ProBound AI
Matthew Baba
Project Overview
ProBound is an AI-powered voice agent built to revolutionize how businesses handle IT support. Instead of relying solely on human agents juggling multiple issues, ProBound steps in to manage incoming customer queries, complaints, and support requests smartly, simultaneously, and 24/7.
check website: https://probound.ai/
Problem Statement
IT support teams are often overwhelmed by volume, especially with routine or repetitive issues.
Customers wait on hold or get delayed responses because human agents are tied up.
Support quality becomes inconsistent: delays, misclassifications, or escalations.
Scaling support rapidly (e.g., during peaks or outages) is difficult with human-only capacity.
My Role & Contributions
Redesigned major parts of the dashboard: simplified layout, better visual hierarchy, cleaner card design.
Improved navigation: grouping of menu items, labeling, and sectioning for clarity.
Reworked visual elements to make data more digestible and actionable.
Focused particularly usability enhancements.
Conducted user research & heuristic evaluation to identify pain points (information overload, lack of drill-downs, etc.), then translated these insights into design improvements.
Impact & Results
Users report faster decision-making due to clearer, prioritized content (fewer distractions).
Key metrics (e.g. call handling times, number of resolved issues) became more visible and easier to monitor.
Client stakeholders could more easily review plan/pricing options — resulting in more confident upgrading or selecting the right subscription.
Better usability reduced internal support/help-desk overhead because users found what they needed more quickly.
ProBound AI
Check Completed work here:
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Posted Sep 11, 2025
Redesigned ProBound's dashboard for improved usability and decision-making.
