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Browse the CDI library
Explore our extensive database of courses, modules, webinars, and expert class recordings on Conversational AI. Learn at your own pace and stay ahead with the latest insights and best practices.
New courses and webinars
Design Patterns
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Learn practical Conversation Design patterns for building AI agents that are clear, trustworthy, and customer-focused.
Introduction to RAG: Build your first RAG Pipeline
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RAG, or Retrieval-Augmented Generation, shows you how to combine AI’s generative power with live, trusted information.
Scaling AI Agents from a CX Perspective
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This course provides a practical framework for scaling AI agents within contact centers. Learn how to align AI strategy with customer experience goals…
Designing Digital Humans
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Learn to design responsible, emotionally intelligent, and visually engaging digital humans. This course explores the design principles, psychology, and ethics behind…
Mastering Content Structure
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Learn how structured content fuels more effective, compliant, and scalable LLM assistants. This course examines best practices for organizing content…
Maximizing Chatbot Success: Metrics and Management
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In this course, you'll learn strategies and techniques to effectively manage your conversational AI solutions post-deployment.
Introduction to Prompt Design
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Learn how LLMs can be used to maximise the performance of your chatbots and IVR systems and create delightful conversational experiences.
Core and co-created course modules
Explore the skills and paths to succeed in Conversational AI with CDI's foundational courses
AI Trainer Build
Learn how to train a language model, implement designs in any conversational AI platform: from simple answers to repair flows, entities and regex cond…
AI Trainer Improve
Now that you’ve built a Conversational AI and trained it well, how do you measure how well it’s helping people? And what techniques can you use to kee…
AI Trainer Theory
Learn what technology powers chatbots, and why it’s so hard to get them right. Learn the team roles, steps of building an assistant and the specific l…
Behavior Design
Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers.
CDI Method Foundation
Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This cour…
CDI Workflow
Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, an…
Conversation Design Fundamentals
Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Co…
Conversational Engineer
The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. Learn about…
CxD for WhatsApp
Leverage the power of WhatsApp Business to connect and communicate with people. Learn the principles unique to designing for WhatsApp’s interface, as…
Designing AI Assistants
Explore the essentials of designing AI assistants with this free course. Learn the fundamentals of conversation design, the psychology behind conversa…
Ethics
Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmfu…
Introduction to Conversation Design
Get a basic understanding of how AI Assistants work and become familiar with the workflow of designing conversations. Train your skills right away wit…
Introduction to Prompt Design
Learn how ChatGPT can be used to maximise the performance of your chatbots and IVR systems and create delightful conversational experiences. The cours…
Introduction to RAG: Build your first RAG Pipeline
RAG, or Retrieval-Augmented Generation, shows you how to combine AI’s generative power with live, trusted information. This course guides you step by…
Mastering Content Structure: Building Effective LLM-Powered Conversations
Discover how structured content fuels more effective, compliant, and scalable AI conversations. This course explores best practices for content struct…
Maximizing Chatbot Success: Metrics and Management
In this co-created module with Wysdom, a Calabrio company, we delve into the crucial aspect of Bot Management. Gain insights into strategies and techn…
Persona Development
Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversati…
Scaling AI Agents from a CX Perspective
This course, developed by COPC and Conversation Design Institute, provides a practical framework for scaling AI agents within contact centers. Partici…
Voiceflow
Learn the core features of Voiceflow and how to design, prototype, and scale engaging voice, chat, and multi-modal assistants. This hands-on course fo…
Certificates
Get certified with industry-recognized credentials
AI Trainer Certification
Turn data into understanding and learn how to train language models, implement journeys, and do data-driven optimization.
CDI Method Foundation Certification
Learn to create human-centric and inclusive AI assistants with the conversational AI workflow that is powering millions of conversations across the gl…
Conversation Designer Certification
Conversation Designers focus on human-centricity, sample dialogue, flowchart design, user testing, and hand-overs.
Conversation Designer Certification 2
Craft compelling conversational experiences with our CxD 2 Certificate. Master the art of writing engaging dialogue, defining brand voice, and optimiz…
Introduction to Prompt Design Certification
The Introduction to Prompt Design (IPD) certificate exam will validate your knowledge in the fundamental principles for creating human-centered, inclu…
Webinars and event recordings
Watch webinars and events featuring top voices and the latest research in AI
AI & Branded Digital Voices Open Webinar
This webinar explores the process of designing a digital brand voice that aligns with the future of branding.
