Usage & Insights Dashboard

Turning Everyday Questions into a Documentation Roadmap

Lumen had rolled out AI search and assistants across the company, but had no way to see whether they were actually helping — which teams were using them, what people were asking, and where the tools were falling short.

We built a live dashboard that turns every question and conversation into a clear picture: top queries, adoption by team, deflection rates, and the specific questions the system couldn't yet answer well.

Adoption at a Glance:

Leadership could finally see which teams had embraced the tools and which hadn't, turning a vague sense of "people seem to like it" into concrete numbers to act on.

Surfacing Knowledge Gaps:

The dashboard highlights the exact questions the system struggles to answer, giving the documentation team a prioritized, evidence-based list of what to write next.

Measuring Real Time Saved:

By comparing resolution paths before and after rollout, the dashboard estimates hours saved across teams — numbers that made the case for expanding the program.

Built for Weekly Review:

The dashboard was designed to be checked weekly, not buried in a quarterly report, so gaps get addressed while they're still fresh and relevant.

The Result: A Feedback Loop That Keeps Improving

Lumen went from guessing whether their AI tools were working to knowing exactly where they stood — and exactly what to fix next. Documentation gaps that once went unnoticed for months now surface within days.

The dashboard turned adoption from a one-time rollout into an ongoing, measurable process of improvement.