As Brarista's chatbot grew in adoption, managing client conversations and feedback became increasingly fragmented—spread across Trello, WhatsApp, and ClickUp. Alongside Bella, I experienced firsthand the inefficiencies of switching between platforms and the lack of a central place to track our chatbot’s performance.

This case study walks through how I identified these challenges, designed a solution that speaks to both operational efficiency and client confidence, and shaped a product that brings both human and AI touchpoints into one cohesive experience.