents monthly. By seamlessly integrating into existing workflows, it reduces errors, saves time, and mitigates compliance risks, enhancing accuracy and operational efficiency.
UX focus
Data Transparency: Extracted data is displayed side-by-side with the original document, allowing users to easily compare and validate information.
User Control: Users can review, edit, and approve AI-generated recommendations, ensuring human oversight and decision-making.
Explainability: Confidence scores and source references are provided to help users understand the AI’s reasoning and build trust in its outputs.
Gradual Rollout: The implementation began with low-risk fields, enabling users to adapt to the system incrementally while minimizing disruption.
Use cases
AI compliance snapshot
Problem: While an auditor takes 10 minutes to audit a single COI, the volume of applications results in property managers waiting up to 48 hours for compliance verification. This often leads to vendors arriving on-site with non-compliant COIs, disrupting operations, increasing costs, and creating avoidable risks.
Solution: To address this, we integrated an AI compliance snapshot feature. This agent analyzes COIs in seconds, generating a compliance snapshot with ~95% accuracy. It highlights compliance gaps and allows property managers to waive minor or insufficient gaps on the fly, ensuring vendors can proceed without delays.
Impact:
- Compliance insights are delivered in seconds, eliminating the 48-hour bottleneck.
- Property managers gain the flexibility to waive minor gaps, enhancing their control over the process.
- Emergency situations caused by non-compliant COIs are minimized, reducing operational and financial risks.
Autocomplete search
In addition to the previous solution, we also implemented a report feature for cases where a property manager invites a vendor who already exists in their account (having previously been invited to work at another building). The AI agent redirects the manager to the vendor's profile, where, in addition to key business indicators such as risk rating and insurance details, the property manager can access an AI-generated compliance report with the ability to compare results across multiple requirements.
Impact:
- Property managers can quickly access vendor profiles and compliance reports, eliminating redundant audits for vendors already in the system.
- Redirecting managers to existing vendor profiles reduces the need for repeated data entry and manual checks, saving significant time.
- Comparing compliance results across multiple requirements ensures consistency and reduces the risk of oversight.
Impact & Results
This large-scale project is still in progress, with AI agents being developed and tested across ecosystems. While final results aren't in yet, early outcomes are promising:
While auditors initially spent more time adapting to the AI agent and reporting errors, after five weeks, the agent’s accuracy improved significantly, and auditors began gaining confidence in its capabilities. This aligns with our goal of building trust and integrating AI into the workflow. These early insights lay a strong foundation for continued success as we refine the agents and address user feedback. The best is yet to come...
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.