Conversation Design Fundamentals - Hans van Dam
The key steps in the CDI Workflow, which design patterns should be used for which type of experience, and lots of examples of how to write good dialog…
Conversational AI in 2025: What every team needs to know
Hosted by CDI Founder and CEO Hans van Dam, CDI Conversational AI Consultant Jurgen Gravestein, CDI Head of Academy Michelle Parayil, and Emcie CEO Ya…
Conversational AI in 2026: What (We Think) Still Matters
After a year of rapid change in conversational AI, the real work remains the same: building assistants that actually perform. Join CDI’s consultancy e…
Crafting a Convincing Chatbot Business Case
This session lead by Hans Van Dam and Luke Kempen from Conversation Design Institute dives into the topic of "Crafting A Convincing Chatbot Business C…
Customer Service in the New Era of AI
AI is transforming Customer Service. But what does that mean in practice? How will AI alter your strategy and the key metrics you’ll share with your C…
Evaluating Conversational AI Systems: Constructs, Metrics and Solutions
Over the last few years, dialogue systems in Conversational AI have become much more robust. But to go from an ‘ok’, to a delightful experience your t…
Evaluating LLM-based chatbots: A framework for reliable AI assistants
Learn a practical framework to build test cases, choose metrics, set regression tests, and add guardrails to make LLM-powered chatbots reliable, safe,…
Fast Track Your Data Journey: Learn How To Scale with A Stong GenAI-driven Data Foundation
Scale your data initiatives faster with GenAI! Learn how to build an AI-driven data foundation, overcome challenges, and accelerate your data journey…
From Data to Impact: Measuring Agent Success in the Generative AI Era
Discover how to unlock value from your conversational data to smash through the glass ceiling of your AI assistant performance. Gain practical strateg…
Getting Started with Conversational AI Basics
Discover how AI-driven chatbots and virtual assistants can transform operations, enhance customer experiences, and improve efficiency. This webinar of…
Give Your AI Assistant LLM Superpowers
In a recent insightful webinar, CDI's senior conversational AI consultant, Jasper Klimbie, guided participants through the various ways NLU and LLM-ba…
How to Build Brand Safe LLMs to Revolutionize Your CX
In a recent insightful webinar, CDI's senior conversational AI consultant, Jasper Klimbie, guided participants through the various ways NLU and LLM-ba…
How to Build a Conversational AI Platform That Scales
A candid conversation with Alan Nichol (Rasa) and Hans van Dam on what it really takes to build conversational AI platforms in the LLM era: what’s cha…
IA for AI: Getting better answers from your chatbot by structuring your content
Discover how structured content fuels more effective, compliant, and scalable AI conversations. This webinar explores best practices for content struc…
Implementing Better CX with Generative AI
In this session, we explore practical use cases of generative AI in customer support and examine UltimateGPT's capabilities. We’ll also discuss the fu…
Scaling AI in CX: Avoiding the Pitfalls and Building for Impact
This webinar previews an upcoming in-depth course developed by COPC and the Conversation Design Institute. It’s designed to give CX leaders and practi…
Should CUI Make Human Errors
This class explores conversational trouble, covering both designing and producing conversational turns, and responding to misunderstandings or Freudia…
Transform the Patient Experience
In this webinar on “Transforming the Patient Experience with Conversational AI,” Deborah Akinyele, a speech and language pathologist, introduces the l…
Unlocking Chatbot Success: Navigating the Maturity Path of Analytics and Reporting
In a recent insightful webinar, CDI's senior conversational AI consultant, Jasper Klimbie, guided participants through the various ways NLU and LLM-ba…
Using Chatbots Where and When
In the webinar, 'Using Chatbots: Where and When,' we dive into the strategic deployment of chatbots in today's dynamic business landscape.
Your next step in Conversational AI maturity
CDI’s Jasper Klimbie and Michelle Parayil deliver a rare, practical webinar focused on providing guidance on how mature organizations are in their Con…
What our students say
Hear from our students about their experiences and the impact of our programs.
“It was a pleasure working with the CDI team. Each team member was extremely professional and brought deep expertise in their area of focus – AI training, copywriting, and conversation design.”
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“It’s been great working with CDI. They helped us get started quickly with the setup of our first chatbot and the first results are promising. Their consultants are knowledgeable, creative, and think along in order to build and maintain a good performing chatbot.”
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“Having the expert advice from CDI has really helped us to create with confidence the first version of the global Experience Strategy Framework and distribute it to the design community across all Vodafone markets.”
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