--- title: "Conversational AI Training Courses And Certificates" url: "https://www.conversationdesigninstitute.com/courses" lang: en ---  # Welcome to the CDI Academy! Master Conversational AI with our comprehensive training, certifications, and expert support. Explore courses on Prompt Design, Conversation Design, LLMs, and more. Unlock exciting opportunities with a CDI certification and join 15,000+ graduates shaping the future of Conversational AI at top companies worldwide. [ SIGN UP FOR FREE ](https://learn.conversationdesigninstitute.com/sign-up) [ BROWSE LIBRARY ](/topics/browse-library)  ## Trusted by global brands                   Watch video  ## Our courses and course modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) 15K Active Students 2.5K Companies 50 Countries ## Our certificates [AxD Certficiate](/courses/agentic-experience-design/axd)  ### [AxD Certficiate](/courses/agentic-experience-design/axd) The AXD Certificate validates your expertise in designing autonomous AI agents that build Conversational Capital. Demonstrate mastery of the CDI Method for agen… 60 minutes Online [AIT1 Certificate](/courses/ai-trainer/ait1)  ### [AIT1 Certificate](/courses/ai-trainer/ait1) The AIT1 Certification focuses on the fundamentals of AI training, teaching you to train AI Assistants to process human language. Learn the mindset and skills to build human-centered, inclusive chatbo… 75 minutes Online [CDI Method Foundation](/courses/cdi-method/method-foundation-certificate)  ### [CDI Method Foundation](/courses/cdi-method/method-foundation-certificate) This industry-recognized credential validates your ability to design effective AI assistants using a structured workflow. Demonstrate expertise in selecting use cases, designing intuitive interactions… 30 minutes Online [CXD1 Certificate](/courses/conversation-designer/cxd1)  ### [CXD1 Certificate](/courses/conversation-designer/cxd1) The CxD 1 Certificate validates your expertise in CDI’s human-centered approach. Demonstrate skills in sample dialogues, flowcharting, user testing, and handover design. This industry-recognized crede… 50 minutes Online [CXD2 Certificate](/courses/conversation-designer/cxd2)  ### [CXD2 Certificate](/courses/conversation-designer/cxd2) The CxD 2 Certificate validates your expertise in crafting compelling conversational experiences. Demonstrate skills in writing captivating dialogue, defining brand voice, and optimizing conversation… 50 minutes Online ## Getting certified To get certified, you will need to complete the exam for the selected certificate, which includes one free resit. ### CDI Certificates $499 per certificate. Each certificate is a separate purchase. Choose the one that fits your role. [ More info ](https://learn.conversationdesigninstitute.com/certifications)  [ More info ](https://learn.conversationdesigninstitute.com/certifications) ### CAIC - CAI Consultant Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ) Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ## What do our students say Hear from our students about their experiences and the impact of our programs. “This journey has been incredibly enriching, providing me with deep insights into designing effective bot-human conversations, workflows, and use cases. I’m excited about the potential to revolutionize IVR systems, transforming them into truly human-like conversational experiences. This certification is a significant step towards making that vision a reality. ” ) Anuj Dutta Cognizant Sr. Business Analyst - Cognizant “Thrilled to be a certified conversational copywriter as of today. I thorougly enjoyed learning where I can improve the writing for our internal chatbot, especially in regards to the psychological aspects. I would absolutely recommend Conversation Design Institute’s courses. Now to write better copies for Swisscom‘s digital helper, Blu. ” ) Tanja Veil Swisscom Conversational Copywriter “I recommend the conversation design course to anyone interested in content writing at the micro level or content production at scale as there are many great nuggets of wisdom that help you understand what makes conversations valuable between humans and machines. ” ) Dr. Angela Carlton-Devitt Deloitte Digital Manager “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.” ) Rick Witjes ABN AMRO Bank N.V. Conversation Designer “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant Watch video  “I think the content is absolutely spot on, and it's difficult to find the same content from other courses or from the internet. I also really like the examples that are provided throughout the course. I also like the career opportunities behind the certificate, because this institution worked their way to let many tech companies recognize them, so many companies actually recognize this certificate.” ) Aliena Cai Aliena Design LLC CEO & Product Design Lead ## News, Trends & Updates Discover insightful blogs and articles from CDI [Hybrid systems over hype](/blog/hybrid-systems-over-hype) ) ### [Hybrid systems over hype](/blog/hybrid-systems-over-hype) About the author: In her role as Client Strategy Lead at CDI, Cindy partners with organizations to b… Jul 2, 2026 4 min read [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) ) ### [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) Trust isn't just built through words. In voice AI, tone, rhythm, and pronunciation shape every inter… Jul 2, 2026 4 min read [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) ) ### [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) An AI agent can complete a task perfectly and still damage customer trust. This article explores why… Jun 22, 2026 5 min read [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) ) ### [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) Discover why trust, context, and conversational design are becoming the defining factors of successf… Jun 19, 2026 4 min read [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) ) ### [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) AI models may be trained on billions of words, but that doesn't mean they understand people. This ar… Jun 17, 2026 4 min read [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) ) ### [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) Learn why autonomous AI agents require fundamentally different design methodology than chatbots, and… May 22, 2026 6 min read [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) ) ### [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) Demand for AI talent has grown fivefold in just one year, with job postings requesting AI skills inc… May 11, 2026 7 min read ## Resources Explore insights and tools from Conversation Design Institute, empowering you to successfully implement conversational AI solutions. Resources [ News, Trends & Updates ](/blog) [ CAI Maturity Assessment ](https://cdi-maturity-assessment.scoreapp.com/) [ Free Courses ](/resources#free-courses) [ Free Webinars ](/resources#free-webinars) [ CDI Standards Framework ](/conversational-ai-for-business/standards-framework) [ Events ](/resources#events) ) ## Understanding Conversational AI Discover the building blocks that make up conversational AI. Select a topic of interest to dive deeper. Topics and use cases [ Voice Assistants ](/use-cases/voice) [ Conversational AI ](/topics/conversational-ai) [ IVR Systems ](/topics/ivr) [ Data & Security ](/topics/data-and-security) [ Strategy ](/topics/strategy) [ Best Practices ](/topics/best-practices) [ Chatbots ](/topics/chatbots) [ Conversational AI for Customer Service ](/use-cases/customer-service) [ Conversation Design ](/topics/conversation-design) [ AI Training ](/topics/ai-training) [ Generative AI & LLMs ](/topics/generative-ai-and-llm) [ CAI Technology ](/topics/technology) [ Conversational AI for Finance ](/use-cases/financial-services) [ Conversational AI for Healthcare ](/use-cases/healthcare) [ Conversational AI for Telecom ](/use-cases/telecom) [ Conversational AI for Government ](/use-cases/government) [ Conversational AI for Higher Education ](/use-cases/higher-education) --- --- title: "Agentic Experience Design (AXD) course | CDI certification" description: "The complete Agentic Experience Design course from CDI: 6 modules, 60 lessons, the full 12-step CDI Method for autonomous agents, and professional AXD certification. Online, self-paced." url: "https://www.conversationdesigninstitute.com/courses/agentic-experience-design" lang: en --- Course # Agentic Experience Design  The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guidelines to the Agentic Canvas, testing, knowledge architecture, tool contracts and phased rollout. [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get the complete AXD course - 6 modules and 60 video lessons - plus the CDI Academy's 40+ topic-based courses, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base, with our Course Plan for $49.95/mo (or $37.46/mo billed yearly). New to agentic design? Start with the [Introduction to AXD course.](/courses/introduction-to-agentic-experience-design/) ## Industry Certification Series Entry requirements None; the Introduction to Agentic Experience Design is recommended Complexity level Beginner to Intermediate Length of the course Approximately 15-20 hours to complete Format Online, self-paced Subtitles available English ## Your instructor ) Hans van Dam Founder & CEO CDI ## Certificates AXD 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#c0000000-0000-4000-8000-000000000100) [Course modules ](#c0000000-0000-4000-8000-000000000200) [Download syllabus ](#c0000000-0000-4000-8000-000000000300) [Skills ](#c0000000-0000-4000-8000-000000000400) [What's included ](#c0000000-0000-4000-8000-000000000500) [Exams & Certificates ](#c0000000-0000-4000-8000-000000000600) [Reviews & Testimonials ](#c0000000-0000-4000-8000-000000000700) [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Introduction to AXD ](/courses/introduction-to-agentic-experience-design) Get this course, plus 40+ topic-based modules, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month. Want to start with an introduction? Explore the [Introduction to AXD](/courses/introduction-to-agentic-experience-design/) course. ## The full course in designing AI agents that act on behalf of people Agentic systems are changing how organisations design and deliver customer experiences. Instead of following rigid workflows or scripts, AI agents reason, take action and coordinate across systems on people's behalf. Every one of those actions either builds Conversational Capital, the trust that compounds slowly and collapses suddenly, or erodes it. Designing these experiences requires a new discipline: **Agentic Experience Design** (AXD). The Introduction to Agentic Experience Design gave you the shape of the method. This course teaches you to run it. Six modules take you from first principles to a live, monitored agent, applying the complete **12-step CDI Method** to agents that book, approve, transfer and decide. Rather than focusing on prompts or specific tools, it emphasises human-centric design, governance and real-world decision making. This course forms the foundation of CDI's AXD certification. By the end, you will be able to design, validate and deploy agentic systems that are effective, safe and aligned with real human needs. ## Why AXD exists Traditional Conversational AI answers questions. Agentic systems take action. That shift moves risk from the conversation to the outcome: a wrong answer costs a moment; a wrong action costs money, records, or trust. AXD is CDI's methodology for that reality. It gives you a systematic way to decide where an agent should act, how much authority it should have, what it must never do, and how to prove all of that before launch and keep proving it afterwards. ## What you will learn At the end of the course you will be able to: - Understand how Conversational Capital compounds and collapses, and why agents that act put it at greater risk than systems that only answer - Distinguish bots, workflows, assistants and agents, and choose the right one for a use case - Scope agent use cases by value and risk to trust, and explicitly exclude what should never be automated - Research users for agentic contexts, including power dynamics, vulnerability and cognitive load - Select models and platforms on customer outcomes, not benchmarks - Write project-level guidelines and distinguish them from rules, constraints and policies - Map human and agent context with the Agentic Canvas and design for mentalizing - Define golden conversations that set the standard for intent, tone, resolution and dignity - Write an Agent Charter with role, scope, authority tiers and escalation criteria - Test designs with stakeholders, users and adversaries before a line of code is written - Diagnose test findings and fix the right layer: constraint or knowledge - Build knowledge architecture that resolves Content Debt at source - Specify tool contracts with inputs, outputs, side effects and reversibility - Launch through phased rollout with readiness gates, rollback and incident response - Monitor behaviour and trust, not just containment, and prevent Responsibility Decay ## Is this the right course for me? Watch this video to find out ) Hans van Dam Founder & CEO CDI 3:45 min  ## Flexible Payment options        ## Modules  ### Foundation 13 lessons 8 quizzes Agents change what customer experience is made of. This module explains the shift from industrial to cognitive service, why conversations have become capital that organisations build or quietly burn, and what that means for the people who design them. It defines Agentic Experience Design, distinguishes bots, workflows, assistants and agents, introduces the core agent archetypes, and covers how LLMs actually behave. You finish ready to begin the 12-step CDI Method.  ### Strategy 16 lessons 15 quizzes Good agents start with the right problem. Step 1, Scope Use Cases, covers use case discovery, journey-first thinking, journey debt and organisational readiness. Step 2, Identify Users, examines modern user behavior, emotional expectations of machines, human-agent power dynamics and moments of vulnerability. Step 3, Consider Technology, covers model selection, the autonomy spectrum, and control and capability surfaces. Step 4, Develop Guidelines, defines the rules that govern agent behavior and how to prioritize them when they conflict. You finish knowing what to automate, for whom, and within what limits.  ### Design 19 lessons 11 quizzes Good agents are designed before they are built. Step 5, Mentalize Context, uses the Agentic Design Canvas to map human context and define an agent's capabilities, constraints and obligations. Step 6, Golden Conversations, turns that context into interaction patterns, including failure, escalation and tool use. Step 7, Agent Artifacts, specifies the agent's role, scope and behavior, with the system prompt as a design specification. Step 8, Testing, validates the design through design review, user and adversarial testing, and evaluation sets. Step 9, Feedback and Iteration, feeds what you learn back into the design. You finish with a validated agent design ready to build.  ### Build 6 lessons 1 quiz An agent is only as good as what it knows and what it is allowed to do. Step 10, Knowledge and Architecture, explains why fixing prompts no longer scales and how to structure and ground knowledge instead. Step 11, Tool Integration, covers tool and integration contracts, governed capability surfaces, and the boundaries and permissions that keep an agent's actions safe. You finish able to connect an agent to knowledge and systems without losing control.  ### Operate 3 lessons Launch is the start of an agent's working life, not the end of the project. Step 12, Deploy and Operate, covers launch preparation and deployment strategy, the trust, safety and regulatory obligations that come with agents that act, and the observability and monitoring needed once an agent is live. You finish able to deploy an agent and keep improving it at scale.  ### Synthesis 2 lessons The method only works as a whole. This module revisits the AXD Blueprint to connect all twelve steps, from scoping use cases to deploying and optimizing, into one practice. You finish with a complete framework to apply to your own agentic work. AXD ## Download the full course syllabus ### Curious about what you'll learn? Download the complete syllabus with detailed curriculum breakdown of the 12-step CDI Method, frameworks, skills, and certification requirements. [ Download the Syllabus ](/resources/download/axd-syllabus) ## Skills you'll learn At the end of the course you will be able to: - Decide where agency belongs and where it would destroy trust - Map complete context with the Agentic Canvas - Set authority tiers: act, confirm, escalate - Write guidelines and an Agent Charter that engineers can implement - Design and document golden conversations - Run stakeholder, user and adversarial testing before build - Structure enterprise knowledge for retrieval - Specify safe tool contracts for write operations - Take an agent through readiness gates and phased rollout - Monitor Conversational Capital trajectory and act on drift ## What's included Enrol in the Agentic Experience Design course and you'll have access to: - Complete AXD methodology: 6 modules and 60 video lessons covering Foundation, Strategy, Design, Build, Operate and Synthesis - Practical exercises: reflection prompts and hands-on assignments after each lesson, built around the Moonshot case - Practical frameworks: the downloadable Agentic Canvas, the AXD Blueprint and the full 12-step CDI Method - Exclusive discounts: preferred pricing for CDI events, workshops and advanced courses - Community access: the CDI alumni network across healthcare, finance, insurance and enterprise ## Additional benefits ### Regular Webinars & Expert Classes Join virtual live sessions and learn from industry practitioners. CDI hosts regular webinars covering agent design implementations, emerging frameworks, regulatory considerations, and real-world case studies. ### Join Our Online Community Connect with 15,000+ CDI-certified professionals across industries. The CDI alumni network spans healthcare systems, financial institutions, insurance companies, and enterprises facing similar autonomous agent challenges. Share implementations, ask questions, learn from peer experiences, and access the international job board. ### Live Events & Conferences As an AXD student, you get discounts to all CDI events. Whether it's virtual festivals or in-person Beyond Boundaries conferences, you'll have early access and preferred pricing. ## Professional AXD certification On completing all modules and assessments you can sit the AXD certification exam. Passing it earns the Professional AXD certification from CDI. The certification ($899) is bought separately from the course and includes the exam and one free retake. The certification demonstrates: - Mastery of the 12-step CDI Method applied to autonomous agents - Ability to scope, charter and bound agents in high-stakes contexts - Competence in testing, knowledge architecture and tool integration - Understanding of Conversational Capital and how to protect it at scale ## Reasons to get certified ### Professional credibility AXD certification validates your expertise in autonomous agent design, enhancing credibility with employers, clients, and stakeholders in regulated industries. ### Industry recognition As autonomous agents become central to organisational strategy, AXD certification positions you as a qualified expert in this emerging field. ### Career advancement With AXD certification, you're positioned for leadership roles in agent design, Customer Experience (CX) innovation, and product management for autonomous systems. ### Skill validation The certification ensures comprehensive understanding of agent design principles, frameworks, and best practices for trust preservation at scale. ### Competitive advantage In a market flooded with prompt engineering courses, AXD certification demonstrates systematic methodology for designing agents responsibly in high-stakes contexts. ### Networking opportunities Connect with practitioners across healthcare, finance, insurance implementing autonomous agents using AXD frameworks. ### Access to resources Certified professionals gain access to methodology updates, emerging frameworks, webinars, and advanced courses as the field evolves. ### Enhanced quality of work The training enables you to design agents that build Conversational Capital instead of destroying it, protecting your organisation's most valuable asset. ## Agentic Experience Design Certificate The AXD certification establishes you as an expert in designing autonomous AI agents that preserve trust at scale. AXD ### Agentic Experience Design The AXD certification establishes you as an expert in designing autonomous AI agents that preserve trust at scale. Focus areas: Conversational Capital, the 12-step CDI Method, Agentic Canvas, Authority Tiers, Exclusions Framework, testing methodologies, phased deployment, and capital trajectory monitoring. [ Learn more ](/courses/agentic-experience-design/axd) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## Team training & certification Are you building autonomous agents across your organization? Invest in your team's ability to design responsibly at scale. CDI provides tailored AXD training, bringing your entire team up to speed on systematic methodology for autonomous agent design. Through collaborative workshops, hands-on projects applying AXD frameworks to your specific use cases, and expert-led sessions, we ensure your team develops shared understanding and structured approach to preserving Conversational Capital. With team certification, you validate your team's expertise, ensuring they're capable of designing agents that build trust, not destroy it. [ Discover more ](/conversational-ai-for-business/team-training-and-certification)  ## Trusted by global brands                   ## Career opportunities The world of autonomous AI is rapidly evolving. AXD methodology positions you for the roles emerging around it. ### Where AXD takes you Understanding AXD methodology positions you for roles where someone has to decide what an agent may do and prove it is safe, such as Agentic Experience Designer, CX innovation lead, product manager for autonomous systems, and trust and safety specialist. The AXD certificate is how you show it. [ About the AXD certificate ](/courses/agentic-experience-design/axd) ) Understanding AXD methodology positions you for roles where someone has to decide what an agent may do and prove it is safe, such as Agentic Experience Designer, CX innovation lead, product manager for autonomous systems, and trust and safety specialist. The AXD certificate is how you show it. [ About the AXD certificate ](/courses/agentic-experience-design/axd) ## Also get access to these top courses [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) ## FAQs ### How is this different from the Introduction to Agentic Experience Design? The introduction is an overview of the method. This course teaches every step in full, with exercises and worked cases, and prepares you for the AXD certification exam. ### Can I complete the training on desktop and mobile? Yes. Our platform is fully optimised for both desktop and mobile devices. For the best on-the-go learning experience, we recommend downloading our app. ### Once I've subscribed, how does it work? Once you subscribe you get immediate access to all 6 modules, exercises, quizzes and the downloadable Agentic Canvas. Learn at your own pace and revisit lessons anytime. When you are ready, buy the AXD certificate to sit the exam. ### How quickly can I start learning online? Immediately. Once your payment is processed, you'll receive access details by email and can begin the course right away. ### Do I need specific software to complete this course? No special software is required. All you need is a device with internet access, whether laptop, tablet, or smartphone. ### How is this different from your other courses? AXD is specifically designed for autonomous agents that make decisions and take actions on behalf of humans. If you're building systems that act autonomously in high-stakes contexts (healthcare, finance, insurance), you need AXD. ### Is this course specific to certain industries? The methodology applies across industries where trust violations have real consequences. If you're serving vulnerable users or operating in high-stakes contexts, this course directly addresses your challenges. ### Do I get a certificate? Yes. Once you have completed the course, buy the AXD exam ($899, one free retake included) and pass to earn the AXD certificate from CDI. ### Can I get a refund if I'm not satisfied? We offer a 30-day money-back guarantee. If AXD methodology doesn't meet your expectations, contact us at support@conversationdesigninstitute.com within 30 days for a full refund. ### If I'm buying team access, can I get a discount? Yes. We offer special pricing for team enrollments and enterprise licensing. Contact our team at clientservices@conversationdesigninstitute.com for volume pricing and custom implementation support. ### Can I take just the certification exam? Yes. Experienced practitioners can buy the AXD certificate and sit the exam without taking the course. The exam covers the complete course, so contact us if you would like advice on whether you are ready. Courses Certificates ## Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## Work with our experts However you work with us, the outcome is the same: AI conversations that are measured, fixed, governed, and run by people trained to keep them right. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Before you decide what to fix, you need an honest read on where you stand, scored against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Tools change every quarter. Trained, certified people are what compounds. Professionals, certified against the standards used inside Vodafone, NatWest, and many others. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Some agentic AI work needs senior practitioners. CDI sends people who've built and rebuilt AI agents inside banks, insurers, healthcare providers and public-sector teams. