I've designed Mindbody's AI for three years, from the in-product assistant every customer now starts with to the agentic platform I'm building today.
Starting in support
This was initially built as a support assistant in 2023: a chat panel in Mindbody's navigation that answers customers' questions from our help center. We piloted it with 500 studios, rolled it out to every customer in early 2024, and that summer it replaced our old email support form.
Our AI support experience grew to become the front door of support for every Mindbody customer, creating significant cost savings for Playlist while unlocking more accurate, faster, personalized responses for customer issues.
88% deflected
of conversations that reach the assistant, as of late 2025
−25% phone cases
over the same period, as support moved to the assistant
Earlier this year, we decided to scale it so that instead of just answering your questions, you can complete almost any action in Mindbody by asking. We'd realized it didn't have to only react: it could proactively help solve customers' issues, do things for them, and take a more pronounced role. That's where the agentic platform began.
Agentic platform
The intention behind the platform is to allow customers to complete nearly any complex task by chatting with an agent. As the sole designer, I defined the platform's fundamental building blocks and chat shell, supporting a cohesive experience that all squads can build their own actions and use cases on.
This work is ongoing.
The full designs are protected
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