Overview
InfoTrack provides specialized software for law firms and conveyancers handling property searches, court filings, and legal administration. When legal professionals encounter an issue or cannot find a feature, their default reaction has historically been to pick up the phone and call the Help Desk or their Account Manager. This habit creates high operational overhead for support teams and leaves clients dependent on manual assistance. To address this, our core goal was to shift user behavior by positioning Tilly, our native AI chat assistant, as the primary first point of contact, with a target to have Tilly autonomously handle 60% of client inquiries by October 2026. You can view the live product via the Tilly AI Agent overview.
Impact at a glance
Successfully hit our headline target in October 2026, with Tilly handling 60% of client inquiries autonomously.
Significantly lowered incoming phone call volume to the Help Desk, freeing up support teams to focus on complex advisory work.
Project details
Role
Product designer
Responsibilities
Owned the end-to-end design of the AI chat experience and contextual prompts
Team
16 members comprising executive leadership (CFO), product manager, software engineers, QA engineers, 2 product designers
Timeline
June to October 2026
Problem space
The primary challenge with Tilly wasn't the underlying AI capability, but changing deeply ingrained user behaviours. Legal professionals have spent years relying on phone calls to resolve issues, creating a dependency on human support. This not only limits clients' ability to resolve issues independently but also places a growing burden on internal support teams handling repetitive enquiries. To better understand the opportunity, the team examined how InfoTrack supports clients across three commercial tiers
Essential clients
Lower-spend accounts with limited access to human support, making digital tools their primary channel for assistance
Growth clients
Mid-spend accounts with moderate support needs and a mix of digital and human touchpoints
Premium clients
Higher-spend accounts with dedicated account management and comprehensive access to human support
Design and decisions
Onboarding flow
5-step coachmark tour guiding users through key AI capabilities.
Conversational legal workflows
Intuitive natural language flows enabling legal professionals to manage tickets, order title searches, and check updates.
Proactive contextual prompts
Smart UI prompts that help resolve user confusion, recommend relevant products or features, and guide users through error states.
Outcomes and learnings
In October 2026, Tilly reached its target milestone, autonomously handling 60% of all client inquiries. This demonstrated how thoughtful UX placement and proactive contextual triggers can shift established user behaviours in complex B2B environments. However, designing AI for legal workflows also reinforced the importance of balancing automation with quality assurance. Accurate, actionable responses on the first attempt are critical to maintaining user confidence, as a single poor interaction can quickly erode hard-earned trust.