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run, working to the CDI Standards and the CDI Method. [ read more ](/conversational-ai-for-business/forward-deployed-experts) --- --- title: "AXD Certificate | Agentic Experience Design certification | CDI" description: "The AXD Certificate from CDI validates your expertise in designing autonomous AI agents that preserve Conversational Capital. Earned by passing the exam." url: "https://www.conversationdesigninstitute.com/courses/agentic-experience-design/axd" lang: en --- Certificate # AXD Certificate in Agentic Experience Design  The AXD Certificate validates your expertise in designing autonomous AI agents that build Conversational Capital. Demonstrate mastery of the CDI Method for agents, including the Agentic Canvas, Authority Tiers, Exclusions Framework, and systematic deployment. This industry-recognised credential advances your career in autonomous agent design for healthcare, finance, insurance, and enterprise contexts. **Exam time:** 60 minutes [ VIEW CERTIFICATE DETAILS ](https://learn.conversationdesigninstitute.com/course/agentic-experience-design-certification) How it works: subscribe to the Course Plan to learn the modules, then buy this certificate ($899) to take the exam and get certified. [View the AXD syllabus](/resources/download/axd-syllabus)[.](/resources/download/axd-syllabus) ## Certificate details Exam duration 60 minutes Retake 1 Format Online Language English ## Certificate AXD ## Backed by AI Tech companies Global consulting firms Global organizations in Healthcare, Finance, Insurance, Government, Telecom 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#d0000000-0000-4000-8000-000000000100) [Skills ](#d0000000-0000-4000-8000-000000000200) [Who is this certificate for ](#d0000000-0000-4000-8000-000000000300) [Why get certified ](#d0000000-0000-4000-8000-000000000400) [About the Exam ](#d0000000-0000-4000-8000-000000000500) [Explore the Syllabus ](#d0000000-0000-4000-8000-000000000600) [Reviews & Testimonials ](#d0000000-0000-4000-8000-000000000700) [ Download syllabus ](/resources/download/axd-syllabus) [ Enrol in the course ](https://learn.conversationdesigninstitute.com/course/agentic-experience-design) Pass the certification exam and earn an industry-recognised credential in autonomous agent design. ## About This certificate shows that you have deep understanding of Agentic Experience Design methodology, with focus on Conversational Capital, the CDI Method for autonomous agents, context mapping, autonomy boundaries, systematic testing, and trust preservation at scale. The AXD Certificate demonstrates you can design autonomous AI agents that act on behalf of humans while building trust in high-stakes contexts where mistakes have real consequences. It is earned by passing the Agentic Experience Design certification exam. ## Skills and competencies this certificate demonstrates With the AXD Certificate, you demonstrate expertise in: - Conversational Capital: understanding trust as an organisational asset that compounds slowly but collapses suddenly, and designing agents that build capital at scale. - Strategic scoping: identifying what to automate and what to explicitly exclude using the Exclusions Framework, protecting vulnerable moments and power imbalances. - Context mapping: using the Agentic Canvas to map complete context: human goals and mindset, agent capabilities and limitations, autonomy boundaries, trust mechanisms. - Autonomy design: defining appropriate authority levels using Authority Tiers, knowing when agents should act independently, confirm, or escalate. - Systematic testing: validating design before deployment through stakeholder review, Wizard of Oz user testing, and adversarial scenarios. - Trust-preserving deployment: implementing phased rollout (internal, pilot, limited, full) and monitoring capital trajectory, not just efficiency. - CDI Method mastery: applying all 12 steps from strategy through deployment systematically across high-stakes agent implementations. ## Who is this certificate for? This certificate is ideal for those who: - Build autonomous agents in regulated industries: CX leaders, product managers, and designers at healthcare systems, financial institutions, and insurance companies responsible for agents that make decisions affecting people's lives. - Transition from chatbots to autonomous systems: professionals experienced in Conversational AI who need systematic methodology for the elevated responsibility of autonomous action. - Design for high-stakes contexts: anyone creating agents that control outcomes users need (appointment access, loan approvals, claims processing, account management) where trust violations have real consequences. - Need compliance-ready frameworks: practitioners who must demonstrate a systematic approach to stakeholders, regulators, and compliance teams for autonomous decision-making systems. ## Why should you get certified? The AXD Certificate advances your career by validating your expertise in autonomous agent design. It demonstrates your mastery of trust preservation, from scoping with explicit exclusions to designing appropriate autonomy to deploying through systematic rollout. This credential sets you apart because: - Emerging field leadership: position yourself as an expert in agent design before the market becomes saturated. Early adopters of AXD methodology are leading their organisations. - Regulatory confidence: provide documented expertise when compliance teams, legal departments, and regulators require accountability for autonomous systems. - High-stakes credibility: demonstrate you understand the difference between chatbot design and autonomous agent design, and can steward Conversational Capital in contexts where mistakes destroy trust. - Career advancement: qualify for roles in agent strategy, CX innovation leadership, and product management for autonomous systems at organisations where getting it wrong has consequences. - Competitive differentiation: stand out from prompt engineers and chatbot designers. AXD certification proves systematic methodology for responsible autonomous agent design. - Network access: join practitioners across healthcare, finance, and insurance implementing autonomous agents using AXD frameworks; learn from peer implementations and avoid their failures. ## About the exam The AXD Certificate exam evaluates your knowledge of Agentic Experience Design methodology through multiple-choice questions covering: - Conversational Capital concepts and trust dynamics - The shifts driving autonomous agents - The complete 12-step CDI Method for agents - Agentic Canvas context mapping - Authority Tiers and autonomy boundaries - Exclusions Framework application - Testing methodologies (stakeholder, user, adversarial) - Knowledge architecture and Content Debt resolution - Tool contracts and safe action design - Phased deployment and capital trajectory monitoring The exam typically takes around 60 minutes to complete, and a score of 70% or higher is required to pass. You have one opportunity to retake the exam if you do not pass on your initial attempt. You can take the exam after completing all course modules and exercises. ### What training is necessary for this exam? The AXD certification exam validates comprehensive understanding of the complete Agentic Experience Design course.  ### [Agentic Experience Design](/courses/agentic-experience-design) 60 video lessons The complete AXD course: 6 modules covering Foundation, Strategy, Design, Build, Operate and Synthesis, with the full 12-step CDI Method for autonomous agents, practical exercises and downloadable frameworks. [ Learn more ](/courses/agentic-experience-design) ## Explore the full course syllabus ### Curious about what you'll learn? Download the full syllabus to explore the course structure, module breakdown, and the skills you'll gain on the way to becoming a certified Agentic Experience Designer. [ Download the Syllabus ](/resources/download/axd-syllabus) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## These companies rely on CDI's certificates for their CAI teams                   ## Start your journey today Work through the 6 modules at your own pace, complete the exercises, and sit the exam when you are ready.  ## Study first To earn the AXD Certificate, enrol in the Agentic Experience Design course: 6 modules and 60 video lessons covering the full 12-step CDI Method for autonomous agents, with exercises, quizzes and downloadable frameworks. [ Enrol in the course ](https://learn.conversationdesigninstitute.com/course/agentic-experience-design) ## Take certificate exam Once you have completed all modules and exercises, sit the AXD exam. Score 70% or higher to earn your certificate. One free retake is included. [ View the certificate ](https://learn.conversationdesigninstitute.com/course/agentic-experience-design-certification) ## FAQs ### What happens if I don't pass the exam? If you don't pass the exam, you can reach out to student support and request personalised feedback and recommendations for further study. When you feel confident you can request one retake. ### How many times can I retake the exam? Your course enrolment includes one free retake. If you require further attempts, each subsequent retake will need to be purchased separately. ### Is there a waiting period before I can retake the exam? There is no mandatory waiting period before you can retake the exam. That said, we encourage you to look over the feedback from your last attempt and revisit the course materials before trying again. ### Can I take the exam without the course? Not yet. A certificate-only option for experienced practitioners is in development. Contact us if you believe you already have the knowledge to pass. ### Who should I contact if I have questions about the exam? Please contact our support team at [support@conversationdesigninstitute.com](mailto:support@conversationdesigninstitute.com) for any exam-related inquiries. ## Work with our experts However you work with us, the outcome is the same: AI conversations that are measured, fixed, governed, and run by people trained to keep them right. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Before you decide what to fix, you need an honest read on where you stand, scored against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Tools change every quarter. Trained, certified people are what compounds. Professionals, certified against the standards used inside Vodafone, NatWest, and many others. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Some agentic AI work needs senior practitioners. CDI sends people who've built and rebuilt AI agents inside banks, insurers, healthcare providers and public-sector teams. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run, working to the CDI Standards and the CDI Method. [ read more ](/conversational-ai-for-business/forward-deployed-experts) --- --- title: "AI Ethics Course" description: "Learn essential ethical principles for AI, prevent harmful outcomes, and integrate ethics into your workflow. Perfect for conversation designers, AI Trainers, and business stakeholders looking to upskill." url: "https://www.conversationdesigninstitute.com/courses/ai-ethics" lang: en --- Course # Introduction to AI Ethics  Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risks, and strategies to prevent harm. No prior AI experience needed. [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 600+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month (or $37.46/mo billed yearly). [Learn more](/pricing). ## Industry Certification Series Entry requirements None Complexity level Beginner Length of the course 5 Hours Format Online Language English Subtitles available English Certificate On completion of the course ## Your instructor ) Hans van Dam Founder & CEO CDI 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#59406a0b-950c-4357-9e23-c9945c8c45ef) [Modules ](#15a2fd92-d384-4f59-9ee8-ce0214bdbfdb) [Skills ](#378d7f69-96f7-4f79-9f0d-54ecfcab05d0) [What’s included ](#56abfa5d-b26c-465c-b762-fc39a9e33de6) [Exams & Certificates ](#c617ff04-a6c1-4f86-9f38-08fa3b50f9fe) [Reviews & Testimonials ](#36724e20-ded6-482a-b0a1-0a64b6f986c0) [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month. [Learn more](/pricing). ## Welcome to our course: Introduction to Conversational AI Ethics. We have reimagined how students learn, making it easier than ever to dive into this exciting field. Our courses are made up of learning modules covering the strategies, methods, and design patterns that everyone working with Conversational AI should learn and know about. This format allows you to: - Explore individual topics that interest you most - Learn at your own pace - Build a personalized learning path By completing all required modules, you will gain a comprehensive understanding of AI ethics and what it takes to become a responsible Conversational AI professional. For those seeking certification, there’s the opportunity to earn an industry-wide recognized certificate upon completion. ## The course The Introduction to Conversational AI Ethics course is fundamental to anyone working with Conversational AI solutions. During the course, you will become familiar with concepts of AI ethics, including the basic ethical principles and practices for AI, as well as the consequences of not incorporating them into your workflow. The course is led by CDI’s AI Ethics Expert Cami Rincón. During each of the sessions within the modules, you will explore ethical dilemmas and challenges across the workflow through tangible examples. Using the FAST track principles (Fairness, Accountability, Sustainability, Transparency), you will also learn how to not only prevent, but also proactively address the risk of harmful outcomes in your AI projects. Elevate your operations by equipping yourself and your team with the right ethical framework and ensure that you are ready to face any AI challenge with a deep understanding of the ethical aspects of AI. ## What you will learn At the end of the course, you will have learned: - The importance of ethical principles and practices in AI - Ethical considerations with regards to Conversational AI - How to deploy the FAST track principles (Fairness, Accountability, Sustainability, Transparency) in your daily work - How to avoid causing harmful impacts to individuals and society - The main ethical challenges with [conversation design](/topics/conversation-design) and how to address them ## People completing this course are also interested in: Subscribe to CDI’s learning platform and unlock access to a wide range of courses that will help you on your wider [conversation design](/topics/conversation-design) journey, including the Prompt Designer for [Conversational AI](/topics/conversational-ai) course as well as any of our foundational courses. ## Is this the right course for me? Watch this video to find out! ) Hans van Dam Founder & CEO CDI 1:28 min  ## Flexible Payment options        ## Modules  ### [Introduction to AI Ethics](https://learn.conversationdesigninstitute.com/course/ethics) 21 video lessons quizzes and downloadables Gain a comprehensive understanding of AI ethics and what it takes to become a responsible Conversational AI professional. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ethics) AIE ## Skills you’ll learn At the end of the course you will be able to: - Apply Ethical Principles in AI - Address Ethical Challenges in AI Development - Integrate Ethical Frameworks into AI Workflows - Apply FAST Principles (Fairness, Accountability, Sustainability, Transparency) ## What’s included Subscribe to the AI Ethics Course and you’ll have access to: - All AI Ethics course modules - All other course modules - More than 500 videos total - Regular Expert Classes - Regular webinars - Quizzes - Downloadable canvasses - Discounts to global CDI events - Access to CDI Alumni Network - Industry recognized professional certificate - Free exam retake ## Additional benefits ### Exclusive access to our Expert Classes Join virtual live expert classes and learn from the best. CDI hosts weekly live classes with experts from technology companies, leading university researchers, and enterprise practitioners. In these classes, you will learn about the latest developments, you can ask questions, and connect with your peers. ### Join our online community CDI Alumni are worldwide and work at all kinds of organizations. You will find a welcoming community that is always ready to support you in your journey and guide you to the next phase in your career. Connect, share insights, ask questions, access the international job board, and get access to special alumni perks and discounts. ### Live events, webinars and hackathons As a student, you get discounts to all other CDI events. Whether it's a Conversation Design Festival with 1000+ people online, or the in-person Beyond Boundaries festival, you will have early access and a student rate. ## Exams & certificates CDI’s Certificates have become the gold standard for people working in conversational AI. Many enterprises require their teams to be CDI certified to ensure quality in their operations. To be awarded the certificate, you’ll have to take a multiple-choice exam based on the content in the course modules. ## Reasons to get certified ### Professional credibility: A CDI certification validates your expertise and knowledge in the field of [conversation design](/topics/conversation-design), enhancing your professional credibility and reputation ### Industry recognition: The certification is recognized within the industry, making you stand out to employers, clients, and peers as a qualified and competent professional in conversation design. ### Career advancement: With a CDI certification, you are better positioned for career growth opportunities, promotions, and higher salary prospects. It demonstrates your commitment to professional development and mastery of relevant skills. ### Skill validation: The certification process ensures that you have a comprehensive understanding of conversation design principles, techniques, and best practices, providing a benchmark for your skills. ### Competitive advantage: The certification process ensures that you have a comprehensive understanding of conversation design principles, techniques, and best practices, providing a benchmark for your skills. ### Networking opportunities: Being certified by CDI connects you to a network of professionals, experts, and organizations in the conversation design community, offering opportunities for collaboration, mentorship, and knowledge sharing ### Access to resources: Certified professionals often gain access to exclusive CDI resources, tools, and ongoing education, helping you stay updated with the latest trends, technologies, and advancements in the field. ### Enhanced quality of work: The training and knowledge gained through CDI certification enable you to create higher-quality conversations. ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## Team training & certification Are you serious about scaling conversational AI in your organization? Invest in your team's ability to deliver with CDI’s team training and certification programs. CDI provides tailored learning experiences, bringing your entire team up to speed on the latest industry practices. Through collaborative workshops, hands-on projects, and expert-led sessions, we ensure your team develops a shared understanding and structured approach to [conversation design](/topics/conversation-design). With team certification you validate your team's expertise, boosting confidence and productivity, making sure they are capable of delivering best-in-class experiences that deliver value to your business and your customers. [ Discover more ](/conversational-ai-for-business/team-training-and-certification)  ## Trusted by global brands                   ## Career opportunities The world of Conversational AI is constantly evolving. Roles change, technologies advance, and new possibilities emerge. Your learning journey doesn’t end with our courses. Go to our curated [Career Paths](/) and [Team Structure](/) pages to explore what your career journey might look like in the world of Conversational AI. Based on your organization, technology stack, and business goals we help you understand what your ideal team should look like. We have a learning path for every member of your Conversational AI team. Need help understanding the right combination for your organization, technology stack and business goals? [ Get in touch ](/contact)  ## Also get access to these top courses [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) ## FAQs ### Can I complete the training on desktop and mobile? Absolutely! Our platform is fully optimized for both desktop and mobile devices. For the best on-the-go learning experience, we recommend downloading our app. ### Once I've purchased the course subscription, how does it work? Great question! After purchasing, you'll gain immediate access to our comprehensive course materials. You can learn at your own pace, revisit lessons, and engage with our supportive community. ### How quickly can I start learning online? We're excited to have you join us! Once your payment is processed, you'll be enrolled instantly and will receive the access details via email. You can then dive right into the course. ### Do I need anything specific, such as software to complete this course? No special software required! All you need is a device with internet access. Whether it's your laptop, tablet, or smartphone, you're ready to learn. ### Can I cancel my order and get a refund? We're confident you'll love our courses, but if you feel that the program is not for you, we offer a 3-day money-back guarantee. This is enough time for you to explore the modules and make an informed decision. Simply contact us at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) and you will be assisted accordingly. ### If I'm buying more than 1 user access, can I get a discount? Absolutely! We offer special discounts for multiple user licenses. Please contact our sales team at [clientservices@conversationdesigninstitute.com](mailto:clientservices@conversationdesigninstitute.com) for more details and to explore the best options for your team. ### How can I become an AI ethicist? To become an AI ethicist, it's essential to gain knowledge in both ethical theory and artificial intelligence. Take relevant courses, such as those offered by the Conversation Design Institute. Practical experience is also crucial: engage with professionals, work on projects, and develop your skills in analyzing ethical issues within AI. ### What are the 4 pillars of ethical AI? The four pillars of ethical AI are fairness, responsibility, transparency, and effectiveness. These values ​​are crucial for ensuring AI has a positive impact on society. By applying these principles, you can create a fair and reliable future for everyone in the world of artificial intelligence. ### Is AI ethicist a good career? A career as an AI ethicist is highly valuable and future-proof. Demand for professionals in this field is growing, especially in sectors like healthcare, finance, and technology. As an AI ethicist, you play a crucial role in ensuring ethically sound AI implementations, which can have a direct impact on societies and organizations. Courses Certificates ## Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "Conversational AI Trainer Course" description: "Join our Conversational AI Trainer Course to master language model training to enhance and improve AI assistants and AI agents." url: "https://www.conversationdesigninstitute.com/courses/ai-trainer" lang: en --- Course # Conversational AI Training Course  In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whether working with rule-based, intent-based, or generative AI, you’ll gain the skills to create valuable conversational experiences. [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 600+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month (or $37.46/mo billed yearly). [View syllabus](/resources/download/ait-1-syllabus). [Learn more](/pricing). ## Industry Certification Series Entry requirements None Complexity level Intermediate Length of the course 8 hours (2 hours per week for 4 weeks) Format Online Language English Subtitles available English ## Your instructor ) Hans van Dam Founder & CEO CDI ## Certificates AIT1 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#a6097ebb-078c-43ac-9219-0b664d1a26a0) [Modules ](#91643a15-0e03-4ef8-b0ef-fa26e31b6ad7) [Explore the Syllabus ](#c966f7a3-e227-4b2f-bb9e-3614efb56f5c) [Skills ](#786e9c3f-27e0-4453-9c2b-3a05941f896e) [What’s included ](#6d6596e4-97a6-40f8-9eea-a9b2d83e699f) [Exams & Certificates ](#fca8373e-0adf-4ccc-b2ef-454f7036cc1f) [Reviews & Testimonials ](#f6c88ecc-19ff-482a-8b33-a275c9413f5e) [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month. [Learn more](/pricing). ## About The [AI Training](/topics/ai-training) course consists of 3 learning modules, with each module containing several video-chapters. This way you can mix and match modules: - Explore individual topics that interest you most - Learn at your own pace - Build a personalized learning path By completing all required modules, you'll learn the art of teaching AI Assistants to understand human language. And you will be able to earn the industry-wide recognized AI Trainer certificate. ## The course The learning material for this course includes lectures, tests and downloadable reference guides. Knowledge that you can apply directly to your AI Assistant. It consists of 3 modules: - **Theory:** Introduces the role of the AI Trainer within a conversational team, you will learn a glossary of common [AI training](/topics/ai-training) terminology and the challenges of fitting human language to software systems. - **Build:** You will discover the techniques and tools used for training AI systems, and how to implement them. - **Improve:** Helps you enhance your AI Assistant after go-live, by sharing common metrics and ways to measure and optimize them. The AI Training course is the product of deep collaborations with experts from major technology companies, universities, and some of the world’s largest Conversational AI operations. The learning material in this program helps both individual learners accelerate their careers as well as enterprises scale their teams. ## What you will learn At the end of the AI training course, you will be able to: - Use a proven workflow to effectively train and optimize AI Assistants - Collaborate effectively in an enterprise environment - Develop great question recognition systems: Transform ‘messy’ human language into distincts requests that your AI Assistant can understand and act on. - Apply core principles of natural language understanding, entity extraction, and intent recognition to every AI Assistant conversation - Apply your skills to various Conversational AI technologies, platforms and tools, both generative and declarative ## Is this the right course for me? Watch this video to find out! ) Hans van Dam Founder & CEO CDI 1:28 min  ## Flexible Payment options        ## Modules  ### [AI Trainer Theory](https://learn.conversationdesigninstitute.com/course/ai-trainer-theory) 16 video lessons quizzes included 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 language of AI training. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-theory)  ### [AI Trainer Build](https://learn.conversationdesigninstitute.com/course/ai-trainer-build) 18 video lessons quizzes included Learn how to train a language model, implement designs in any conversational AI platform: from simple answers to repair flows, entities and regex conditions. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-build)  ### [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) 29 video lessons quizzes included 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 keep improving? [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) AIT1 ## Explore the full course syllabus ### Curious about what you'll learn?  