My Role
AI Automation Specialist
Issue Resolution
+ 58%
Timeline
Q4 2025
The Old Experience
No self-service support was available for resolving common user inquires.
The Problem
The website lacked a clear way for users to resolve common questions on their own. As a result, users relied heavily on a general contact form for basic inquiries, creating unnecessary support load and slow issue resolution.
The Solution & Impact
From contact form and delayed responses to
instant, intelligent self-service.
+58%
Issue Resolution Rate
<5s
Avg. Response Time
4.3/5
User Satisfaction
+47%
Staff Efficiency
The Design & Build Process
This case study focuses on transforming church information access by designing a fully automated AI-powered assistant. Every step, from identifying repetitive inquiries to mapping conversation flows, building with n8n, and testing edge cases, was guided by user needs and operational efficiency. The result is a scalable, production-ready workflow that delivers instant, reliable information to members.
Discover
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Collected common member questions via past emails, messages, and inquiries
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Identified information gaps and repetitive requests
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Mapped pain points for both members and staff
Define
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Determined which questions could be automated
•
Prioritized high-impact topics (service times, programs, contacts, FAQs)
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Planned escalation points for complex queries
Design
•
Created user-friendly dialogue trees
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Designed AI responses with verification and clarity
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Ensured fallback options for ambiguous queries
Build
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Implemented workflows in n8n to connect AI with church resources
•
Configured AI to detect intent and provide verified responses
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Set up escalation to staff when necessary
Test & Iterate
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Simulated unusual or complex member questions
•
Adjusted AI responses for accuracy and tone
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Verified workflow stability and escalation triggers
Deploy
•
Launched AI assistant on church website / platform
•
Monitored usage and response quality
•
Iterated based on member feedback
Design Decision & Final Design
Simplify Navigation to Increase Engagement
I analyzed member inquiries and information-seeking patterns, which often required navigating multiple pages or waiting for staff responses to get basic information. By designing a conversational AI assistant that surfaces answers instantly and escalates only when necessary, members can access verified information faster, reducing friction and improving overall engagement with church resources.
Old User Journey Flow
Member has a question
Searches website
Fails to find information
Sends messages to church
Wait for response
📉 Low information access, high friction
New User Journey Flow
Member has a question
AI detects intent
Provides instant, verified response
Escalation to staff only if needed
📈 Faster answers, less staff workload
