This sponsored project by Microsoft supports the Customer Support and Services (CSS) Team, which helps customers resolve technical issues and maximize the value of Microsoft products. Z.AI, the team’s internal AI tool, initially faced challenges due to its steep learning curve and usability limitations, making prompt engineering difficult for many users. To address this issue, we redesigned Z.AI with a more intuitive interface and improved user workflows. This allows the CSS team to more easily create, test, and iterate on AI prompts, enhancing their ability to support customers efficiently and effectively.