Download the AIT 1 syllabus to learn how to analyze real user conversations, curate training data, improve AI performance, and collaborate closely with designers and developers. [ Download the Syllabus ](/resources/download/ait-1-syllabus) ## Skills you’ll learn At the end of the course you will be able to: - Apply Natural Language Understanding (NLU) concepts - Follow our efficient CDI workflow - Implement dialog content - Analyse your AI Assistants performance - Continuously improve your AI Assistant - Recognize technical and business metrics - Collaborate cross-functionally ## What’s included Subscribe to the Conversational AI Trainer course and you’ll have access to: - All [AI Training](/topics/ai-training) course modules - All other course modules - More than 500 videos total - Regular Expert Classes - Regular webinars - Quizzes - Downloadable canvasses - Discounts to global CDI events - Access to CDI Alumni Network - Industry-wide recognized certification ## Additional benefits ### Exclusive access to our Expert Classes Join virtual live expert classes and learn from the best. CDI hosts weekly live classes with experts from technology companies, leading university researchers, and enterprise practitioners. In these classes, you will learn about the latest developments, you can ask questions, and connect with your peers. ### Join our online community CDI Alumni are worldwide and work at all kinds of organizations. You will find a welcoming community that is always ready to support you in your journey and guide you to the next phase in your career. Connect, share insights, ask questions, access the international job board, and get access to special alumni perks and discounts. ### Live events, webinars and hackathons As a student, you get discounts to all other CDI events. Whether it's a Conversation Design Festival with 1000+ people online, or the in-person Beyond Boundaries festival, you will have early access and a student rate. ## Exams & certificates CDI’s Certificates have become the gold standard for people working in conversational AI. Many enterprises require their teams to be CDI certified to ensure quality in their operations. To be awarded the certificate, you’ll have to take a multiple-choice exam based on the content in the course modules. ## Reasons to get certified ### Professional credibility: A CDI certification validates your expertise and knowledge in the field of [conversation design](/topics/conversation-design), enhancing your professional credibility and reputation ### Industry recognition: The certification is recognized within the industry, making you stand out to employers, clients, and peers as a qualified and competent professional in [conversation design](/topics/conversation-design). ### Career advancement: With a CDI certification, you are better positioned for career growth opportunities, promotions, and higher salary prospects. It demonstrates your commitment to professional development and mastery of relevant skills. ### Skill validation: The certification process ensures that you have a comprehensive understanding of conversation design principles, techniques, and best practices, providing a benchmark for your skills. ### Competitive advantage: The certification process ensures that you have a comprehensive understanding of conversation design principles, techniques, and best practices, providing a benchmark for your skills. ### Networking opportunities: Being certified by CDI connects you to a network of professionals, experts, and organizations in the [conversation design](/topics/conversation-design) community, offering opportunities for collaboration, mentorship, and knowledge sharing ### Access to resources: Certified professionals often gain access to exclusive CDI resources, tools, and ongoing education, helping you stay updated with the latest trends, technologies, and advancements in the field. ### Enhanced quality of work: The training and knowledge gained through CDI certification enable you to create higher-quality conversations. ## AI Trainer Certificates The training and knowledge gained through CDI certification enable you to create higher-quality conversations. AIT1 ### AI Trainer 1 AI Trainer 1 focuses on the fundamental techniques and workflows to build question recognition into FAQ chatbots and simple multi-turn conversations. The principles in these course modules help individuals develop the right mindset and skillset to create basic human-centered and inclusive conversational chatbots. [ Learn more ](/courses/ai-trainer/ait1) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## Team training & certification Are you serious about scaling conversational AI in your organization? Invest in your team's ability to deliver with CDI’s team training and certification programs. CDI provides tailored learning experiences, bringing your entire team up to speed on the latest industry practices. Through collaborative workshops, hands-on projects, and expert-led sessions, we ensure your team develops a shared understanding and structured approach to [conversation design](/topics/conversation-design). With team certification you validate your team's expertise, boosting confidence and productivity, making sure they are capable of delivering best-in-class experiences that deliver value to your business and your customers. [ Discover more ](/conversational-ai-for-business/team-training-and-certification)  ## Trusted by global brands                   ## Career opportunities The world of Conversational AI is constantly evolving. Roles change, technologies advance, and new possibilities emerge. Your learning journey doesn’t end with our courses. Go to our curated [Career Paths](/blog/career-paths-in-conversational-ai-and-generative-ai) page to explore what your career journey might look like in the world of Conversational AI. Based on your organization, technology stack, and business goals we help you understand what your ideal team should look like. We have a learning path for every member of your Conversational AI team. Need help understanding the right combination for your organization, technology stack and business goals? [ Get in touch ](/contact)  ## Also get access to these top courses [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) ## FAQs ### Can I complete the training on desktop and mobile? Absolutely! Our platform is fully optimized for both desktop and mobile devices. For the best on-the-go learning experience, we recommend downloading our app. ### Once I've purchased the course subscription, how does it work? Great question! After purchasing, you'll gain immediate access to our comprehensive course materials. You can learn at your own pace, revisit lessons, and engage with our supportive community. ### How quickly can I start learning online? We're excited to have you join us! Once your payment is processed, you'll be enrolled instantly and will receive the access details via email. You can then dive right into the course. ### Do I need anything specific, such as software to complete this course? No special software required! All you need is a device with internet access. Whether it's your laptop, tablet, or smartphone, you're ready to learn. ### Can I cancel my order and get a refund? We're confident you'll love our courses, but if you feel that the program is not for you, we offer a 3-day money-back guarantee. This is enough time for you to explore the modules and make an informed decision. Simply contact us at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) and you will be assisted accordingly. ### If I'm buying more than 1 user access, can I get a discount? Absolutely! We offer special discounts for multiple user licenses. Please contact our sales team at [clientservices@conversationdesigninstitute.com](mailto:clientservices@conversationdesigninstitute.com) for more details and to explore the best options for your team. ### What is the best course to learn AI? The best course for learning AI depends on your goals. For a thorough foundation, you can choose a Master's degree in Artificial Intelligence. But if you want to get started quickly, the shorter, practical [courses](https://www.conversationdesigninstitute.com/courses) from the Conversation Design Institute are ideal. Here you'll learn about Conversational AI and how to design agents that help customers. ### What course to study for artificial intelligence? To launch a career in artificial intelligence, consider courses like computer science, mathematics, and data analysis. Specialized [AI courses and training programs,](https://www.conversationdesigninstitute.com/courses) such as those offered by the Conversation Design Institute, are also excellent choices. These programs provide practical skills and knowledge essential for success in this dynamic field. ### Can I learn AI for free? Yes, you can learn AI for free. Our [free courses](https://www.conversationdesigninstitute.com/resources#free-courses) offer access to valuable knowledge about artificial intelligence. Join a large community of over 16k participants and discover how AI can impact your life and work. Start learning today! ### What do AI trainers do? An AI trainer develops and optimizes artificial intelligence systems, such as chatbots and virtual assistants, so they communicate naturally. This involves training models, fine-tuning their performance, and ensuring they can perform tasks efficiently, tailored to human interaction and expectations. ### How to be an AI trainer with no experience? You can become an AI trainer without experience by taking online [courses](https://www.conversationdesigninstitute.com/courses/ai-trainer) that cover the basics of AI and machine learning. Start with free platforms to build your knowledge. In addition, practical experience, such as internships or projects, will help you strengthen your skills and gain confidence in training AI systems. ### How much do AI trainers make? AI trainers earn an average of between €50,000 and €100,000 per year, depending on their experience and the sector they work in. Entry-level trainers start around €50,000, while experienced trainers in technology-intensive environments can earn more. Specialization, company size, and location also play a significant role in salary. ### How to become a certified AI trainer? To become a certified AI trainer, follow our structured training program, where you'll gain the necessary skills and knowledge. Complete the course material and pass the exam. Upon successful completion, you'll receive the [CDI Certified AI Trainer](https://www.conversationdesigninstitute.com/courses/ai-trainer/ait1) credential, demonstrating your expertise. ### What do you need to be an AI trainer? To become an AI trainer, it's helpful to have knowledge of technology, computer science, or engineering. Experience in specific sectors also plays a significant role. Furthermore, a passion for artificial intelligence and communication skills are essential for working effectively with and training AI systems. Courses Certificates ## Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "AI Trainer Certificate (AIT1) – Train Conversational AI Assistants" description: "Earn your AIT1 AI Trainer Certification to master training AI Assistants. Globally recognized, this certificate boosts your career in conversational AI." url: "https://www.conversationdesigninstitute.com/courses/ai-trainer/ait1" lang: en --- Certificate # AI Trainer Certificate - AIT1  The AIT1 Certification focuses on the fundamentals of AI training, teaching you to train AI Assistants to process human language. Learn the mindset and skills to build human-centered, inclusive chatbots. This certification proves you can teach AI to recognize and respond to user queries effectively. **Exam time:** 50 minutes [ View certificate details ](https://learn.conversationdesigninstitute.com/course/ai-trainer-certification) How it works: subscribe to the Course Plan to learn the modules, then buy this certificate ($499) to take the exam and get certified. You can also take the exam on its own. [View syllabus](/resources/download/ait-1-syllabus). ## Certificate details Exam duration 75 minutes Retake 1 Format online Language English ## Certificate AIT1 ## Backed by AI Tech companies Global consulting firms Global organizations in Finance, CS, Health, Government, Telco, Energy 15K Active Students 1.6K Certified professionals 78 % Average score ## Chapters [About ](#f04d7f6f-83f8-4c61-8d79-a2dd4b5aaba9) [Skills ](#cb2ad0a3-a00c-4b56-9852-57f6b46beb6d) [Who is this certificate for ](#c868ab68-3837-455b-82d3-f6c5a7bf197b) [Why get certified ](#704c9bc4-9baa-46c2-812a-6d4e6f311b89) [About the Exam ](#15fe13d0-4e99-423d-8f64-fde7fc30b6b5) [Explore the Syllabus ](#9d9a61d4-5f07-47e5-97bb-89d414af263a) [Reviews & Testimonials ](#7f8962f4-3b2c-4945-a086-fcec04404542) [ Download syllabus ](/resources/download/ait-1-syllabus) [ More about the certificate ](https://learn.conversationdesigninstitute.com/course/ai-trainer-certification) Pass the certificate exam and earn an industry-recognized certification that validates your expertise in AI Training. ## About This certificate demonstrates your expertise in Natural Language Understanding (NLU) model development, with a strong focus on intent classification, named entity recognition, and other advanced NLU techniques. It shows you have mastered essential skills in training and optimizing AI language models to accurately understand user inputs and extract meaningful information from text. ## Skills and competencies this certificate demonstrates With the [AI Trainer](/courses/ai-trainer/) certificate in hand, you prove you have the following skills and are ready to train AI Assistants: - Collect and preprocess conversational data - Understand basic natural language processing (NLP) concepts - Create and manage datasets for training and testing - Evaluate model performance using standard metrics - Collaborate effectively with Conversation Designers, Prompt Designers and developers ## Who is this certificate for? This certificate is ideal for those who: - Are looking to transition into the field of Conversational AI data engineering and training. - Are already developing AI Assistants and want to improve these efficiently. - Want to help AI assistants learn to understand human language. It's also suitable for recent graduates in computer science, data science and linguistics, as well as professionals from adjacent industries who want to specialize in Conversational AI. ## Why should you get certified? Certification in [AI Training](/topics/ai-training) offers substantial benefits for both for you as a professional and for your employer. It provides you a structured learning path, validates expertise, and can lead to career advancement opportunities. This credential shows you can improve the question recognition quality of any AI assistant you are asked to work on. ## About the exam The AIT Certificate exam assesses your understanding of key [AI training](/topics/ai-training) principles and best practices. The exam primarily consists of multiple-choice questions. The exam typically takes around 75 minutes to complete, and a score of 70% or higher is required to pass. You have one opportunity to retake the exam if you do not pass on your initial attempt. ### What training is necessary for this exam? Here’s a list of the modules you should complete before taking this exam. Please be aware that for access to these modules you need the CDI Course Subscription Plan. The exam leading to the AIT1 certificate validates you as having a solid understanding of the following modules:  ### [AI Trainer Theory](https://learn.conversationdesigninstitute.com/course/ai-trainer-theory) 16 video lessons quizzes included 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 language of AI training. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-theory)  ### [AI Trainer Build](https://learn.conversationdesigninstitute.com/course/ai-trainer-build) 18 video lessons quizzes included Learn how to train a language model, implement designs in any conversational AI platform: from simple answers to repair flows, entities and regex conditions. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-build)  ### [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) 29 video lessons quizzes included 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 keep improving? [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) ## Explore the full course syllabus ### Curious about what you'll learn?  Download the AIT 1 syllabus to learn how to analyze real user conversations, curate training data, improve AI performance, and collaborate closely with designers and developers. [ Download the Syllabus ](/resources/download/ait-1-syllabus) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## These companies rely on CDI’s certificates for their CAI teams                   ## Getting certified The certificates and underlying skillsets relate to the levels of skill and competence. For example, a level one certificate allows you to build an AI Assistant up to maturity level 2; Design for function. ### CDI Certificates $499 per certificate. Each certificate is a separate purchase. Choose the one that fits your role. [ More Info ](https://learn.conversationdesigninstitute.com/certifications)  [ More Info ](https://learn.conversationdesigninstitute.com/certifications) ### CAIC - CAI Consultant Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ) Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ## Start your journey today At CDI you decide how to learn and when you want to get certified. This means that it is possible to take the exam as a standalone option, without a prior subscription. But we recommend that you subscribe to the Course Subscription first in order to gain the knowledge needed to pass the exam with flying colors.  ## Study first To follow the AIT 1 courses you must subscribe to the Course Subscription. This will give you unlimited access to all course content and modules - not just the AIT 1 modules! [ See subscription plans ](/pricing) ## Take certificate exam Once you feel ready to get certified, just purchase the AIT 1 exam, complete it and earn your AIT 1 certificate. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-certification) ## FAQs ### What happens if I don't pass the exam? If you don’t pass the final exam, you can reach out to student support and request personalized feedback and recommendations for further studying. When you feel confident you can request one retake. ### How many times can I retake the exam? Your initial exam purchase includes one free retake. If you require further attempts, each subsequent retake will need to be purchased separately. ### Is there a waiting period before I can retake the exam? There is no mandatory waiting period before you can retake the exam. That said, we really encourage you to take a little time to look over the feedback from your last attempt and brush up on the course materials before trying again. It'll definitely boost your chances of passing! ### Who should I contact if I have questions about the exam? Please contact our support team at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) for any exam-related inquiries. ### Do AI trainers get paid? Yes, [AI trainers](/courses/ai-trainer/) receive attractive salaries. Mid-level professionals earn between €90,000 and €130,000 per year, depending on their industry and experience. Moreover, more than 70% of AI trainers move on to better-paying positions, such as machine learning engineers or AI specialists, within five years. ### What exactly does an AI trainer do? An AI trainer teaches artificial intelligence systems like chatbots and virtual assistants to communicate effectively and perform human tasks. This includes developing dialogues, optimizing interactions, and training systems to meet your expectations. This makes AI tools increasingly user-friendly and relevant to users. ### What is the salary of an AI trainer? The average salary for an AI trainer in India is approximately ₹5,82,852 per year, which is significantly higher than the national average. This reflects the growing demand for AI expertise and the importance of trainers in developing effective [conversational AI](/topics/conversational-ai). Therefore, you can expect this role to be well-remunerated. ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "CDI’s Conversational AI Method Foundation Course" description: "Learn and improve your Conversational AI skills with CDI’s CAI Method Foundation Course, which focuses on human-centered design, sample dialogues, and more" url: "https://www.conversationdesigninstitute.com/courses/cdi-method" lang: en --- Course # CDI Method Foundation  Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conversational AI Assistants. [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 600+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month (or $37.46/mo billed yearly). [View syllabus](/resources/download/method-foundation-syllabus). [Learn more](/pricing). ## Industry Certification Series Entry requirements None Complexity level Beginner Length of the course 9 Hours (3 hours per week for 3 weeks) Format Online Language English Subtitles available English ## Your instructor ) Hans van Dam Founder & CEO CDI 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#96e3d1d9-ab6f-49cd-b26f-928ab25d6daa) [Modules ](#08e2d1da-4c7a-4743-9be7-85eb90396814) [Explore the Syllabus ](#9a2e9392-cbcd-490e-a492-a6c6b8f34c42) [Skills ](#592071b2-7d55-4696-ae86-6b52e9ef518d) [What’s included ](#287d2078-b4fc-436f-bf94-742fbf82476a) [Exams & Certificates ](#343dd0d0-6637-4181-98dc-e4bf935c15f4) [Reviews & Testimonials ](#b3a45d9d-5225-4eb8-a075-6672506361ef) [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month. [Learn more](/pricing). ## Welcome to the CDI Method Foundation Course. Developed in the field through working with clients all over the world, learning both the theoretical method and practical workflow will bring you a great step closer to becoming an expert in Conversational AI. The CDI Method course is perfect for you if you want to: - Understand what makes Conversational AI projects successful - Use a workflow that is going to increase the quality of your Conversational AI team - Ensure that your Conversational AI can help your organization achieve goals now, and in the future. The course has 67 videos presented by Hans van Dam and Falene McKenna. And to support your learning, enjoy downloadable worksheets and diagrams. ## The course This course is for both managers and functional teams. It shares the CDI maturity model, the CDI integral framework based on mindset, skillset, culture, and systems, and the CDI Conversation Design Workflow that is helping teams around the world create human-centric and inclusive conversational experiences for both chat and voice applications. Then for each step in the workflow, you’ll learn what the step is and why it’s important, as well as an overview of how to do the step, and key considerations. ## What you will learn At the end of this course you will have a full understanding of: - Defining your organizational goals - Selecting winning use cases - CDI Workflow Strategy - CDI Workflow Design - CDI Workflow Build - CDI Integral Strategy Framework ## Is this the right course for me? Watch this video to find out ) Hans van Dam Founder & CEO CDI 5:20 min  ## Flexible Payment options        ## Modules  ### [CDI Method Foundation](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 video lessons downloadable resources Learn CDI’s Method Foundation: the Conversational AI workflow that is helping teams around the world create human-centric and inclusive Conversational AI Assistants. From strategy to implementation, the CDI Method will help you reach your goals. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) CDIM ## Explore the full course syllabus ### Curious about what you'll learn?  Download the syllabus to explore the CDI Method, a proven framework that brings structure and empathy to your AI projects, whether you're in CX, UX, or product. [ Download the Syllabus ](/resources/download/method-foundation-syllabus) ## Skills you’ll learn At the end of the course you will be able to: - Understand how Conversational AI helps your organization achieve goals - Define user and bot personas for more authentic interactions - Identify and map out use cases that align with business needs - The step-by-step process for creating conversational flows and sample dialogues - The importance of user and bot needs in [conversation design](/topics/conversation-design) - How to implement Wizard of Oz testing to fine-tune your dialogues - Strategies for repairing and optimizing flows for a more seamless user experience - The basics of AI Training in Conversational AI - How to use the integral model for long term success ## What’s included Subscribe to the CDI Method Foundation Course and you’ll have access to: - All CDI Method Foundation course modules - All other course modules - More than 500 videos total - Regular Expert Classes - Regular webinars - Quizzes - Downloadable canvasses - Discounts to global CDI events - Access to CDI Alumni Network - Industry-wide recognized certification ## Additional benefits ### Exclusive access to our Expert Classes Join virtual live expert classes and learn from the best. CDI hosts weekly live classes with experts from technology companies, leading university researchers, and enterprise practitioners. In these classes, you will learn about the latest developments, you can ask questions, and connect with your peers. ### Join our online community CDI Alumni are worldwide and work at all kinds of organizations. You will find a welcoming community that is always ready to support you in your journey and guide you to the next phase in your career. Connect, share insights, ask questions, access the international job board, and get access to special alumni perks and discounts. ### Live events, webinars and hackathons As a student, you get discounts to all other CDI events. Whether it's a Conversation Design Festival with 1000+ people online, or the in-person Beyond Boundaries festival, you will have early access and a student rate. ## Exams & certificates CDI’s Certificates have become the gold standard for people working in conversational AI. Many enterprises require their teams to be CDI certified to ensure quality in their operations. To be awarded the certificate, you’ll have to take a multiple-choice exam based on the content in the course modules. ## Reasons to get certified ### Professional credibility: A CDI certification validates your expertise and knowledge in the field of [conversation design](/topics/conversation-design), enhancing your professional credibility and reputation ### Industry recognition: The certification is recognized within the industry, making you stand out to employers, clients, and peers as a qualified and competent professional in [conversation design](/topics/conversation-design). ### Career advancement: With a CDI certification, you are better positioned for career growth opportunities, promotions, and higher salary prospects. It demonstrates your commitment to professional development and mastery of relevant skills. ### Skill validation: The certification process ensures that you have a comprehensive understanding of [conversation design](/topics/conversation-design) principles, techniques, and best practices, providing a benchmark for your skills. ### Competitive advantage: The certification process ensures that you have a comprehensive understanding of [conversation design](/topics/conversation-design) principles, techniques, and best practices, providing a benchmark for your skills. ### Networking opportunities: Being certified by CDI connects you to a network of professionals, experts, and organizations in the [conversation design](/topics/conversation-design) community, offering opportunities for collaboration, mentorship, and knowledge sharing ### Access to resources: Certified professionals often gain access to exclusive CDI resources, tools, and ongoing education, helping you stay updated with the latest trends, technologies, and advancements in the field. ### Enhanced quality of work: The training and knowledge gained through CDI certification enable you to create higher-quality conversations. ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## Team training & certification Are you serious about scaling conversational AI in your organization? Invest in your team's ability to deliver with CDI’s team training and certification programs. CDI provides tailored learning experiences, bringing your entire team up to speed on the latest industry practices. Through collaborative workshops, hands-on projects, and expert-led sessions, we ensure your team develops a shared understanding and structured approach to [conversation design](/topics/conversation-design). With team certification you validate your team's expertise, boosting confidence and productivity, making sure they are capable of delivering best-in-class experiences that deliver value to your business and your customers. [ Discover more ](/conversational-ai-for-business/team-training-and-certification)  ## Trusted by global brands                   ## Career opportunities The world of Conversational AI is constantly evolving. Roles change, technologies advance, and new possibilities emerge. Your learning journey doesn’t end with our courses. Go to our curated [Career Paths](/blog/career-paths-in-conversational-ai-and-generative-ai) page to explore what your career journey might look like in the world of Conversational AI. Based on your organization, technology stack, and business goals we help you understand what your ideal team should look like. We have a learning path for every member of your Conversational AI team. Need help understanding the right combination for your organization, technology stack and business goals? [ Get in touch ](/contact)  ## Also get access to these top courses [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) ## FAQs ### Can I complete the training on desktop and mobile? Absolutely! Our platform is fully optimized for both desktop and mobile devices. For the best on-the-go learning experience, we recommend downloading our app. ### Once I've purchased the course subscription, how does it work? Great question! After purchasing, you'll gain immediate access to our comprehensive course materials. You can learn at your own pace, revisit lessons, and engage with our supportive community. ### How quickly can I start learning online? We're excited to have you join us! Once your payment is processed, you'll be enrolled instantly and will receive the access details via email. You can then dive right into the course. ### Do I need anything specific, such as software to complete this course? No special software required! All you need is a device with internet access. Whether it's your laptop, tablet, or smartphone, you're ready to learn. ### Can I cancel my order and get a refund? We're confident you'll love our courses, but if you feel that the program is not for you, we offer a 3-day money-back guarantee. This is enough time for you to explore the modules and make an informed decision. Simply contact us at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) and you will be assisted accordingly. ### If I'm buying more than 1 user access, can I get a discount? Absolutely! We offer special discounts for multiple user licenses. Please contact our sales team at [clientservices@conversationdesigninstitute.com](mailto:clientservices@conversationdesigninstitute.com) for more details and to explore the best options for your team. Courses Certificates ## Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "Conversation Design Certificate | CDI’s CDI Method Foundation Certificate" description: "Validate your ability to design AI assistants with the CDI Method Foundation Certification. Learn a structured workflow for building user-friendly, human-centric conversations. Master key steps like selecting use cases, designing interactions, and improving AI performance. Gain an industry-recognized credential to advance your career in conversational AI." url: "https://www.conversationdesigninstitute.com/courses/cdi-method/method-foundation-certificate" lang: en --- Certificate # CDI Method Foundation Certificate  This industry-recognized credential validates your ability to design effective AI assistants using a structured workflow. Demonstrate expertise in selecting use cases, designing intuitive interactions, and fostering AI team collaboration. **Exam time:** 30 minutes [ View certificate details ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation-certification) How it works: subscribe to the Course Plan to learn the modules, then buy this certificate ($499) to take the exam and get certified. You can also take the exam on its own. [View syllabus](/resources/download/method-foundation-syllabus). ## Certificate details Exam duration 30 minutes Retake 1 Format online Language English ## Certificate CDIM ## Backed by AI Tech companies Global consulting firms Global organizations in Finance, CS, Health, Government, Telco, Energy 15K Active Students 1.6K Certified professionals 78 % Average score ## Chapters [About ](#a37e602e-dff8-4f57-88d8-aae1c57ff077) [Skills ](#96659e75-3b15-4730-b425-1cce7ed6b747) [Who is this certificate for ](#ca9e7438-f7d9-4cfe-92b2-d2858360a0c6) [Why get certified ](#b6b6d17a-9627-4b32-ba94-58e157878b70) [About the Exam ](#67ddf52b-837e-4fa0-aef1-6b1c5eefecef) [Explore the Syllabus ](#b325ecce-f15a-48ea-82cd-97819e6a475f) [Reviews & Testimonials ](#d0c272af-6e0d-4e3c-8999-feb1721127e5) [ Download syllabus ](/resources/download/method-foundation-syllabus) [ More about the certificate ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation-certification) Pass the certificate exam and earn an industry-recognized certification that validates your expertise in Conversation Design. ## About This certificate shows that you have a deep understanding of the Conversation Design Institute workflow, with an extra focus on human-centricity, sample dialogue, flowcharting, wizard-of-oz testing, and handover design. ## Skills and competencies this certificate demonstrates Earning the **CDI Method Foundation certification** shows that you understand how to create AI assistants that are helpful, human-centric, and easy to use. You’ll learn: - **How to plan and structure AI projects** using a step-by-step workflow. - **How to design conversations** that feel natural and meet user needs. - **How to pick the right use cases** to ensure AI adds real value. - **How to collaborate effectively** with different teams, from designers to developers. - **How to improve AI assistants over time** by testing and refining conversations. ## Who is this certificate for? This certification is great for: - Managers and teams who want to create AI assistants that work well for users. - Product managers, designers, and developers working with chatbots or voice assistants. - Anyone new to conversational AI looking for a clear, structured way to build better AI experiences. ## Why should you get certified? The CDI Method Foundation certification helps you stand out in the growing field of [conversational AI](/topics/conversational-ai). It proves that you understand the best practices for designing and improving AI assistants. Whether you’re starting out or want to sharpen your skills, this certification gives you the knowledge to build AI that works. ## About the exam The CDI Method Foundation certificate exam evaluates your knowledge of [conversation design](/topics/conversation-design) principles through multiple-choice questions. The exam typically takes around 30 minutes to complete, and a score of 70% or higher is required to pass. You have one opportunity to retake the exam if you do not pass on your initial attempt. ### What training is necessary for this exam? Here’s a list of the modules you should complete before taking this exam. Please be aware that for access to these modules you need the CDI Course Subscription Plan. The exam leading to the CDI Method Foundation certificate validates you as having a solid understanding of the following modules:  ### [CDI Method Foundation](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 video lessons downloadable resources Learn CDI’s Method Foundation: the Conversational AI workflow that is helping teams around the world create human-centric and inclusive Conversational AI Assistants. From strategy to implementation, the CDI Method will help you reach your goals. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) ## Explore the full course syllabus ### Curious about what you'll learn?  Download the syllabus to explore the [CDI Method](/courses/cdi-method/), a proven framework that brings structure and empathy to your AI projects, whether you're in CX, UX, or product. [ Download the Syllabus ](/resources/download/method-foundation-syllabus) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## These companies rely on CDI’s certificates for their CAI teams                   ## Getting certified To get certified, you will need to complete the exam for the selected certificate, which includes one free resit. ### CDI Certificates $499 per certificate. Each certificate is a separate purchase. Choose the one that fits your role. [ More Info ](https://learn.conversationdesigninstitute.com/certifications)  [ More Info ](https://learn.conversationdesigninstitute.com/certifications) ### CAIC - CAI Consultant Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ) Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ## Start your journey today At CDI you decide how to learn and when you want to get certified. This means that it is possible to take the exam as a standalone option, without a prior subscription. But we recommend that you subscribe to the Course Subscription first in order to gain the knowledge needed to pass the exam with flying colors.  ## Study first To follow the [CDI Method Foundation](/courses/cdi-method/) course you must subscribe to the Course Subscription. This will give you unlimited access to all course content and modules - not just the CDI Method Foundation modules! [ See subscription plans ](/pricing) ## Take certificate exam Once you feel ready to get certified, just purchase the [CDI Method Foundation](/courses/cdi-method/) exam, complete it and earn your CDI Method Foundation certificate. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation-certification) ## FAQs ### What happens if I don't pass the exam? If you don’t pass the final exam, you can reach out to student support and request personalized feedback and recommendations for further studying. When you feel confident you can request one retake. ### How many times can I retake the exam? Your initial exam purchase includes one free retake. If you require further attempts, each subsequent retake will need to be purchased separately. ### Is there a waiting period before I can retake the exam? There is no mandatory waiting period before you can retake the exam. That said, we really encourage you to take a little time to look over the feedback from your last attempt and brush up on the course materials before trying again. It'll definitely boost your chances of passing! ### Who should I contact if I have questions about the exam? Please contact our support team at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) for any exam-related inquiries. ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "Conversation Designer" url: "https://www.conversationdesigninstitute.com/courses/conversation-designer" lang: en --- Course # Conversation Design Course  This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use cases. [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 600+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month (or $37.46/mo billed yearly). [Learn more](/pricing). View syllabus for [CxD 1](/resources/download/cxd-1-syllabus) and [CxD 2](/resources/download/cxd-2-syllabus). ## Industry Certification Series Entry requirements None Complexity Level Intermediate Length of the Course 10 Hours (2.5 hours per week for 4 weeks) Format Online Subtitles Available English ## Your instructor ) Hans van Dam Founder & CEO CDI ## Certificates CXD1 CXD2 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#fc9f4d5c-9855-442e-95f4-a3e342183521) [Modules ](#af2cdbd8-0612-4118-93fb-2472e6b12436) [Explore the Syllabi ](#e8c716e3-e49c-49bd-9092-f1c0f2994c07) [Skills ](#3fbe1ae1-8d96-4df2-9376-21c3d9a5bf5e) [What’s included ](#5b55b3c0-b2a3-4b0e-b089-2408235bcb4b) [Exams & Certificates ](#bc10be68-85c0-404a-96b1-26639a6bb97f) [Reviews & Testimonials ](#323a229d-9ab3-49ff-a2ed-386f7cc3da87) [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month. [Learn more](/pricing). ## Welcome to the Conversation Designer Course. We have reimagined how students learn, making it easier than ever to dive into this exciting field. Our courses are made up of learning modules covering the strategies, methods, and design patterns that every conversation designer should learn and know about. This format allows you to: - Explore individual topics that interest you most - Learn at your own pace - Build a personalized learning path By completing all required modules, you'll gain a comprehensive understanding of the art of designing conversations and what it takes to become a successful conversational AI professional. For those seeking certification, there is the opportunity to earn two industry-wide recognized certificates along the way. ## The course This course is fundamental for everyone working in conversational AI. You will learn about the psychology behind human-computer interaction, the design approaches that make up good conversations, and the Conversation Design Institute Method that ensures consistency in your work. ## What you will learn At the end of the course you will be able to: - Use a proven method that helps create winning AI assistants - Develop user journeys into clear dialogue that drives user behavior - Collaborate effectively in an enterprise environment - Stand your ground as a designer in an engineering environment - Apply principles ad design patterns to every chatbot conversation - Identify which use cases should be generative and declarative - Have a Skillset that can be used with every conversational Ai technology, both generative and declerative ## Is this the right course for me? Watch this video to find out ) Hans van Dam Founder & CEO CDI 5:20 min  ## Flexible Payment options        ## Modules  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 20 video lessons quizzes included Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 video lessons quizzes included Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) CXD1  ### [Persona Development](https://learn.conversationdesigninstitute.com/course/persona-development) 6 video lessons quizzes included Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 video lessons quizzes included Learn what makes people act, and learn how to apply behavioural psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) CXD2 ## Download the full course syllabi ### Curious about what you'll learn? Download the full syllabi for both Conversation Designer certificates below: ### Conversation Designer Certificate (CxD 1)  Get the full breakdown of modules, skills, and tools you'll learn to start designing human-centered AI conversations. [ Download the Syllabus ](/resources/download/cxd-1-syllabus) ### Advanced Conversation Designer Certificate (CxD 2)  Explore how to take your conversation design skills further with tone of voice, behavioral psychology, and complex dialogue design. [ Download the Syllabus ](/resources/download/cxd-2-syllabus) ## Skills you’ll learn At the end of the course you will be able to: - Identify use cases - Understand user personas - Develop tone of voice - Understand user needs - Create first drafts - Implement fundamental design patterns - Collaborate with AI Trainers, Prompt Designers, and Developers - Monitor performance and improve deployed [chatbots](/topics/chatbots) ## What’s included Subscribe to the Conversation Designer Course and you’ll have access to: - All conversation design course modules - All other course modules - More than 250 videos total - Regular Expert Classes - Regular webinars - Quizzes - Downloadable canvasses - Discounts to global CDI events - Access to CDI Alumni Network - Industry-wide recognized certification ## Additional benefits ### Exclusive access to our Expert Classes Join virtual live expert classes and learn from the best. CDI hosts weekly live classes with experts from technology companies, leading university researchers, and enterprise practitioners. In these classes, you will learn about the latest developments, you can ask questions, and connect with your peers. ### Join our online community CDI Alumni are worldwide and work at all kinds of organizations. You will find a welcoming community that is always ready to support you in your journey and guide you to the next phase in your career. Connect, share insights, ask questions, access the international job board, and get access to special alumni perks and discounts. ### Live events, webinars and hackathons As a student, you get discounts to all other CDI events. Whether it's a Conversation Design Festival with 1000+ people online, or the in-person Beyond Boundaries festival, you will have early access and a student rate. ## Exams & certificates CDI’s Certificates have become the gold standard for people working in conversational AI. Many enterprises require their teams to be CDI certified to ensure quality in their operations. To be awarded the certificate, you’ll have to take a multiple-choice exam based on the content in the course modules. ## Reasons to get certified ### Professional credibility: A CDI certification validates your expertise and knowledge in the field of [conversation design](/topics/conversation-design), enhancing your professional credibility and reputation ### Industry recognition: The certification is recognized within the industry, making you stand out to employers, clients, and peers as a qualified and competent professional in conversation design. ### Career advancement: With a CDI certification, you are better positioned for career growth opportunities, promotions, and higher salary prospects. It demonstrates your commitment to professional development and mastery of relevant skills. ### Skill validation: The certification process ensures that you have a comprehensive understanding of [conversation design](/topics/conversation-design) principles, techniques, and best practices, providing a benchmark for your skills. ### Competitive advantage: The certification process ensures that you have a comprehensive understanding of conversation design principles, techniques, and best practices, providing a benchmark for your skills. ### Networking opportunities: Being certified by CDI connects you to a network of professionals, experts, and organizations in the [conversation design](/topics/conversation-design) community, offering opportunities for collaboration, mentorship, and knowledge sharing ### Access to resources: Certified professionals often gain access to exclusive CDI resources, tools, and ongoing education, helping you stay updated with the latest trends, technologies, and advancements in the field. ### Enhanced quality of work: The training and knowledge gained through CDI certification enable you to create higher-quality conversations. ## Conversation Designer Certificates The training and knowledge gained through CDI certification enable you to create higher-quality conversations. CXD1 ### Conversation Designer CXD1 focuses on the fundamental methods and design patterns that create value in FAQ chatbots and simpler multi-turn conversations. The principles in these course modules help individuals develop the right mindset and skillset to create basic human-centered and inclusive conversational chatbots. [ Learn more ](/courses/conversation-designer/cxd1) CXD2 ### Conversation Designer CXD2 builds on top of CXD1 and focuses more on designing for trust and behavior with course modules on tone of voice, personality, behavior psychology, and more. These advanced principles allow for multi-turn conversations in complex and regulated environments like sales, healthcare, and emotion management in customer service. [ Learn more ](/courses/conversation-designer/cxd2) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## Team training & certification Are you serious about scaling conversational AI in your organization? Invest in your team's ability to deliver with CDI’s team training and certification programs. CDI provides tailored learning experiences, bringing your entire team up to speed on the latest industry practices. Through collaborative workshops, hands-on projects, and expert-led sessions, we ensure your team develops a shared understanding and structured approach to [conversation design](/topics/conversation-design). With team certification you validate your team's expertise, boosting confidence and productivity, making sure they are capable of delivering best-in-class experiences that deliver value to your business and your customers. [ Discover more ](/conversational-ai-for-business/team-training-and-certification)  ## Trusted by global brands                   ## Career opportunities The world of Conversational AI is constantly evolving. Roles change, technologies advance, and new possibilities emerge. Your learning journey doesn’t end with our courses. Go to our curated [Career Paths](/blog/career-paths-in-conversational-ai-and-generative-ai) page to explore what your career journey might look like in the world of Conversational AI. Based on your organization, technology stack, and business goals we help you understand what your ideal team should look like. We have a learning path for every member of your Conversational AI team. Need help understanding the right combination for your organization, technology stack and business goals? [ Get in touch ](/contact)  ## Also get access to these top courses [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) ## FAQs ### Can I complete the training on desktop and mobile? Absolutely! Our platform is fully optimized for both desktop and mobile devices. For the best on-the-go learning experience, we recommend downloading our app. ### Once I've purchased the course subscription, how does it work? Great question! After purchasing, you'll gain immediate access to our comprehensive course materials. You can learn at your own pace, revisit lessons, and engage with our supportive community. ### How quickly can I start learning online? We're excited to have you join us! Once your payment is processed, you'll be enrolled instantly and will receive the access details via email. You can then dive right into the course. ### Do I need anything specific, such as software to complete this course? No special software required! All you need is a device with internet access. Whether it's your laptop, tablet, or smartphone, you're ready to learn. ### Can I cancel my order and get a refund? We're confident you'll love our courses, but if you feel that the program is not for you, we offer a 3-day money-back guarantee. This is enough time for you to explore the modules and make an informed decision. Simply contact us at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) and you will be assisted accordingly. ### If I'm buying more than 1 user access, can I get a discount? Absolutely! We offer special discounts for multiple user licenses. Please contact our sales team at [clientservices@conversationdesigninstitute.com](mailto:clientservices@conversationdesigninstitute.com) for more details and to explore the best options for your team. ### How much do conversational designers make? Conversation designers typically earn between $70,000 and $200,000, depending on their experience and role. An entry-level designer starts around $70,000 to $90,000, while mid-level designers can earn $90,000 to $125,000\. Senior and principal designers can expect to earn between $125,000 and $200,000+, depending on their expertise. Courses Certificates ## Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "Conversation Design Certificate | CDI’s CxD 1 Certification" description: "Validate your conversation design expertise with our CxD 1 Certificate. Master human-centered design principles, from user needs analysis to flowcharting and user testing. Advance your career with this industry-recognized credential." url: "https://www.conversationdesigninstitute.com/courses/conversation-designer/cxd1" lang: en --- Certificate # CxD1 Certificate in Conversation Design  The CxD 1 Certificate validates your expertise in CDI’s human-centered approach. Demonstrate skills in sample dialogues, flowcharting, user testing, and handover design. This industry-recognized credential helps you advance in conversational AI, chatbot design, and AI assistant development. **Exam time:** 50 minutes [ View certificate details ](https://learn.conversationdesigninstitute.com/course/conversation-designer-certification) How it works: subscribe to the Course Plan to learn the modules, then buy this certificate ($499) to take the exam and get certified. You can also take the exam on its own. [View syllabus](/resources/download/cxd-1-syllabus). ## Certificate details Exam duration 50 minutes Retake 1 Format online Language English ## Certificate CXD1 ## Backed by AI Tech companies Global consulting firms Global organizations in Finance, CS, Health, Government, Telco, Energy 15K Active Students 1.6K Certified professionals 78 % Average score ## Chapters [About ](#1b5db43e-8fb6-47b5-a142-d34fcc2c1eaa) [Skills ](#c26fc6f7-dcb5-475f-a3dd-aba7f887f6ee) [Who is this certificate for ](#10fef396-7c5d-4152-9780-d405132967e2) [Why get certified ](#bd2c9c17-64e2-407a-ad13-1fccfc611d12) [About the Exam ](#c93fce73-c247-4d63-ac8a-7ea5cf26f8b3) [Explore the Syllabus ](#59950d8b-6571-4a07-9adc-127ec486a6dc) [Reviews & Testimonials ](#3a2e174d-08b1-430b-b983-ef2d9d0bb8c1) [ View syllabus ](/resources/download/cxd-1-syllabus) [ More About the Certificate ](https://learn.conversationdesigninstitute.com/course/conversation-designer-certification) Pass the certificate exam and earn an industry-recognized certification that validates your expertise in Conversation Design. ## About This certificate shows that you have a deep understanding of the Conversation Design Institute workflow, with an extra focus on human-centricity, sample dialogue, flowcharting, wizard-of-oz testing, and handover design. ## Skills and competencies this certificate demonstrates With the CxD 1 Certificate, you demonstrate expertise in: - User-centric design: Understanding user needs, personas, and identifying valuable use cases. - Conversation flow: Creating engaging and effective conversation flows using proven design patterns. - Dialogue writing: Crafting high-quality, user-friendly conversational copy that aligns with brand voice. - Validation & Iteration: Conducting user testing, gathering feedback, and iteratively improving designs. - Collaboration: Working effectively with AI Trainers, Prompt Designers, and Developers. ## Who is this certificate for? This certificate is ideal for those who: - Want to build a career in designing conversations: This includes those starting out or looking to improve their skills. - Work with chatbots or voice assistants: Professionals like UX designers, product managers, writers, and customer service representatives. - Want to learn how to create engaging and helpful conversations: Individuals who want to understand and apply best practices for designing conversations that users enjoy. ## Why should you get certified? The CxD 1 Certificate boosts your career by validating your [conversation design](/topics/conversation-design) expertise. It demonstrates your mastery of user-centered principles, from understanding user needs to crafting engaging dialogues and iterating on designs. This credential sets you apart from the competition, enhances your employability, and positions you for advancement in the exciting field of [conversational AI](/topics/conversational-ai). ## About the exam The CxD 1 Certificate exam evaluates your knowledge of [conversation design](/topics/conversation-design) principles through multiple-choice questions. The exam typically takes around 50 minutes to complete, and a score of 70% or higher is required to pass. You have one opportunity to retake the exam if you do not pass on your initial attempt. ### What training is necessary for this exam? Here’s a list of the modules you should complete before taking this exam. Please be aware that for access to these modules you need the CDI Course Subscription Plan. The exam leading to the CxD1 certificate validates you as having a solid understanding of the following modules:  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 20 video lessons quizzes included Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 video lessons quizzes included Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) ## Explore the full course syllabus ### Curious about what you'll learn?  Download the full syllabus to explore the course structure, module breakdown, teacher bios, and the skills you’ll gain in your journey to becoming a certified [Conversation Designer](/courses/conversation-designer/). Perfect for anyone considering a career in AI, UX writing, or digital experience design. [ Download the Syllabus ](/resources/download/cxd-1-syllabus) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## These companies rely on CDI’s certificates for their CAI teams                   ## Getting certified To get certified, you will need to complete the exam for the selected certificate, which includes one free resit. ### CDI Certificates $499 per certificate. Each certificate is a separate purchase. Choose the one that fits your role. [ More Info ](https://learn.conversationdesigninstitute.com/certifications)  [ More Info ](https://learn.conversationdesigninstitute.com/certifications) ### CAIC - CAI Consultant Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ) Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ## Start your journey today At CDI you decide how to learn and when you want to get certified. This means that it is possible to take the exam as a standalone option, without a prior subscription. But we recommend that you subscribe to the Course Subscription first in order to gain the knowledge needed to pass the exam with flying colors.  ## Study first To follow the CxD 1 courses you must subscribe to the Course Subscription. This will give you unlimited access to all course content and modules - not just the CxD 1 modules! [ See subscription plans ](/pricing) ## Take certificate exam Once you feel ready to get certified, just purchase the CxD 1 exam, complete it and earn your CxD 1 certificate. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-designer-certification) ## FAQs ### What happens if I don't pass the exam? If you don’t pass the final exam, you can reach out to student support and request personalized feedback and recommendations for further studying. When you feel confident you can request one retake. ### How many times can I retake the exam? Your initial exam purchase includes one free retake. If you require further attempts, each subsequent retake will need to be purchased separately. ### Is there a waiting period before I can retake the exam? There is no mandatory waiting period before you can retake the exam. That said, we really encourage you to take a little time to look over the feedback from your last attempt and brush up on the course materials before trying again. It'll definitely boost your chances of passing! ### Who should I contact if I have questions about the exam? Please contact our support team at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) for any exam-related inquiries. ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "Conversation Design Certificate | CDI’s CxD 2 Certification" description: "Craft compelling conversational experiences with our CxD 2 Certificate. Master the art of writing engaging dialogue, defining brand voice, and optimizing conversation flows. Advance your career as a skilled conversational copywriter." url: "https://www.conversationdesigninstitute.com/courses/conversation-designer/cxd2" lang: en --- Certificate # CxD2 Certificate in Conversation Design  The CxD 2 Certificate validates your expertise in crafting compelling conversational experiences. Demonstrate skills in writing captivating dialogue, defining brand voice, and optimizing conversation flows. This industry-recognized credential helps you advance in conversational AI, chatbot design, and AI assistant development. **Exam time:** 50 minutes [ View certificate details ](https://learn.conversationdesigninstitute.com/course/conversation-designer-certification-2) How it works: subscribe to the Course Plan to learn the modules, then buy this certificate ($499) to take the exam and get certified. You can also take the exam on its own. [View syllabus](/resources/download/cxd-2-syllabus). ## Certificate details Exam duration 50 minutes Retake 1 Format online Language English ## Certificate CXD2 ## Backed by AI Tech companies Global consulting firms Global organizations in Finance, CS, Health, Government, Telco, Energy 15K Active Students 1.6K Certified professionals 78 % Average score ## Chapters [About ](#b4cb9dee-383a-4b7d-a2d4-5ee8e49cf876) [Skills ](#a48901e5-cc26-4096-a1b2-46daecae4cc1) [Who is this certificate for ](#8a71d297-09e1-491e-9130-b90c3f730676) [Why get certified ](#478f1ff8-9875-41b2-aa43-99ab22d5ecb4) [About the Exam ](#132208b4-3080-47d3-9842-2df011b477f9) [Explore the Syllabus ](#feaa7457-de89-4a49-ad7d-05bd6672e744) [Reviews & Testimonials ](#94dc6bd1-b3eb-481d-86ed-2791dfe27a6a) [ Download syllabus ](/resources/download/cxd-2-syllabus) [ More about the certificate ](https://learn.conversationdesigninstitute.com/course/conversation-designer-certification-2) Pass the certificate exam and earn an industry-recognized certification that validates your expertise in Conversation Design. ## About This certificate shows that you know how to turn words into resonating dialogue, with an emphasis on personality, psychology, and the expert rewrite. You know how to support the conversational team and take [conversation design](/topics/conversation-design) to the next level. ## Skills and competencies this certificate demonstrates With the CxD 2 Certificate, you demonstrate expertise in: - Motivational design: Applying conversational techniques to increase user engagement and drive desired actions. - Bot Personality development: Crafting engaging bot personalities that are consistent, authentic, and enjoyable for users. - Compelling dialogue writing: Creating high-quality, user-friendly conversational copy that is clear, concise, and effective. - Conversational strategy: Developing and implementing strategies for effective and engaging conversational experiences. ## Who is this certificate for? The CxD 2 Certificate is ideal for those who: - Craft conversational experiences: This includes copywriters, content strategists, and anyone involved in writing for chatbots, voice assistants, or other conversational interfaces. - Want to enhance their conversational writing skills: Professionals looking to improve their ability to write engaging, user-friendly, and effective dialogue. - Desire a strong foundation in motivational design: Individuals who want to learn how to use language to influence user behavior and drive desired outcomes. - Work within a conversational AI team: Those who collaborate with Conversation Designers, AI Trainers, and other stakeholders to create exceptional conversational experiences. ## Why should you get certified? The CxD 2 Certificate elevates your career as a conversational copywriter. It demonstrates your mastery of crafting compelling and engaging dialogue, defining brand voice, and optimizing conversation flows. This valuable credential sets you apart from the competition, enhances your employability, and positions you for success in the exciting field of conversational AI. ## About the exam The CxD 2 Certificate exam evaluates your understanding of conversational copywriting principles through multiple-choice questions. The exam typically takes around 75 minutes to complete, and a score of 70% or higher is required to pass. You have one opportunity to retake the exam if you do not pass on your initial attempt. ### What training is necessary for this exam? Here’s a list of the modules you should complete before taking this exam. Please be aware that for access to these modules you need the CDI Course Subscription Plan. The exam leading to the CxD 2 certificate validates you as having a solid understanding of the following modules:  ### [Persona Development](https://learn.conversationdesigninstitute.com/course/persona-development) 6 video lessons quizzes included Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 video lessons quizzes included Learn what makes people act, and learn how to apply behavioural psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Explore the full course syllabus ### Curious about what you'll learn?  Download the CxD 2 syllabus to explore how this advanced course builds expertise in tone of voice, behavioral psychology, flow strategy, and enterprise-ready conversation design. [ Download the Syllabus ](/resources/download/cxd-2-syllabus) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## These companies rely on CDI’s certificates for their CAI teams                   ## Getting certified To get certified, you will need to complete the exam for the selected certificate, which includes one free resit. ### CDI Certificates $499 per certificate. Each certificate is a separate purchase. Choose the one that fits your role. [ More Info ](https://learn.conversationdesigninstitute.com/certifications)  [ More Info ](https://learn.conversationdesigninstitute.com/certifications) ### CAIC - CAI Consultant Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ) Please [get in touch](/contact) to learn more about how we certify and price this qualification, based on the courses you have undertaken with us previously. [ Contact our team ](/contact) ## Start your journey today At CDI you decide how to learn and when you want to get certified. This means that it is possible to take the exam as a standalone option, without a prior subscription. But we recommend that you subscribe to the Course Subscription first in order to gain the knowledge needed to pass the exam with flying colors.  ## Study first To follow the CxD 2 courses you must subscribe to the Course Subscription. This will give you unlimited access to all course content and modules - not just the CxD 2 modules! [ See subscription plans ](/pricing) ## Take certificate exam Once you feel ready to get certified, just purchase the CxD 2 exam, complete it and earn your CxD 2 certificate. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-designer-certification-2) ## FAQs ### What happens if I don't pass the exam? If you don’t pass the final exam, you can reach out to student support and request personalized feedback and recommendations for further studying. When you feel confident you can request one retake. ### How many times can I retake the exam? Your initial exam purchase includes one free retake. If you require further attempts, each subsequent retake will need to be purchased separately. ### Is there a waiting period before I can retake the exam? There is no mandatory waiting period before you can retake the exam. That said, we really encourage you to take a little time to look over the feedback from your last attempt and brush up on the course materials before trying again. It'll definitely boost your chances of passing! ### Who should I contact if I have questions about the exam? Please contact our support team at [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) for any exam-related inquiries. ## For businesses Our clients trust and come back to us, because they see tangible and lasting results. Here’s how we can help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute can assess your team, technology, and organization. We provide expert recommendations on how to improve. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team’s knowledge and confidence with our training and certification programs. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or on-going basis. Get support on launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) --- --- title: "Introduction to Agentic Experience Design" description: "Learn to design autonomous AI agents that preserve trust at scale. CDI’s Introduction to Agentic Experience Design (AXD) course, online and self-paced." url: "https://www.conversationdesigninstitute.com/courses/introduction-to-agentic-experience-design" lang: en --- Course # Introduction to Agentic Experience Design  In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fundamentals of the CDI Method for designing agents that act autonomously while preserving trust in high-stakes contexts. [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 600+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month (or $37.46/mo billed yearly). [Learn more](/pricing). View syllabus for [Introduction to AXD](/resources/download/introduction-axd-syllabus). ## Industry Certification Series Entry requirements None Complexity Level Beginner to Intermediate Length of the Course 4 Hours of study (videos + exercises) Format Online, Self-paced Subtitles Available English ## Your instructor ) Hans van Dam Founder & CEO CDI ## Certificates AXD 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#fc9f4d5c-9855-442e-95f4-a3e342183521) [Foundations & Modules ](#af2cdbd8-0612-4118-93fb-2472e6b12436) [Download Syllabus ](#e8c716e3-e49c-49bd-9092-f1c0f2994c07) [Skills ](#3fbe1ae1-8d96-4df2-9376-21c3d9a5bf5e) [What’s included ](#5b55b3c0-b2a3-4b0e-b089-2408235bcb4b) [Exams & Certificates ](#bc10be68-85c0-404a-96b1-26639a6bb97f) [Reviews & Testimonials ](#323a229d-9ab3-49ff-a2ed-386f7cc3da87) [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get this course, plus 40+ topic-based modules, 600+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month. [Learn more](/pricing). View syllabus for [AXD](/resources/download/axd-syllabus). ## Welcome to Introduction to Agentic Experience Design. The systematic methodology for designing autonomous AI agents in high-stakes contexts. The shift from chatbots to autonomous agents is already [happening](https://www.conversationdesigninstitute.com/topics/agentic-experience-design). Systems that once responded to commands now make decisions and take actions on behalf of humans, booking appointments, processing claims, approving requests, coordinating care. This creates an unprecedented opportunity to build Conversational Capital at scale. It also creates unprecedented risk to destroy trust faster than it can be rebuilt. This course provides the frameworks you need when automation stops responding and starts acting. ## Why AXD exists Traditional chatbot design focuses on answering questions. Agentic Experience Design focuses on autonomous action while preserving Conversational Capital: the trust that compounds slowly but collapses suddenly. You’re no longer designing systems that inform. You’re designing systems that act on behalf of humans in contexts where mistakes have real consequences. AXD gives you systematic methodology for this new reality. ## What you will learn At the end of the course you will be able to: - Apply the complete 12-step CDI Method to autonomous agent design - Design agents that build Conversational Capital, not destroy it - Use the Agentic Canvas to map complete context before designing - Define appropriate autonomy boundaries using Authority Tiers - Identify what NOT to automate using the Exclusions Framework - Test design before building through stakeholder review and Wizard of Oz - Deploy through systematic phased rollout protecting trust at scale - Measure capital trajectory, not just efficiency metrics - Steward trust in healthcare, finance, insurance, and enterprise contexts ## Is this the right course for me? Watch this video to find out ) Hans van Dam Founder & CEO CDI 3:45 min  ## Flexible Payment options        ## Modules  ### Course Introduction \- Introduction  ### Foundation \- Why Agentic Systems Exist \- Conversational Capital \- What is an Agent  ### Strategy \- Step 1: Scope Use Cases \- Step 2: Identify Users \- Step 3: Consider Technology \- Step 4: Develop Guidelines  ### Design \- Step 5: Mentalize Context \- Step 6: Golden Conversations \- Step 7: Agent Artifacts \- Step 8: Testing \- Step 9: Feedback and Iteration  ### Build \- Step 10: Knowledge and Architecture \- Step 11: Tool Integration \- Step 12: Deploy & Optimize  ### Synthesis \- Synthesis AXD ## Download the Introduction to AXD syllabus ### Curious about what you’ll learn? Download the syllabus with detailed curriculum breakdown: foundations, the 12-step CDI Method, frameworks and skills. [ Download the Syllabus ](/resources/download/introduction-axd-syllabus) ## Skills you’ll learn At the end of the course you will be able to: - Identify which use cases to automate and which to explicitly exclude - Map complete context using the Agentic Canvas - Design appropriate autonomy using Authority Tiers - Protect vulnerable users and high-stakes contexts systematically - Create golden conversations defining excellence - Test agents before deployment (stakeholder, user, adversarial) - Build knowledge architecture that resolves Content Debt - Deploy through phased rollout protecting Conversational Capital - Monitor capital trajectory, not just efficiency metrics - Steward trust at scale in regulated environments ## What’s included Enroll in the Introduction to Agentic Experience Design course and you’ll have access to: - The AXD Methodology introduction: 17 video lessons (Introduction + 3 Foundations + 12 CDI Method steps + Synthesis) - Practical Exercises: Reflection prompts and hands-on assignments after each lesson - Knowledge Validation: Quizzes and assessments ensuring comprehension - Frameworks: Agentic Canvas, Authority Tiers, Exclusions Framework and the Agent Charter template - Exclusive Discounts: Preferred pricing for CDI events, workshops, and advanced courses - Community Access: Join 15,000+ CDI alumni network across healthcare, finance, insurance, and enterprise ## Additional benefits ### Regular Webinars & Expert Classes Join virtual live sessions and learn from industry practitioners. CDI hosts regular webinars covering agent design implementations, emerging frameworks, regulatory considerations, and real-world case studies. ### Join Our Online Community Connect with 15,000+ CDI-certified professionals across industries. The CDI alumni network spans healthcare systems, financial institutions, insurance companies, and enterprises facing similar autonomous agent challenges. Share implementations, ask questions, learn from peer experiences, and access the international job board. ### Live Events & Conferences As an AXD student, you get discounts to all CDI events. Whether it’s virtual festivals or in-person Beyond Boundaries conferences, you’ll have early access and preferred pricing. ## Professional Certification A certificate of completion for Introduction to Agentic Experience Design Upon completing all lessons and assessments, you’ll receive certificate of completion for Introuction to Experience Design from CDI, the world’s leading institute for conversational AI and autonomous agent design. This certification demonstrates you have: - Mastery of AXD methodology and the 12-step CDI Method - Expertise in designing autonomous agents for high-stakes contexts - Understanding of Conversational Capital and trust preservation at scale - Ability to apply systematic frameworks (Agentic Canvas, Authority Tiers, Exclusions) ## Reasons to get certified with CDI ### Professional credibility CDI's certifications enhance your credibility with employers, clients, and stakeholders in regulated industries. ### Industry recognition As autonomous agents become central to organisational strategy, CDI's Introduction to AXD certificate positions you as a qualified expert in this emerging field. ### Career advancement You’re positioned for leadership roles in agent design, Customer Experience (CX) innovation, and product management for autonomous systems. ### Competitive advantage In a market flooded with prompt engineering courses, CDI's Introduction to AXD course demonstrates you understand the systematic methodology for designing agents responsibly in high-stakes contexts. ### Networking opportunities Connect with practitioners across healthcare, finance, insurance implementing autonomous agents using AXD frameworks. ### Enhanced quality of work Our Introduction to AXD course enables you to design agents that build Conversational Capital instead of destroying it, protecting your organisation’s most valuable asset. ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ) Cindy Cardol  ) Stephen Lee  ) Tobias Ditzer  ) Lorraine Burrell  ) Austin Bedford  ) Matthew Smith  ) Marloes van der Stelt  ) Francesco Palma  “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ) Rick Witjes ABN Amro Interaction Designer ) Aliena Cai Aliena Design LLC CEO 6:11 min  “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant ## Team training & certification Are you building autonomous agents across your organization? Invest in your team’s ability to design responsibly at scale. CDI provides tailored AXD training, bringing your entire team up to speed on systematic methodology for autonomous agent design. Through collaborative workshops, hands-on projects applying AXD frameworks to your specific use cases, and expert-led sessions, we ensure your team develops shared understanding and structured approach to preserving Conversational Capital. With team certification, you validate your team’s expertise, ensuring they’re capable of designing agents that build trust, not destroy it. [ Discover more ](/conversational-ai-for-business/team-training-and-certification)  ## Trusted by global brands                   ## Career opportunities The world of autonomous AI is rapidly evolving. AXD methodology positions you for the roles emerging around it. ### Where AXD takes you Understanding AXD methodology positions you for roles where someone has to decide what an agent may do and prove it is safe, such as Agentic Experience Designer, CX innovation lead, and product manager for autonomous systems, trust and safety specialist. Your learning does not end with this course: look out for more advanced AXD courses from CDI. [ Talk to us about your path ](/contact) ) Understanding AXD methodology positions you for roles where someone has to decide what an agent may do and prove it is safe, such as Agentic Experience Designer, CX innovation lead, and product manager for autonomous systems, trust and safety specialist. Your learning does not end with this course: look out for more advanced AXD courses from CDI. [ Talk to us about your path ](/contact) ## Also get access to these top courses [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) ## FAQs ### Can I complete the training on desktop and mobile? Yes. Our platform is fully optimized for both desktop and mobile devices. For the best on-the-go learning experience, we recommend downloading our app. ### Once I’ve purchased the course, how does it work? After purchasing, you’ll gain immediate access to all 17 video lessons, exercises, quizzes, and downloadable frameworks. You can learn at your own pace, revisit lessons anytime, and engage with our community through your 3-year subscription. ### How quickly can I start learning online? Immediately. Once your payment is processed, you’ll receive access details by email and can begin the course right away. ### Do I need specific software to complete this course? No special software is required. All you need is a device with internet access, whether laptop, tablet, or smartphone. ### How is this different from your other courses? AXD is specifically designed for autonomous agents that make decisions and take actions on behalf of humans. Our Conversation Designer course focuses on traditional chatbots and voice assistants. If you’re building systems that act autonomously in high-stakes contexts (healthcare, finance, insurance), you need AXD. ### Can I get a refund if I’m not satisfied? We offer a 30-day money-back guarantee. If AXD methodology doesn’t meet your expectations, contact us at support@conversationdesigninstitute.com within 30 days for a full refund. ### If I’m buying team access, can I get a discount? Yes. We offer special pricing for team enrollments and enterprise licensing. Contact our team at clientservices@conversationdesigninstitute.com for volume pricing and custom implementation support. ### Is this course specific to certain industries? The methodology applies across industries, but examples and case studies focus on regulated contexts (healthcare, financial services, insurance) where trust violations have real consequences. If you’re serving vulnerable users or operating in high-stakes contexts, this course directly addresses your challenges. ### Do I get a certificate? Yes. Upon completing all lessons and assessments, you receive a professional AXD certificate of completion from CDI demonstrating methodology mastery. ### Can I take just the certification exam? We’re developing a certificate-only option for experienced practitioners. Contact us if you believe you already have the knowledge to pass the certification exam. Courses Certificates ## Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## Work with our experts However you work with us, the outcome is the same: AI conversations that are measured, fixed, governed, and run by people trained to keep them right. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Before you decide what to fix, you need an honest read on where you stand, scored against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Tools change every quarter. Trained, certified people are what compounds. Professionals, certified against the standards used inside Vodafone, NatWest, and many others. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Some agentic AI work needs senior practitioners. CDI sends people who've built and rebuilt AI agents inside banks, insurers, healthcare providers and public-sector teams. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run, working to the CDI Standards and the CDI Method. [ read more ](/conversational-ai-for-business/forward-deployed-experts) --- --- title: "Conversational AI for Business" description: "Conversation Design Institute works with enterprises in banking, insurance, healthcare and the public sector: assessment against the CDI Standards, training and certification, and senior consulting on agentic AI." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business" lang: en --- # Conversational AI for Business Every conversation between your AI agents and your customers is either a deposit into the trust your brand has built, or a withdrawal from it. CDI works with enterprises in banking, insurance, healthcare and the public sector. Assessment, training and certification, and senior consulting on agentic AI. [ OUR CASE STUDIES ](/case-studies) [ ENTERPRISE TRAINING ](/conversational-ai-for-business/team-training-and-certification)                   ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Work with our experts However you work with us, the outcome is the same: AI conversations that are measured, fixed, governed, and run by people trained to keep them right. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Before you decide what to fix, you need an honest read on where you stand, scored against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Tools change every quarter. Trained, certified people are what compounds. Professionals, certified against the standards used inside Vodafone, NatWest, and many others. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Some agentic AI work needs senior practitioners. CDI sends people who've built and rebuilt AI agents inside banks, insurers, healthcare providers and public-sector teams. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run, working to the CDI Standards and the CDI Method. [ read more ](/conversational-ai-for-business/forward-deployed-experts) ## From where you stand to getting it right ### Understand your current state Whether you are course correcting or just starting out, the first step is always to complete a sober assessment of your current state. Scored against the CDI Standards Framework's thirty-one standards, we validate your assumptions about your team, technology, and budget, and identify opportunities for improvement. ### Define a strategy that makes sense for you You need a comprehensive strategy describing how you will use Conversational AI to achieve your goals. We can ensure this makes sense for your organisation, based on your current state, while also avoiding common mistakes. ### Turn your strategy into a roadmap A strategy is nothing but a pretty document if you don’t translate it into a roadmap. We can help with this critical step to ensure you have a sensible, comprehensive, easy-to-socialise plan for turning your Conversational AI vision into reality. ### Get practical advice during implementation and beyond Conversational AI is more than an IT project. It’s a new and fundamental shift in how you communicate with your customers and yourselves. We can be your trusted advisor, whenever and however you need us, throughout this complex but rewarding journey. ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager ## Get AI conversations right with CDI assessments and workshops Curious what an engagement looks like? Get the full brochures by email. ) Assessments ### Find out what’s wrong. Then put it right. By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Get the brochure Your download will be sent shortly to your e-mail. ) Workshops ### Get it right in your context. By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Get the catalogue Your download will be sent shortly to your e-mail. ## FAQs ### Who is CDI, and what do you do? Conversation Design Institute helps enterprises get AI conversations right. We assess Conversational AI against the CDI Standards Framework, consult on fixing and building it, and train and certify the professionals who run it, the same standards used inside Vodafone, NatWest, and many others. ### Who do you work with? Enterprises in banking, insurance, healthcare, telecom, and the public sector, from first assistant to global, multi-market programmes, including Vodafone, HP, Deutsche Telekom, and Nespresso. ### How do we get started? Most enterprises start with an assessment for an honest read on where they stand, but you can equally start with training, a workshop, or a consulting engagement. ### What do you assess and consult against? The CDI Standards Framework: 31 standards across six domains, each with maturity levels, so "good" is defined, not a matter of opinion. Assessments, consulting, and certification all run on the same framework. ### Are you tied to a particular technology or platform? No; CDI is technology-agnostic. We work across declarative and generative stacks, every major platform, and both chat and voice, so the standards and the training hold whatever you build on. ### Can you train our whole team, not just advise us? Yes; that's the point. Tools change every quarter; trained, certified people are what compounds. We certify designers, AI trainers, PMs, and product leads in the CDI method, as a team, so the capability stays when consultants leave.                   ## Start the conversation Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI Assessment & Maturity Evaluation" description: "Evaluate your AI assistant, team capabilities, and organisational maturity with the CDI Standards Framework. Find out what's wrong, then put it right." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/assessment" lang: en --- # Conversational AI assessment and maturity Find out what's wrong. Then put it right. CDI assessments evaluate your AI assistant's performance and your organisation's readiness to scale it, scored against the CDI Standards Framework. The result: a maturity scorecard, a gap analysis, and a prioritised roadmap that shows what to put right next. [ See our case studies ](/case-studies) [ Try Free maturity assessment ](https://scorecard.conversationdesigninstitute.com/cdi-maturity-assessment) Watch video  ## CDI’s Assessment Services Find out what's wrong. Then put it right. CDI's assessments give you an independent, scored read on your Conversational AI against the CDI Standards Framework: 31 standards across six domains, each with maturity levels, together defining what it takes to get AI conversations right. Four tiers, matched to your timescales, budget, and the depth you need; every one delivers a scorecard that shows where you stand, and a prioritised roadmap that shows what to put right next. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### Light A fast first read. An online diagnostic workshop, an automated review of your assistant, and an assessment of your vision and roadmap. You leave knowing where you stand and what to put right first. Ideal for: Organisations that need a fast, independent read before committing to a deeper engagement. ### Focused The standards that matter most. A diagnostic workshop, online or onsite, and a hands-on review of your live assistant: twelve priority standards scored in full, an indicative read across all 31, and a 90-day plan for putting the gaps right, all delivered in 15 working days. Ideal for: Organisations with a live assistant that need to know where the gaps are, which are structural, and which are quick fixes. ### Comprehensive A full, evidence-verified read. An extended diagnostic workshop, onsite or online, covering your AI assistant, vision and roadmap, business case, planning, design and implementation practices, and your KPIs and metrics. You leave with a verified scorecard, and a roadmap for getting it right at scale. Ideal for: Organisations scaling Conversational AI or introducing LLMs, where the decisions ahead justify a verified baseline. ### Continuous A standing quarterly read. Each quarter CDI runs the cycle: a workshop with your leads, a re-score of your priority standards against your Comprehensive baseline. Maturity becomes something you manage, not something you measure once. Ideal for: Organisations that have completed a Comprehensive Assessment and want the roadmap kept on track, quarter by quarter. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Turn insights into action Your assessment shows what's wrong. Consulting is how you put it right. CDI's consulting services provide hands-on implementation support: from establishing governance structures to building team capabilities. We keep it right as you scale, through each phase of your roadmap. [ Explore Consulting Services ](/conversational-ai-for-business/consulting)  ## Why work with CDI ### Value-driven outcomes Our goal is to show organisations a clear pathway towards achieving their business goals and maximising ROI. ### Proven methodology The CDI Standards Framework is grounded in years of experience training and building successful conversational AI teams at scale. ### Tangible and actionable Our clients trust and return to us because we deliver them prioritised, practical, and tailored recommendations. ### Trusted experts Our people have served a wide variety of industries and clients, from startups to Fortune 500 companies. “After working with more than 100 enterprises I started to see the patterns that I knew we could codify. That system ultimately became the CDI Standards Framework” ) Hans van Dam CEO, Conversation Design Institute ) Find out what’s wrong. Then put it right. CDI’s assessments give you an independent, scored read on your conversational AI against the CDI Standards Framework: thirty-one standards across six domains, each with maturity levels. Learn about our Light, Focused, Comprehensive and Continuous assessments - what each delivers and how long each takes - everything you need to choose the right way in. **Must read for:** Heads of CX and Digital, Conversational AI leads, Product owners, anyone deciding what to fix first ## Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Your download will be sent shortly to your e-mail. ## FAQs ### Which assessment should we start with? Light if you want a fast, independent read before committing further. Focused if you have a live assistant and need to know where the gaps are. Comprehensive if you're scaling, or introducing LLMs, and the decisions ahead means you need a baseline to work with. All three score against the same [CDI Standards Framework](/conversational-ai-for-business/standards-framework), so you can move up without starting again. ### How long does each take? Focused is delivered in 15 working days. Light is quicker; Comprehensive takes longer, depending on how much evidence there is to verify. We confirm the timescale with you before we start. ### What do we need to give you? Access to the assistant, a sample of real conversations, the reports you already run, and your leads' time for the workshop. For Comprehensive, the documents behind your roadmap and business case as well. ### What happens after the assessment? The roadmap is yours to act on, with or without us. If you want help, our [consulting](/conversational-ai-for-business/consulting) engagements take the items in priority order, and Continuous keeps the score moving quarter by quarter. ## Trusted by global brands                   ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## What do you want to do? [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Build or evolve a Conversational AI experience" description: "Build a new Conversational AI experience or evolve one you already have: migrate it, scale it across markets, take it to the next level. Conversation Design Institute puts expert hands on the build, getting it right end to end." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/build" lang: en --- # Build or evolve a Conversational AI experience You want to build a new Conversational AI experience, or evolve one you already have: migrate it, scale it across markets, or take it to the next level. You need expert hands on the build, getting it right end to end. [ Start the conversation ](#contact-consulting) ) ## What we build with you Whether you're starting from nothing or taking an existing assistant further, CDI's experts help you get it right end to end: strategy and roadmap, design and build, implementation, global expansion, and migration. [ ready to talk? ](https://mail.conversationdesigninstitute.com/meetings/conversewithben/bookmeeting?uuid=52ae44ec-4bb3-4e1d-b599-35f5dcbd79e3) [Agentic Experience Design](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) ) ### [Agentic Experience Design](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) Learn the CDI method for designing AI agents that act responsibly, with governance and trust built in. Right for the agentic era. [ read more ](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) [Strategic support](/conversational-ai-for-business/consulting) ) ### [Strategic support](/conversational-ai-for-business/consulting) We help clients define their North Star and roadmap for their conversational AI initiatives, as well as the value proposition and map out potential cost savings. [ Read more ](/conversational-ai-for-business/consulting) [Design and build AI assistants](/conversational-ai-for-business/consulting) ) ### [Design and build AI assistants](/conversational-ai-for-business/consulting) We plan, design, and build AI assistants for clients without an existing team. We can help you build anything, from a POC to a production-ready, customer-facing product. [ Read more ](/conversational-ai-for-business/consulting) [Implementation support](/conversational-ai-for-business/consulting) ) ### [Implementation support](/conversational-ai-for-business/consulting) We can take on any implementation task, from managing training data to interacting with engineers to testing and deployment. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run: working to the CDI Standards and the CDI Method, with the institute behind [ ](/conversational-ai-for-business/forward-deployed-experts) [Global expansion](/conversational-ai-for-business/consulting) ) ### [Global expansion](/conversational-ai-for-business/consulting) Planning a multi-market rollout of your AI assistant? You can work with our experts to plan and execute global expansion or set up global governance. [ Read more ](/conversational-ai-for-business/consulting) [Migration support](/conversational-ai-for-business/consulting) ) ### [Migration support](/conversational-ai-for-business/consulting) Planning an AI assistant migration? Our experts help you plan and execute it smoothly, without losing what was working. [ Read more ](/conversational-ai-for-business/consulting) ## Before, during, and after the build [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/team-capability) Build the team's capability our standards ## The CDI Standards Framework Our assessments aren't a matter of opinion; they're measured against the CDI Standards Framework, our definition of what it takes to get AI conversations right. The CDI Standards Framework brings together two fundamental perspectives: **People and Organisations**: how individuals grow, and how teams operate; and **Interior and Exterior**: what we believe, and what we build. Each standard is evaluated through **Four Forces**: Mindset, Skillset, Culture and Systems. Our thirty-one standards across six domains each have maturity levels, so "good" is defined and your progress is something you can actually see.    **Six domains, thirty-one standards** with maturity levels from foundational to leading. ) Find out what’s wrong. Then put it right. CDI’s assessments give you an independent, scored read on your conversational AI against the CDI Standards Framework: thirty-one standards across six domains, each with maturity levels. Learn about our Light, Focused, Comprehensive and Continuous assessments - what each delivers and how long each takes - everything you need to choose the right way in. **Must read for:** Heads of CX and Digital, Conversational AI leads, Product owners, anyone deciding what to fix first ## Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Your download will be sent shortly to your e-mail. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Start the conversation Ready to get it right? Tell us what you're building. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### Can you migrate our existing assistant? Yes; we plan and execute migrations, and have done it without losing what was working. ### Can you build from scratch, or only improve an existing assistant? Both; from a proof of concept to a production-ready, customer-facing assistant, or evolving one you already have. ### Can you help us scale across markets and languages? Yes; multi-market rollout and multilingual expansion are core, including setting up global governance so quality holds as you scale. ### Are you tied to a particular platform? No; we're technology-agnostic and work across declarative and generative stacks, so you're not locked into our tooling. Choosing between platforms? See our [guide to Conversational AI platforms](/topics/vendor-platforms). ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace --- --- title: "Consulting" description: "Conversation Design Institute's consulting: strategy, design, build, and optimisation for enterprise Conversational AI. We keep it right as you scale." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/consulting" lang: en --- # Consulting: Build and grow your AI strategy CDI helps enterprises launch and scale their Conversational AI initiatives. We plan, design, and build AI assistants from scratch, or improve what's already there: strategic support, persona development, conversation design, NLU and RAG evaluations, and more. We keep it right as you scale. [ See client success stories ](/case-studies) [ Get in touch ](#contact-consulting) Watch video  ## Solutions [](/conversational-ai-for-business/assessment) Assessment [](/conversational-ai-for-business/team-training-and-certification) Team Training & Certification [](/conversational-ai-for-business/standards-framework) CDI Standards Framework ## Services overview ### Design and build AI assistants We plan, design, and build AI assistants for clients without an existing team. We can help you build anything, from a POC to a production-ready, customer-facing product. ### Strategic support We help clients define their North Star and roadmap for their [conversational AI](/topics/conversational-ai) initiatives, as well as the value proposition and map out potential cost savings. ### Conversation design support We design and refine conversational journeys, ensuring engaging and consistent experiences. We also assist in persona development to keep your assistant on brand. ### Implementation support We can take on any implementation task, from managing training data to interacting with engineers to testing and deployment. ### Optimisation support Our experts come in to evaluate your intent architecture and explore new strategies to improve your assistant's cognition. ### Responsible generative AI implementation We work together with your team to assess your [generative AI](/topics/generative-ai-and-llm) initiatives and provide recommendations for responsible implementation. ### Global expansion Planning a multi-market rollout of your AI assistant? You can work with our experts to plan and execute global expansion or set up global governance. ### Migration support Planning an AI assistant migration? Our experts can help you plan and execute a smooth migration. ## Not Sure Where to Start? Before implementing, it helps to understand your current maturity. Our assessments reveal your strengths, gaps, and readiness across six domains, giving you a clear and prioritised roadmap. Start with an assessment, then move confidently into implementation with consulting support tailored to your needs. [ Explore our Assessments ](/conversational-ai-for-business/assessment)  ## Get AI conversations right with CDI assessments and workshops Curious what an engagement looks like? Get the full brochures by email. ) Assessments ### Find out what’s wrong. Then put it right. By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Get the brochure Your download will be sent shortly to your e-mail. ) Workshops ### Workshops By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Workshops Your download will be sent shortly to your e-mail. ## Why work with us ### Accelerate change Accelerate your conversational AI initiatives by implementing proven strategies across your organisation. ### Reduce time to value Quickly get more business value from your Conversational AI initiatives. ### Trusted experts Our people have served a wide variety of industries and clients, from startups to Fortune 500 companies. ### Value-driven outcomes Our goal is to show organisations a clear pathway towards achieving their business goals. ## Turn ambition into action Not ready to talk? Score your conversational AI in twenty questions, free, and get a personalised report showing where to look first. Conversational AI Maturity Assessment ### Conversational AI Maturity Assessment See how your current Conversational AI strategy scores, and uncover your organisational blind spots. [ Who is it for? ](javascript:;)[ What can you expect? ](javascript:;) [ Learn more ](https://scorecard.conversationdesigninstitute.com/cdi-maturity-assessment) Who is it for? Back This tool is ideal for organizations with 1 or multiple AI assistants in production. The assessment gives managers, product owners and the team a better understanding of the maturity level of their conversational AI practice. What can you expect? Back This Conversational AI Maturity Assessment has been developed by a team of experts, grounded in the CDI Standards. By answering 20 rapid-fire questions, you’ll receive a personalized report identifying the most important areas for improvement. ) “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.” ) Bob Molenaar Vandebron Digital Experience Manager                   ## Valued Clients Brands like Vodafone, Accenture, and KLM have worked with Conversation Design Institute to enhance AI capabilities, improve customer engagement, streamline processes, and drive innovation. [ Case studies ](https://www.conversationdesigninstitute.com/case-studies) ## Start the conversation Increase customer satisfaction, boost automation rates, and streamline operations. Explore CDI's assessment, training, and consulting services today. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Fix something that isn't working" description: "A chatbot, voice assistant, or AI agent in production and not delivering? Conversation Design Institute comes in, finds the root cause, and puts it right." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/fix" lang: en --- # Fix something that isn't working You've got a chatbot, voice assistant, or AI agent in production and it's not delivering. Containment is poor, customers are frustrated, the metrics aren't moving. You need someone who knows what they're doing to come in, find the root cause, and put it right. [ Get in touch ](#contact-consulting) ) ## How we fix it When something's in production and underperforming, the fix starts with the root cause, not a rebuild. We help you with the design, the optimisation, and the responsible use of generative AI, and get the metrics moving again. [ Learn more ](/conversational-ai-for-business/consulting) [Conversation design support](/conversational-ai-for-business/consulting) ) ### [Conversation design support](/conversational-ai-for-business/consulting) We design and refine conversational journeys, ensuring engaging and consistent experiences. We also assist in persona development to keep your assistant on brand. [ Read more ](/conversational-ai-for-business/consulting) [Optimisation support](/conversational-ai-for-business/consulting) ) ### [Optimisation support](/conversational-ai-for-business/consulting) Our experts come in to evaluate your intent architecture and explore new strategies to improve your assistant's cognition. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run, working to the CDI Standards and the CDI Method. [ read more ](/conversational-ai-for-business/forward-deployed-experts) [Responsible generative AI implementation](/conversational-ai-for-business/consulting) ) ### [Responsible generative AI implementation](/conversational-ai-for-business/consulting) We work together with your team to assess your generative AI initiatives and provide recommendations for responsible implementation. [ Read more ](/conversational-ai-for-business/consulting) ## Conversational AI Maturity Assessment Not ready to talk? Get a first read on what's wrong, free. Twenty questions, and a personalised report showing where to look first. ### Conversational AI Maturity Assessment - Free Discover how your current conversational AI strategy scores and uncover your organizational blind spots. 20 rapid-fire questions; personalized report. [ Who is it for? ](javascript:;)[ What can you expect? ](javascript:;) [ Get started ](https://scorecard.conversationdesigninstitute.com/cdi-maturity-assessment) Who is it for? Back This tool is ideal for organizations with 1 or multiple AI assistants in production. The assessment gives managers, product owners and the team a better understanding of the maturity level of their conversational AI practice. What can you expect? Back This Conversational AI Maturity Assessment has been developed by a team of experts, grounded in the CDI Standards. By answering 20 rapid-fire questions, you’ll receive a personalized report identifying the most important areas for improvement. ) ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ) Get it right in your context. CDI’s workshops bridge the gap between theory and practice: hands-on sessions run on your use cases, your channels, and your customers, by the people who set the standards. **Must read for:** Heads of Conversational AI, Design and CX leads, L&D and enablement teams, anyone building a team’s capability ## Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Your download will be sent shortly to your e-mail. ## Wherever this goes next, here's what to do [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience “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.” ) Bob Molenaar Vandebron Digital Experience Manager ## Start the conversation Explore CDI's assessment, training, and consulting services today. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### Can you work with our existing platform? Yes; CDI is technology-agnostic. We work with whatever stack your assistant is built on rather than pushing a tool of our own. If the platform itself is part of the problem, our [guide to Conversational AI platforms](/topics/vendor-platforms) covers the landscape. ### Can you fix it without a full rebuild? Usually. We optimise what's there first; a rebuild is only on the table if the foundation genuinely can't support where you're trying to get to. ### Do you advise, or do the actual work? Either; from a focused recommendation to hands-on optimisation with your team, depending on what you need. ### How do you find the root cause? We evaluate the intent architecture, the [conversation design](/topics/conversation-design), and the real logs, so the fix targets why it's failing, not just the symptom in the dashboard. ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace --- --- title: "CDI Forward-Deployed Experts" description: "CDI Forward-Deployed Experts: certified specialists embedded in your team, improving your Conversational AI using the CDI Standards and the CDI Method." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/forward-deployed-experts" lang: en ---  # Get AI conversations right, from inside your team CDI Forward-Deployed Experts: certified specialists working with you, improving your conversations using the CDI Standards and the CDI Method, with the backing of Conversation Design Institute. [ START THE CONVERSATION ](#contact-fde)                   ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## One of our people, working as one of yours A CDI Forward-Deployed Expert is not a freelancer with a badge. They are certified practitioners, deployed into your team, working with CDI IP, the CDI Standards and the CDI Method, and a quality process. Most AI work fails quietly: one task gets faster; the queue moves downstream but nothing changes for the customer. Fixing that takes someone inside the workflow, close enough to see where conversations actually break, and independent enough to say so. [ Start the conversation ](https://mail.conversationdesigninstitute.com/meetings/conversewithben/bookmeeting)  ## What that means in practice Every deployment is different: platform, sector, scope and team all vary. But whoever we send and wherever they land, three things are the same on every engagement. ### Embedded in your team Our experts work inside your organisation, platform and your workflow: configuring, testing and tuning the conversations you already run. ### Working to the Standards Our experts work on your products, bringing expertise grounded in the CDI Standards and the CDI Method: a shared definition of what good looks like. ### Backed by CDI Each expert is coached by CDI's consulting team; the quality loop sits behind every engagement, not just the person in front of you. ## What they work with The Standards define what good looks like; the Method is how our experts get you there. [ Learn about the CDI Standards ](/conversational-ai-for-business/standards-framework) [The CDI Standards](/conversational-ai-for-business/standards-framework) ) ### [The CDI Standards](/conversational-ai-for-business/standards-framework) The industry benchmark for enterprise Conversational AI, spanning strategy, design, build and governance. [ Read more ](/conversational-ai-for-business/standards-framework) [The CDI Method](/conversational-ai-for-business/consulting) ) ### [The CDI Method](/conversational-ai-for-business/consulting) Three stages - Strategize, Design and Build - with defined roles and outputs at every step. [ Read more ](/conversational-ai-for-business/consulting) ## How forward deployment works ### Scope We agree the conversations, channels and outcomes that matter; nothing open-ended. ### Match We assign a certified Conversational AI or AXD expert whose experience fits your platform and sector. ### Deploy They join your team and start helping you get AI conversations right. ### Improve The work compounds: your expert keeps improving conversations, coached and quality-assured by CDI behind the scenes. ## Certified before they're deployed Our Forward-Deployed Experts are CDI Academy Certified, coached by CDI's consulting team and quality-reviewed on every engagement. ### Certified in practice Every CDI Forward-Deployed Expert holds a relevant certification from the CDI Academy, the world's leading training resource for Conversational AI and Agentic Experience Design (AXD). ) Every CDI Forward-Deployed Expert holds a relevant certification from the CDI Academy, the world's leading training resource for Conversational AI and Agentic Experience Design (AXD). “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.” ) Bob Molenaar Vandebron Digital Experience Manager ## FAQs ### What does a CDI Forward-Deployed Expert do day to day? They work on your live conversations inside your own platform: prompt and flow design, testing, tuning, knowledge curation, and evaluation. They use the CDI Method and work to the CDI Standards. ### Do they build or change our technology stack? No. They improve conversations within the platform you already run: configuring, testing and tuning. They do not build or replace your stack. ### How are they different from freelancers or contractors? They are certified practitioners working with CDI IP, coached by CDI's consulting team, and quality-reviewed on every engagement. ### Is this the same as a Forward Deployed Engineer (FDE)? Forward Deployed Engineers embed with clients to build technical systems; organisations are now discovering they also need embedded people who can design the conversations, workflows and standards those systems serve. That's what a CDI Forward-Deployed Expert does. They work alongside your engineers and your platform, not instead of them. ### Why embed someone rather than run a project? Projects deliver a document and leave. Conversational AI works on live systems with customers: they drift, break and change with every release. An embedded expert catches what a deliverable can't, and the improvement compounds week on week. ### How quickly can an expert start, and how long do they stay? Engagements are scoped to outcomes, not open-ended time. We agree the conversations, channels and outcomes first; deployments then run as long as the work warrants, reviewed as we go. ### What's left when the engagement ends? Capability. Your team works alongside the expert, learns the Method, and can certify through the CDI Academy. The aim is that you need us less, not more. ### How do we get started? Start the conversation with us below. We scope what you're trying to fix, match you with a certified expert and take it from there. ## Start the conversation Tell us what you're trying to do and we'll tell you whether a CDI Forward-Deployed Expert is right for you. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Conversational AI Framework | CDI Standards For AI Assistants" description: "Discover how CDI’s Conversational AI Framework enhances automation, scalability, and ethical practices for high-performing AI Assistants" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/standards-framework" lang: en --- # CDI Standards Framework The CDI Standards Framework is a comprehensive, technology-agnostic approach that defines what it takes to get AI conversations right. [ Download the Whitepaper ](/resources/download/the-cdi-standards-framework-whitepaper) Watch video  CDI Standards Framework ## Unlocking value in Conversational AI Drawing on years of experience with Fortune 500 companies, the framework captures the patterns and practices of high-performing organisations, ensuring they achieve higher automation rates, better customer satisfaction, and lower costs to serve. This framework systemises [best practices](/topics/best-practices) to drive enterprise success by aligning strategic, operational, and technical components across your AI programs.    **CDI Standards Framework** is a systematic approach to developing a conversational AI capability by ensuring Mindset, Skillset, Culture, and Systems are all developed in the right pace.  **A workflow, not a one-off** The framework turns assessment into a cycle. We measure your AI against the standards to set a baseline, fix what matters most, then re-assess to prove the score moved, and repeat. Standards don't just tell you where you stand once: they give you a way to keep improving against a fixed definition of good. ## Six domains, thirty-one standards Getting AI conversations right takes more than good design. The CDI Standards Framework comprises 31 standards across six domains, each assessed through four lenses: mindset, skillset, culture, and systems. ### Meta Strategy Enterprise mandate and contact strategy. Standards covering human-centered strategy; enterprise AI vision and business case; resourcing and capability planning; operating model and governance; and omnichannel contact strategy and economics. **Without it:** AI programmes that stall because no one owns them, funds them, or can say why they exist. 5 Standards ### Design Conversation, tone, prompt, knowledge, multimodal, and safety. Standards covering conversation design; tone, personality and empathy; prompt and output design; knowledge and memory design; multimodal design; and safety UX and disclosures. **Without it:** Assistants that technically answer but leave customers frustrated, confused, or routed around. 6 standards ### Improve Analytics, scalability, ethics, continuous learning, and incident response. Standards covering analytics and feedback loops; scalability and change management; ethical and responsible AI; continuous learning and benchmarking; and incident management and corrective action. **Without it**: Assistants that launch well and quietly decay because nobody is watching the numbers. 5 standards ### Operational Strategy Programme vision, scoping, and guardrails: outcome alignment, customer research and scoping, use-case prioritisation, technology and architecture selection, guidelines and guardrails, autonomy and escalation policy for agentic AI, and data stewardship and privacy by design. **Without it:** Teams building the wrong use cases, with no guardrails, and finding out too late. 7 standards ### Build Data, training, orchestration, operations, and vendor risk: data and annotation standards, training, testing and optimisation, integration and orchestration, safety and guardrails in operations, LLMOps and release management, and vendor and model risk management. **Without it:** Assistants that pass the demo and fail in production: hallucinations, broken handovers, brittle releases. 6 standards ### Cross-cutting Culture, talent, compliance, and risk: culture and talent development, and compliance and risk management, aligned with the EU AI Act, NIST AI RMF, and ISO/IEC frameworks. **Without it:** Capability that leaves when people do, and compliance exposure you discover during an audit. 2 standards ## A Roadmap to Scalable AI Success The CDI Standards Framework is more than just a guide—it’s a roadmap to help your enterprise unlock the full potential of conversational AI while maintaining strong ethical standards and creating scalable, sustainable solutions. By adopting this framework, you’re not only investing in technology but also ensuring that your business can deliver exceptional customer experiences through AI at scale.  ## What You Get from the CDI Standards Framework ### Strategic Vision and Business Alignment Ensures that your AI initiatives are aligned with the company’s broader goals, combining automation, efficiency, and customer satisfaction for a balanced outcome. ### Robust Business Plans Provides clear, actionable plans that integrate financial, technical, and customer experience goals, ensuring every department is on the same page. ### Technology and Scalability Offers guidance on adopting adaptable, future-proof technologies that can grow with your organization’s needs. ### People and Culture Establishes frameworks for hiring, training, and fostering a culture of innovation, collaboration, and continuous learning. ### Governance and Risk Management Implements governance models and quality controls that reduce the risk of compliance, business, or customer-critical errors. ### Ethics and Accountability Provides clear ethical guidelines to ensure your AI is trustworthy, explainable, and free of bias. ## Trusted by global brands                   ## Why the CDI Standards Framework Is Essential for Enterprises ### Proven Success Patterns The framework systemises the proven strategies and methodologies observed in the most successful AI programs worldwide. ### Holistic Approach The CDI Standards Framework covers both the AI Assistant itself—how it’s designed, trained, and maintained—and the organizational structure behind it. It touches on all critical aspects: from strategic planning and business alignment to people management and technological integration. ### Enterprise-Wide Alignment By aligning the vision of your AI Assistant with broader business objectives, the framework ensures that automation goals support, rather than compete with, other departments like customer support or IT. This alignment prevents missteps and ensures seamless integration across all business functions. ### Deep Expertise Behind the framework is a vast depth of knowledge and experience, covering everything from developing a robust technical strategy to managing ethical considerations. It provides clear guidance on creating business plans, setting performance metrics, and driving continuous improvement. The framework ensures that your conversational AI meets both automation and customer experience goals simultaneously. ### Scalable, Global Solutions Whether your AI assistant supports a single country or spans multiple languages and regions, the CDI Standards Framework is adaptable to your needs. Its scalable design ensures long-term viability, supporting multi-channel deployments, LLMs and backend integrations. ### Ethical and Responsible AI We focus on responsible AI design, helping enterprises create AI Assistants that are not only effective but also ethical, with systems in place to manage risks, avoid critical errors, and ensure inclusivity. ## Find out what’s wrong. Then put it right. The full CDI Standards Framework, scoring rubrics, and evidence requirements are applied through our Light, Focused and Comprehensive assessments: a scored read against what is working, what is broken, and what to do next, scaled to your timelines, budget and the depth of read you need. [ Go to assessments ](/conversational-ai-for-business/assessment) [Light](/conversational-ai-for-business/assessment) ) ### [Light](/conversational-ai-for-business/assessment) A rapid read across the priority standards: where you stand, and where to look first. [ read more ](/conversational-ai-for-business/assessment) [Focused](/conversational-ai-for-business/assessment) ) ### [Focused](/conversational-ai-for-business/assessment) A deep dive where it hurts: the domains that matter most to you, scored in full, with evidence. [ read more ](/conversational-ai-for-business/assessment) [Comprehensive](/conversational-ai-for-business/assessment) ) ### [Comprehensive](/conversational-ai-for-business/assessment) The full audit: every standard scored, with a prioritised roadmap. [ read more ](/conversational-ai-for-business/assessment) [Continuous](/conversational-ai-for-business/assessment) ) ### [Continuous](/conversational-ai-for-business/assessment) A quarterly re-score against your baseline and a readout for the board. [ read more ](/conversational-ai-for-business/assessment) ) Find out what’s wrong. Then put it right. CDI’s assessments give you an independent, scored read on your conversational AI against the CDI Standards Framework: thirty-one standards across six domains, each with maturity levels. Learn about our Light, Focused, Comprehensive and Continuous assessments - what each delivers and how long each takes - everything you need to choose the right way in. **Must read for:** Heads of CX and Digital, Conversational AI leads, Product owners, anyone deciding what to fix first ## Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Your download will be sent shortly to your e-mail. ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Related services Three ways to work with us on getting AI conversations right. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessments](/conversational-ai-for-business/assessment) ) ### [Assessments](/conversational-ai-for-business/assessment) Find out what's wrong as the first step to putting it right. We assess your team, technology, and organisation against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Put it right, with our consultants alongside your team. Project-based or ongoing, on the programme you already have running. [ Read more ](/conversational-ai-for-business/consulting) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Build the capability to keep it right. Certified training for the people who design, build, and run your AI conversations. [ Read more ](/conversational-ai-for-business/team-training-and-certification) ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## FAQ ### What is the CDI Standards Framework? A technology-agnostic definition of what it takes to get AI conversations right: 31 standards across six domains, each assessed through four lenses; mindset, skillset, culture, and systems. ### What do we get at the end of a CDI Standards assessment? A scored read against the standards: what is working, what is broken, and what to do next. Scoring is evidence-based, so you get the reasoning behind each score rather than a number on its own. ### Does it assess the assistant, or the organisation behind it? Both. Design, Build and Improve cover the assistant; Meta Strategy, Operational Strategy and Cross-Cutting cover the mandate, funding, operating model, talent and governance around it. Assistants usually fail for reasons that sit in the second group. ### Do we have to be assessed against all 31 standards? No. Our Light Assessment reads across the priority standards; Focused scores the domains that matter most to you in full, with evidence; A Comprehensive Assessment scores every standard and adds a prioritised roadmap. ### Is the framework tied to a particular vendor or platform? No; it is technology-agnostic by design. It describes practices and outcomes, not products, which is why it survives a platform migration. Technology and architecture selection is itself one of the standards, in Operational Strategy. ### How is this different from the EU AI Act or NIST AI RMF? Those tell you what you must not get wrong; the framework tells you what good looks like. Compliance and risk sit in the cross-cutting domain and align to the EU AI Act, NIST AI RMF and ISO/IEC; the other five domains cover the strategy, design, build and improvement work that regulation does not describe. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Build the team's capability" description: "Upskill and certify your team with Conversation Design Institute: a shared way of working that holds up across projects. The whole team, getting it right the same way." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-capability" lang: en --- # Build the team's capability You want to upskill your team or department, certify them, and give them a shared way of working: the whole team, getting it right the same way. A programme built with CDI for how your organisation works. [ Let's talk enterprise training ](#contact-consulting) ) ## Team training and certification We train and certify the people who build and run your assistants, designers, AI trainers, PMs, and product leads, in the CDI method, tailored to how your organisation actually works. [ Learn more ](/conversational-ai-for-business/team-training-and-certification) [Agentic Experience Design](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) ) ### [Agentic Experience Design](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) Learn the CDI method for designing AI agents that act responsibly, with governance and trust built in. Right for the agentic era. [ read more ](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) [Enterprise Subscription](https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification) ) ### [Enterprise Subscription](https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification) Take advantage of CDI's Team Training and Certification programmes: full course access, industry-recognised workshops, and CDI Office Hours. [ Read more ](https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification) [Workshops]( https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification) ) ### [Workshops]( https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification) Our hands-on workshops are the perfect tool to bridge the gap between theory and practice. Workshops are technology-agnostic and applicable to all industries. [ Read more ]( https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification) [Office Hours](https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification#office-hours) ) ### [Office Hours](https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification#office-hours) Keep an expert in the loop with weekly co-design or mentoring sessions. This way your team has access to a CDI expert at all times. [ Read more ](https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification#office-hours) ## Where to take it next [](https://learn.conversationdesigninstitute.com/home) Browse the course library [](https://learn.conversationdesigninstitute.com/certifications) Get certified [](/conversational-ai-for-business/where-you-stand) Find out where we stand ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Start the conversation Explore CDI's assessment, training, and consulting services today. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### Who is it for? The people who build and run your assistants: designers, AI trainers, PMs, and product leads, not just one role. ### What certifications do people earn? Industry-recognised CDI credentials across conversational AI roles, design, [AI training](/topics/ai-training), and conversational copywriting, recognised by enterprises worldwide. ### How is this different from individual subscriptions? Individual subscriptions train one person; enterprise training certifies a whole team and gives them a shared method that holds up across projects. ### Is the training tailored to us, or off-the-shelf? Tailored; a programme built with CDI around how your organisation actually works, not a generic course dropped on your team. ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI Experience [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace --- --- title: "Team Training and Certification" description: "Train and certify your team with Conversation Design Institute: full course access, workshops, and Office Hours. The whole team, getting it right the same way." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification" lang: en --- # Team Training: Build your team’s expertise with CDI Train and certify the whole team, so everyone gets it right the same way. A yearly licence gives your team full course access, industry-recognised certification, workshops, and CDI Office Hours. [ Let’s talk enterprise training ](https://mail.conversationdesigninstitute.com/meetings/conversewithben/bookmeeting) Watch video  ## Solutions [](/conversational-ai-for-business/assessment) Assessment [](/conversational-ai-for-business/standards-framework) CDI Standards Framework [](/conversational-ai-for-business/consulting) Consulting ## Team training and certification Organisations around the world recognise CDI's conversational AI training courses, workshops and certification programmes. Our programmes teach your team the essentials in [Conversation Design](/topics/conversation-design), [AI Training](/topics/ai-training), Prompt Design and more; the quickest way to build a competent, high-performing team. CDI’s Enterprise subscription gives your team access to: - CDI's knowledge base and training with over 700+ videos - Customised team training and certification programme - Enterprise dashboard with team progress, access management and reporting - Workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Recurring Assessment against CDI Standards - Expert office hours - Consulting services [ Contact sales ](/contact) ## CDI Workshops: Learn by doing Our hands-on, collaborative workshops are the perfect tool to bridge the gap between theory and practice. Boost your team’s confidence and turn your team into competent conversational AI professionals. Workshops are technology-agnostic and applicable to all industries. Programs usually consist of multiple sessions on a weekly or bi-weekly basis. Programs can be tailored to the skill and knowledge-level in the team. Group size: max. 15 people. _Bigger groups and/or full-day workshops are possible (upon request)._ [ Contact sales ](/contact)  ### CDI Method Workshops Learn about CDI’s proven workflow for conversational AI teams developed through real client projects worldwide. Our workshops teach both the theoretical foundations and practical implementation of the CDI Method, helping you elevate the effectiveness of your entire team. Virtual or on-site Multiple hands-on workshops  ### Conversation Design Workshops Learn about the design patterns that make up good conversational experiences: from fundamentals like acknowledgements, confirmations and prompts to more advanced design patterns for managing emotions. Virtual or on-site Multiple hands-on workshops  ### AI Training Workshops Learn about the theory and the practice of making AI assistants understand what your customers say. From training phrase hygiene to cleaning training data, intent architecture, managing context and setting conditions. Virtual or on-site Multiple hands-on workshops  ### Prompt Design Workshops Prompt design is the skill of guiding large language models (LLMs) to act the way you want them to. Our workshops cover both the theoretical and practical know-how of working with LLMs, the common pitfalls, and best practices. Virtual or on-site Multiple hands-on workshops  ### Voice Design Workshops Designing for voice is an art in and of itself. Our workshops cover the intricacies of creating and building real-time experiences that are intuitive and adhere to voice design best practices. Virtual or on-site Multiple hands-on workshops  ### Persona Design Workshops Personality is an integral part of designing AI assistants that are on-brand and resonate with your audience. Learn about the science behind persona and how it shapes the user experience. Virtual or on-site Multiple hands-on workshops  ### Behavior Design Workshops Behavior design is all about managing emotions and expectations of your users during conversation. Learn how AI assistants should handle complaints, show empathy or deliver bad news. Virtual or on-site Multiple hands-on workshops ## CDI Office Hours Top up your training program with CDI Office Hours. Keep an expert in the loop with weekly co-design or mentoring sessions. This way your team has access to a CDI expert at all times. [ Contact sales ](/contact) [ Consulting ](/conversational-ai-for-business/consulting)  ## Turn ambition into action Not ready to talk? Score your conversational AI in twenty questions, free, and get a personalised report showing where to look first. Conversational AI Maturity Assessment ### Conversational AI Maturity Assessment See how your current conversational AI strategy scores, and uncover your organisational blind spots. [ Who is it for? ](javascript:;)[ What can you expect? ](javascript:;) [ Learn more ](https://scorecard.conversationdesigninstitute.com/cdi-maturity-assessment) Who is it for? Back This tool is ideal for organizations with 1 or multiple AI assistants in production. The assessment gives managers, product owners and the team a better understanding of the maturity level of their conversational AI practice. What can you expect? Back This Conversational AI Maturity Assessment has been developed by a team of experts, grounded in the CDI Standards. By answering 20 rapid-fire questions, you’ll receive a personalized report identifying the most important areas for improvement. ) ## Trusted by global brands                   “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Get up to speed at my own pace" description: "Upskilling yourself, or a few designers, PMs, or product leads? Learn to get AI conversations right with Conversation Design Institute: self-paced, certified training. Start today." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/up-to-speed" lang: en --- # Get up to speed at my own pace You're upskilling yourself, or a few designers, PMs, or product leads. Learn to get AI conversations right: self-paced, certified training from the institute behind the profession. Start today. [ Sign up ](https://learn.conversationdesigninstitute.com/sign-up) ) ## Subscription Plans & Pricing Upskilling yourself or a few colleagues? Start today, self-paced and certified. Subscribe for the full course library, take the certificates that prove it, or open a free account to try the platform first. [ See pricing ](/pricing) [Course plan](/pricing) ) ### [Course plan](/pricing) The full course library: 500+ videos, 200+ hours, and weekly live classes. Self-paced, on your schedule, from foundations to advanced. [ Read more ](/pricing) [CDI Certificates](https://learn.conversationdesigninstitute.com/certifications) ) ### [CDI Certificates](https://learn.conversationdesigninstitute.com/certifications) Industry-recognised credentials that prove the skill. Each certificate is earned by exam, with one free resit included. [ Read more ](https://learn.conversationdesigninstitute.com/certifications) [CAI Consultant](/contact) ) ### [CAI Consultant](/contact) Certified Conversational AI Consultant is the apex CDI credential, built on the certificates you've already earned. Talk to us. [ Read more ](/contact) ## Free membership Just starting out? Or not quite ready to subscribe? Our free account is a power-packed introduction to both the CDI learning platform and the world of Conversational AI. [ Sign up ](https://learn.conversationdesigninstitute.com/sign-up)  ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Where to take it next [](https://learn.conversationdesigninstitute.com/home) Browse course library [](https://learn.conversationdesigninstitute.com/certifications) Get certified [](/conversational-ai-for-business/team-capability) Build the team's capability ## What our students say People who learned to get it right, in their own words. “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.” ) Anju Sharma HP Manager Virtual Agent “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.” ) Bob Molenaar Vandebron Digital Experience Manager “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager ## Trusted by global brands                   ## Start the conversation Explore CDI's assessment, training, and consulting services today. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### How much does it cost? The Course Plan is $49.95/month. Certificates are priced separately, from $499. ### How is the learning structured? Self-paced modules, 500+ videos and 200+ hours, plus weekly live classes; you learn on your own schedule and go as deep as you want. ### Are the certificates actually recognised? Yes; CDI certificates are an industry standard, with 4,000+ graduates, and many enterprises require them for their teams. ### Is there a free option? Yes; a free account gives you intro courses, webinars, and a real feel for the platform before you subscribe. ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI Experience [](/conversational-ai-for-business/team-capability) Build the team's capability --- --- title: "Find out where we stand | CDI" description: "You're responsible for your conversational AI strategy and you need a read on where you are. What's working, what's broken, where the risk is, what good looks like." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-business/where-you-stand" lang: en --- # Find out where we stand You're responsible for your conversational AI strategy and you need a read on where you are. What's working, what's broken, where the risk is, what good looks like. [ Get in touch ](#contact-consulting) ) ## CDI's Assessment Services Five ways to get a read on where you stand. Four assessments against the CDI Standards, from a fast first read to a full evaluation of your assistant, team, and tech, with a Continuous option that re-scores you quarter by quarter. Alongside them, our Conversational Capital Assessment looks at whether your AI is building trust or burning it. [Light Assessment](/conversational-ai-for-business/assessment) ) ### [Light Assessment](/conversational-ai-for-business/assessment) A fast first read: an online diagnostic workshop, an automated review of your assistant, and where to put things right first. [ Read more ](/conversational-ai-for-business/assessment) [Focused Assessment](/conversational-ai-for-business/assessment) ) ### [Focused Assessment](/conversational-ai-for-business/assessment) Twelve priority standards scored in full, an indicative read across all 31 CDI standards and a 90-day priority plan, all delivered in 15 working days. [ read more ](/conversational-ai-for-business/assessment) [Comprehensive Assessment](/conversational-ai-for-business/assessment) ) ### [Comprehensive Assessment](/conversational-ai-for-business/assessment) In-depth evaluation of your AI assistant, team readiness, business case, technology stack, and operational processes. [ Read more ](/conversational-ai-for-business/assessment) [Continuous Assessment](/conversational-ai-for-business/assessment) ) ### [Continuous Assessment](/conversational-ai-for-business/assessment) A standing quarterly read with a re-score against your Comprehensive baseline and your roadmap progress tracked. [ read more ](/conversational-ai-for-business/assessment) [Conversational Capital Assessment](/conversational-capital) ) ### [Conversational Capital Assessment](/conversational-capital) Our Conversational Capital Baseline Assessment shows whether your AI builds trust or burns it. [ read more ](/conversational-capital) ) Find out what’s wrong. Then put it right. CDI’s assessments give you an independent, scored read on your conversational AI against the CDI Standards Framework: thirty-one standards across six domains, each with maturity levels. Learn about our Light, Focused, Comprehensive and Continuous assessments - what each delivers and how long each takes - everything you need to choose the right way in. **Must read for:** Heads of CX and Digital, Conversational AI leads, Product owners, anyone deciding what to fix first ## Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Your download will be sent shortly to your e-mail. Our standards ## The CDI Standards Framework Our assessments aren't a matter of opinion; they're measured against the CDI Standards Framework. The Standards Framework brings together two fundamental perspectives: **People and Organisations**: how individuals grow, and how teams operate; and **Interior and Exterior:** what we believe, and what we build. Each standard is evaluated through **Four Forces**: Mindset, Skillset, Culture and Systems. Our thirty-one standards across six domains, each with maturity levels, so "good" is defined and your progress is something you can actually see.    **Six domains, thirty-one standards** Maturity levels from foundational to leading. “After working with more than 100 enterprises I started to see the patterns that I knew we could codify. That system ultimately became the CDI Standards Framework.” ) Hans van Dam CEO, Conversation Design Institute ## Conversational AI Maturity Assessment Level up your Conversational AI practice to ensure your AI assistant reaches its full potential. Get started for free with our Conversational AI Maturity Assessment. ### Conversational AI Maturity Assessment - Free Discover how your current Conversational AI strategy scores and uncover your organisational blind spots. 20 rapid-fire questions; personalised report. [ Who is it for? ](javascript:;)[ What can you expect? ](javascript:;) [ Get started ](https://scorecard.conversationdesigninstitute.com/cdi-maturity-assessment) Who is it for? Back This tool is ideal for organisations with 1 or multiple AI assistants in production. The assessment gives managers, product owners and the team a better understanding of the maturity level of their conversational AI practice. What can you expect? Back This Conversational AI Maturity Assessment has been developed by a team of experts, grounded in the CDI Standards. By answering 20 rapid-fire questions, you’ll receive a personalised report identifying the most important areas for improvement. ) ## An assessment tells you where you stand. The next step is acting on it. [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Trusted by global brands                   ## Start the conversation Tell us what you're running, and we'll tell you where to look first. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### What's the difference between the four assessments? Light is a fast first read; Focused scores the twelve standards that matter most, with an indicative read across all 31; Comprehensive is a full, evidence-verified evaluation of your assistant, team, business case, and operations; Continuous re-scores you each quarter against your Comprehensive baseline. ### What do we actually get? A scored read on where you stand, what's working, what's broken, where the risk is, and a prioritised list of what to fix first. Not a vague report; a baseline you can act on. ### What do you assess against? The [CDI Standards Framework](/conversational-ai-for-business/standards-framework): 31 standards across six domains, with maturity levels, so 'good' is defined, not a matter of opinion. ### We've already got something live. Is it worth assessing? Usually yes. An assessment tells you whether what you shipped is doing its job and where to spend effort next, before you sink more into it. ## What do you want to do? [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace --- --- title: "About" description: "Conversation Design Institute (CDI) helps enterprises get AI conversations right. Founded in 2018 in Amsterdam, with offices in Austin, CDI sets the standards, trains and certifies the professionals, and consults on conversational and agentic AI." url: "https://www.conversationdesigninstitute.com/about" lang: en ---  # About CDI Conversation Design Institute Conversation Design Institute (CDI) helps enterprises get AI conversations right. Founded in 2018, with offices in Amsterdam (NL) and Austin (USA), CDI sets the standards for conversational and agentic AI, trains and certifies the professionals, and consults for the world's leading enterprises. ## Chapters [Our mission ](#7dd5433b-592a-44c6-83ba-39d58a07113b) [History ](#c9e34f9a-5fad-4295-8ca3-0c8af9cf7c91) [Leadership ](#75968fc8-2e66-44fd-9c16-6d7f4d33ae45) [CDI Foundation ](#412c3e91-24e6-4d03-824c-3870575baa46) ## Our mission As conversations between enterprises and people are increasingly powered by artificial intelligence, our mission is to help the world get those conversations right: human-centred, inclusive, ethical, and goal-oriented. On the one hand, CDI is teaching thousands of people worldwide how to create better AI assistants. On the other, CDI has a growing team of experts who work with organisations to develop better AI assistants, and the capabilities they need to support and scale them. ## History CDI was founded in 2018 on two basic ideas. First, in human-machine conversations, human psychology should be just as important as artificial intelligence. Instead of focusing only on engineering capabilities, we need to incorporate design patterns from behavioural psychology and linguistics to create AI assistants that genuinely connect with humans. This principle forms the foundation of the CDI Method. Second, organisations need expertise and thoughtful planning when scaling their AI assistants to engage with a growing audience. Companies must methodically build their capabilities and develop dedicated in-house conversational AI teams. The CDI Standards Framework emerged from our vision to give organisations a clear roadmap to success. These foundational ideas about Conversational AI quickly proved valuable to major enterprises worldwide. Within just 12 months, CDI established partnerships with multiple Fortune 500 companies, conducted in-person workshops, and trained over 1,000 students through its online academy. We committed to stay on the cutting-edge and become global thought leaders in [conversation design](/topics/conversation-design). As the company grew, several of the world's leading [conversation designers](/courses/conversation-designer/) joined our team. Most notably, former Google Assistant designers helped refine our approach and develop advanced courses for our academy. Over the years, CDI has guided countless enterprises to success through strategic consulting, hands-on workshops, [conversation design training](/courses/conversation-designer/), and innovative solutions for diverse use cases. In 2021, CDI opened its U.S. office in Austin, Texas, to better serve its North American clients. Today, CDI's approach has stood the test of time and forms the foundation of conversational AI practices at many of the world's largest enterprises. Organisations like Microsoft, Salesforce, Verint, Rasa, Cognigy, Quiq, and more support our mission of human-centered AI by being members of the CDI Foundation. This non-profit organisation contributes to research, develops industry standards, awards inclusivity scholarships, and organizes the Beyond Boundaries Global Festival. ## Leadership Summary of key leaders within the company and the foundation. [ ) ](https://www.linkedin.com/in/follow-hvdam/) [Hans van Dam ](https://www.linkedin.com/in/follow-hvdam/) Co-founder & CEO [ ) ](https://www.linkedin.com/in/olafigesz/) [Olaf Igesz ](https://www.linkedin.com/in/olafigesz/) Co-founder & COO [ ) ](https://www.linkedin.com/in/hans-hamann-06a4ba10/) [Joannes Hamann ](https://www.linkedin.com/in/hans-hamann-06a4ba10/) Global Head of Operations [ ) ](https://www.linkedin.com/in/michelleparayil/) [Michelle Parayil ](https://www.linkedin.com/in/michelleparayil/) Head of Academy [ ) ](https://www.linkedin.com/in/benjamin-taylor-conversationdesign) [Ben Taylor ](https://www.linkedin.com/in/benjamin-taylor-conversationdesign) Global Head of Sales [ ) ](https://www.linkedin.com/in/thomaspj/) [Peter Thomas ](https://www.linkedin.com/in/thomaspj/) Head of Higher Education ## More about CDI Foundation The CDI Foundation is a non-profit organisation dedicated to developing and promoting design standards for conversational and agentic AI. It does this through research, education, and industry development. [ More about CDI Foundation ](/about/cdi-foundation) --- --- title: "The CDI Foundation" description: "The CDI Foundation is the non-profit developing and promoting the standards for conversational and agentic AI, through research, education, scholarships, and industry development." url: "https://www.conversationdesigninstitute.com/about/cdi-foundation" lang: en ---  # About The CDI Foundation Introduction The CDI Foundation (CDIF) is a non-profit organisation that represents, promotes, and develops the Conversational AI community. ## Chapters [Introduction ](#fe93596e-989d-4a93-876c-a5b6b71934bc) [Leadership ](#75968fc8-2e66-44fd-9c16-6d7f4d33ae45) [Programmess and Initiatives ](#bdb9008c-98cd-4242-aaa8-0222a84c001d) [How to Get Involved ](#feaaa785-cea9-4900-8d35-1d2b3b8dabfe) ## Introduction The CDI Foundation (CDIF) is a non-profit organisation that represents, promotes, and develops the Conversational AI community. It does this by promoting standards and best practices for creating human-centric, empathetic, goal-oriented and inclusive AI assistants that talk to people via chatbots and voice applications, and by conducting research, education, and industry development. The foundation supports the CDI Standards Framework, which helps enterprises develop high-performing Conversational AI capabilities. CDIF engages with individuals and partner organisations, universities and schools, technology companies, and consultancy firms. Our engagement is worldwide, with a strong presence in the US, Canada, Europe, and Australia. Through our online Conversation Design Festival, CDIF reaches a global community of over 1,000 Conversational AI professionals, and our Beyond Boundaries event brings the community together for an in-person event each year. We are visible to over 6,000 active learners in more than 50 countries with a large and growing global alumni community. [ Learn more about the CDI Foundation ](https://www.conversationdesigninstitute.org/) ## Leadership Team The Foundation board members are: [ ) ](https://www.linkedin.com/in/follow-hvdam/) [Hans van Dam ](https://www.linkedin.com/in/follow-hvdam/)  The Conversation Design Institute [ ) ](https://www.linkedin.com/in/olafigesz/) [Olaf Igesz ](https://www.linkedin.com/in/olafigesz/)  The Conversation Design Institute [ ) ](https://www.linkedin.com/in/ejieme/) [Ejieme Eromosele ](https://www.linkedin.com/in/ejieme/)  Quiq [ ) ](https://www.linkedin.com/in/lisataliamoretti/) [Lisa Talia Moretti ](https://www.linkedin.com/in/lisataliamoretti/)  Digital Sociologist [ ) ](https://www.linkedin.com/in/thomaspj/) [Peter Thomas ](https://www.linkedin.com/in/thomaspj/)  RMIT FORWARD [ ) ](https://www.linkedin.com/in/sarah-lorimer-b2558016/) [Sarah Lorimer ](https://www.linkedin.com/in/sarah-lorimer-b2558016/)  Futurely Strategy ## Programmess and Initiatives The CDI Foundation works in the following areas: - **Research** supporting collaborative research to uncover best practices, create design patterns and research emerging technologies and how they relate to the conversational AI industry - **Education** creating educational programmess to teach design patterns and supporting inclusive scholarships for those wishing to enter the industry, especially focused on underrepresented people and groups - **Best Practice** developing maturity models that map out proven design patterns and best practices - **Industry Development**, creating and evolving the CDI Manifesto to align the industry around common goals; organising The Beyond Boundaries Global Festival, a global meeting to celebrate people working in conversational AI; an Industry Fellowship scheme; a Conversational AI leaders list to highlight those who are shaping the industry; and Insight Collectives that explore the future of Conversational AI ## How to Get Involved Anyone across the industry can get involved with The CDI Foundation by - Becoming a partner in the Foundation - Attending and speaking at our events - Becoming a Fellow of the CDI Foundation - Joining or leading an Insight Collective - Nominating for the CDI Foundation Conversational AI Leaders List --- --- title: "Conversation Design Institute Blog" description: "Visit the Conversation Design Institute Blog for news updates, quick-reads, and in-depth articles on everything Conversational AI." url: "https://www.conversationdesigninstitute.com/blog" lang: en ---  # Blog Stay ahead in the world of conversational AI and generative AI with news, updates, and in-depth articles. ## Featured articles A selection of featured articles by our experts [My Predictions for Conversation Design: 2026 and Beyond](/blog/predictions-for-conversation-design-2026-and-beyond) ) ### [My Predictions for Conversation Design: 2026 and Beyond](/blog/predictions-for-conversation-design-2026-and-beyond) Explore the future of conversation design by 2026, focusing on evolving roles, adaptive UIs, and the… Jan 8, 2026 6 min read [Career paths in Conversational AI](/blog/career-paths-in-conversational-ai-and-generative-ai) ) ### [Career paths in Conversational AI](/blog/career-paths-in-conversational-ai-and-generative-ai) The world of conversational AI offers exciting career opportunities for individuals passionate about… Feb 26, 2025 5 min read [Generative AI: the pros, cons and considerations](/blog/generative-ai-pros-cons-and-question-marks) ) ### [Generative AI: the pros, cons and considerations](/blog/generative-ai-pros-cons-and-question-marks) Since the launch of ChatGPT, a lot has happened. Large language models (LLMs) have inspired a wave o… Feb 14, 2025 3 min read [The business case for conversation design](/blog/business-case-for-conversation-design) ) ### [The business case for conversation design](/blog/business-case-for-conversation-design) When you think about it, conversations are at the heart of everything. Metaphorically speaking we co… Feb 7, 2025 4 min read [How to build a full-stack Conversational AI team](/blog/full-stack-conversational-ai-team) ) ### [How to build a full-stack Conversational AI team](/blog/full-stack-conversational-ai-team) As we roar into 2025, CDI is preparing to launch a new assessment service based on the CDI Standards… Jan 21, 2025 4 min read [Stakeholder Management in Conversational AI](/blog/stakeholder-management-in-conversational-ai) ) ### [Stakeholder Management in Conversational AI](/blog/stakeholder-management-in-conversational-ai) Success isn't just about building sophisticated chatbots, virtual assistants or AI agents. It's also… Jan 15, 2025 3 min read [How to build a successful Conversation Design Practice](/blog/how-to-build-a-successful-conversation-design-practice) ) ### [How to build a successful Conversation Design Practice](/blog/how-to-build-a-successful-conversation-design-practice) Conversation design has evolved from a niche specialty to a critical enterprise function. As organiz… Jan 8, 2025 4 min read [Introduction to conversation design: why, what and how](/blog/introduction-to-conversation-design) ) ### [Introduction to conversation design: why, what and how](/blog/introduction-to-conversation-design) Conversation design is the practice of making AI assistants more helpful and natural when they talk… Sep 19, 2024 5 min read ## Fresh insights by real experts [Hybrid systems over hype](/blog/hybrid-systems-over-hype) ) ### [Hybrid systems over hype](/blog/hybrid-systems-over-hype) About the author: In her role as Client Strategy Lead at CDI, Cindy partners with organizations to b… Jul 2, 2026 4 min read [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) ) ### [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) Trust isn't just built through words. In voice AI, tone, rhythm, and pronunciation shape every inter… Jul 2, 2026 4 min read [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) ) ### [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) An AI agent can complete a task perfectly and still damage customer trust. This article explores why… Jun 22, 2026 5 min read [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) ) ### [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) Discover why trust, context, and conversational design are becoming the defining factors of successf… Jun 19, 2026 4 min read [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) ) ### [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) AI models may be trained on billions of words, but that doesn't mean they understand people. This ar… Jun 17, 2026 4 min read [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) ) ### [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) Learn why autonomous AI agents require fundamentally different design methodology than chatbots, and… May 22, 2026 6 min read [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) ) ### [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) Demand for AI talent has grown fivefold in just one year, with job postings requesting AI skills inc… May 11, 2026 7 min read [Trust is the currency of conversational AI in higher educati…](/blog/trust-is-the-currency-of-conversational-ai) ) ### [Trust is the currency of conversational AI in higher educati…](/blog/trust-is-the-currency-of-conversational-ai) Universities worldwide face a crisis of confidence while struggling to deploy intelligent assistants… May 11, 2026 8 min read [Why Your University Needs a Conversational AI Strategy (Not…](/blog/why-universities-need-a-conversational-ai-strategy) ) ### [Why Your University Needs a Conversational AI Strategy (Not…](/blog/why-universities-need-a-conversational-ai-strategy) Walk into any leadership meeting today and you'll hear the same refrain: "We need a chatbot." Admiss… May 6, 2026 10 min read [The Careers Service Crisis: Why AI Alone Won't Save You](/blog/careers-service-crisis) ) ### [The Careers Service Crisis: Why AI Alone Won't Save You](/blog/careers-service-crisis) It’s no exaggeration to say that careers services in universities are in crisis. Restructures, skele… May 6, 2026 5 min read [The Voice-First Campus](/blog/the-voice-first-campus) ) ### [The Voice-First Campus](/blog/the-voice-first-campus) Your students already live in a voice-first world. Over 62 per cent of adults use voice assistants r… Apr 30, 2026 11 min read [How to Govern AI: Building value and managing risk in practi…](/blog/building-value-and-managing-risk-in-practice) ) ### [How to Govern AI: Building value and managing risk in practi…](/blog/building-value-and-managing-risk-in-practice) In this CDI webinar, Allegra Guinan explores what effective AI governance looks like across the full… Mar 27, 2026 4 min read [The 10 Things You Need to Consider When Scaling from Chat to…](/blog/seamly-the-10-things-you-need-to-consider-when-scaling-from-chat-to-voice) ) ### [The 10 Things You Need to Consider When Scaling from Chat to…](/blog/seamly-the-10-things-you-need-to-consider-when-scaling-from-chat-to-voice) In this article, the team at Seamly shares what actually changes when scaling a conversational syste… Mar 10, 2026 8 min read [How to Build a Conversational AI Platform That Scales](/blog/how-to-build-a-conversational-ai-platform-that-scales) ) ### [How to Build a Conversational AI Platform That Scales](/blog/how-to-build-a-conversational-ai-platform-that-scales) Alan Nichol (RASA) and Hans van Dam (CDI) discuss what it takes to build conversational AI platforms… Mar 6, 2026 5 min read [Growing a Conversation Design Practice](/blog/growing-a-conversation-design-practice) ) ### [Growing a Conversation Design Practice](/blog/growing-a-conversation-design-practice) In this episode of Unprompted, Hans van Dam speaks with Grace Hughes, Conversation Design Director a… Mar 6, 2026 6 min read [New Course Release: Design Patterns in Conversational AI](/blog/course-release-design-patterns-in-conversational-ai) ) ### [New Course Release: Design Patterns in Conversational AI](/blog/course-release-design-patterns-in-conversational-ai) This blog introduces the newly launched Design Patterns course from the Conversation Design Institut… Mar 4, 2026 10 min read [From Cost Saver to Revenue Driver: Conversational AI Comes o…](/blog/conversational-ai-finally-becomes-a-sales-channel) ) ### [From Cost Saver to Revenue Driver: Conversational AI Comes o…](/blog/conversational-ai-finally-becomes-a-sales-channel) Agentic AI is transforming chatbots from support tools into real sales engines. Connected to produc… Feb 17, 2026 5 min read [A Practical Learning Path for Building Human-Centred Convers…](/blog/learning-path-for-building-human-centred-conversational-ai) ) ### [A Practical Learning Path for Building Human-Centred Convers…](/blog/learning-path-for-building-human-centred-conversational-ai) Across four courses, you’ll learn how to design, build, evaluate, and improve AI assistants using pr… Feb 9, 2026 4 min read [Designing Hybrid Conversational AI That Actually Works](/blog/designing-hybrid-conversational-ai-that-actually-works) ) ### [Designing Hybrid Conversational AI That Actually Works](/blog/designing-hybrid-conversational-ai-that-actually-works) Conversation Design Institute presents Unprompted with Rebecca Evanhoe. 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In this session, CDI’s consult… Jan 28, 2026 4 min read [My Predictions for Conversation Design: 2026 and Beyond](/blog/predictions-for-conversation-design-2026-and-beyond) ) ### [My Predictions for Conversation Design: 2026 and Beyond](/blog/predictions-for-conversation-design-2026-and-beyond) Explore the future of conversation design by 2026, focusing on evolving roles, adaptive UIs, and the… Jan 8, 2026 6 min read [Career Building in Conversational AI: From First Portfolio t…](/blog/career-building-in-conversational-ai) ) ### [Career Building in Conversational AI: From First Portfolio t…](/blog/career-building-in-conversational-ai) Hillary Black joins CDI’s Rachel Whitehorn to unpack how conversation design roles are evolving, fro… Dec 22, 2025 6 min read [Voice First, Future Ready: Why Voice-First Design and Chatbo…](/blog/voice-conversational-ai-design-webinar-verint) ) ### [Voice First, Future Ready: Why Voice-First Design and Chatbo…](/blog/voice-conversational-ai-design-webinar-verint) Join CDI & Verint on Sept 18 to explore generative AI in voice design. Learn strategies, real-world… Sep 10, 2025 4 min read [July Open Webinar with COPC Inc](/blog/july-webinar--copc) ) ### [July Open Webinar with COPC Inc](/blog/july-webinar--copc) The webinar titled "Scaling AI in CX: Avoiding the Pitfalls and Building for Impact" comes in advanc… Jul 2, 2025 4 min read [The Conversational Infrastructure: moving beyond the chatbot…](/blog/conversational-infrastructure-chatbot-higher-education) ) ### [The Conversational Infrastructure: moving beyond the chatbot…](/blog/conversational-infrastructure-chatbot-higher-education) Peter Thomas is Senior Adviser for Higher Education Strategy at CDI, where our focus is on building… Jun 23, 2025 5 min read [New Course Release: Designing Digital Humans](/blog/digital-humans-course) ) ### [New Course Release: Designing Digital Humans](/blog/digital-humans-course) Digital humans are revolutionizing how we interact with technology— our new course gets you up to sp… May 5, 2025 4 min read [May Business Solutions Webinar Series](/blog/May-Business-Solution) ) ### [May Business Solutions Webinar Series](/blog/May-Business-Solution) On the back of a successful series launch in April, the weekly 30-minute webinars will return in May… Apr 25, 2025 3 min read [CDI Talks AI Agents at KPMG Hackweek 2025](/blog/cdi-kpmg-hackweek) ) ### [CDI Talks AI Agents at KPMG Hackweek 2025](/blog/cdi-kpmg-hackweek) Recently, our own Jurgen Gravestein joined industry leaders at KPMG's innovative Hackweek 2025 event… Apr 16, 2025 4 min read [May Webinar: Conversational AI Maturity](/blog/conversational-ai-maturity-webinar) ) ### [May Webinar: Conversational AI Maturity](/blog/conversational-ai-maturity-webinar) Looking to take your organization's conversational AI program to the next level? Our upcoming webina… Apr 11, 2025 3 min read [New Course Release: Mastering Content Structure for LLMs](/blog/content-structure-llm-course) ) ### [New Course Release: Mastering Content Structure for LLMs](/blog/content-structure-llm-course) This course deep dives into why structured content is essential for delivering effective, compliant,… Mar 28, 2025 4 min read [CDI Rebrand & Next-Gen Learning Platform](/blog/conversation-design-institute-rebrand-next-gen-learning) ) ### [CDI Rebrand & Next-Gen Learning Platform](/blog/conversation-design-institute-rebrand-next-gen-learning) Amsterdam & Austin based Conversation Design Institute (CDI), the global leader in Conversational AI… Mar 3, 2025 4 min read [Career paths in Conversational AI](/blog/career-paths-in-conversational-ai-and-generative-ai) ) ### [Career paths in Conversational AI](/blog/career-paths-in-conversational-ai-and-generative-ai) The world of conversational AI offers exciting career opportunities for individuals passionate about… Feb 26, 2025 5 min read [Generative AI: the pros, cons and considerations](/blog/generative-ai-pros-cons-and-question-marks) ) ### [Generative AI: the pros, cons and considerations](/blog/generative-ai-pros-cons-and-question-marks) Since the launch of ChatGPT, a lot has happened. 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It's also… Jan 15, 2025 3 min read [Improving CS Finance in the new era of AI](/blog/improving-cs-finance-in-the-new-era-of-ai) ) ### [Improving CS Finance in the new era of AI](/blog/improving-cs-finance-in-the-new-era-of-ai) This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleague… Jan 13, 2025 7 min read [How to build a successful Conversation Design Practice](/blog/how-to-build-a-successful-conversation-design-practice) ) ### [How to build a successful Conversation Design Practice](/blog/how-to-build-a-successful-conversation-design-practice) Conversation design has evolved from a niche specialty to a critical enterprise function. 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Well, if you’re part of the ecosystem that’s buildin… May 26, 2023 4 min read --- --- title: "Achieving CS Flexibility in the new era of AI" description: "This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the fifth article in a program designed to help Customer Service leaders develop a realistic, effective AI strategy." url: "https://www.conversationdesigninstitute.com/blog/achieving-cs-flexibility-in-the-new-era-of-ai" lang: en --- [ All blog articles ](/blog) # Achieving CS Flexibility in the new era of AI This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the fifth article in a program designed to help Customer Service leaders develop a realistic, effective AI strategy. [  ](/expert/troy-gedlinske) [Troy Gedlinske](/expert/troy-gedlinske) Blog Author Jan 27, 2025 7 min. read  ## Chapters [Executive summary ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [CS Flexibility is about planning for the moment when your strategy falls apart ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Scale and flexibility are not the same thing ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [Quantifying the unexpected, from forecast to variance ](#b20b1915-2ade-4828-b28b-845e8f234f24) [Achieving CS Flexibility, from variance to response ](#b24059d5-104c-422e-8993-f5c2ad91f4be) [How AI can help you achieve CS Flexibility ](#f1c1bcb1-4b6d-4247-bc55-9e103144e9a6) ## Executive summary Flexibility is about planning for the moment when your strategy falls apart. And it will, because even the best, data-based strategies can’t predict the future. For CS Ops teams, CS Flexibility is about responding to unexpected variance in forecasted demand. Whether up or down, next week or two months from now, this type of unexpected demand (usually event driven) can’t be predicted, but it can be planned for. Historically, CS Ops teams have achieved CS Flexibility with a playbook mapping pre-defined response options to pre-defined scenarios. This is a complex but critical approach that continues to be important in the new era of AI. AI-powered assistants reduce the pain from unexpected variance by making it easier for you to introduce and expand self-service support options. Unlike human agents, self service options don’t have capacity constraints that can be overwhelmed by unexpected demand. AI-powered chatbots also allow for a new class of response options for your playbook, creating a reserve of support you can call upon to protect your human agent – and your SLAs. ## CS Flexibility is about planning for the moment when your strategy falls apart We all know that no strategy survives contact with reality. And yet will all still depend on strategy to help us prepare for the future – and manage our CS operations. Why? First, because the act of developing a strategy is valuable on its own. It forces us to ask and answer tricky questions, question our cognitive biases, and choose priorities. Second, because it helps us learn. When our strategy runs afoul of reality, we can evaluate where we were right or wrong, and why, and then incorporate lessons learned into our next strategy. As CS leaders, such real-world learnings help us achieve CS Scale, a critical long-term goal that we discussed in the previous article in this series. They also help us work towards another critical goal: achieving CS Flexibility. Flexibility is one of the five pillars of CS. It’s a measure of your ability to weather periods when both your forecast for CS demand and the expected variance from it is off the mark – often due to impossible-to-predict events. Achieving CS Flexibility – in effect, planning for the moment when your plan falls apart – is complex, but not impossible. And with the help of AI-powered assistants, you have new options for dealing with unexpected variance in demand when you experience it. ## Scale and flexibility are not the same thing CS Scale and Flexibility are similar in several key ways. Both are critical components of a successful CS operation. Both rely heavily on forecasting. Both are achieved using similar tactics, such as adopting new technology or recruiting new agents. The big difference between CS Scale and CS Flexibility is duration. When planning for Scale, CS Ops teams are responding to longer, more predictable changes in demand. In contrast, with CS Flexibility, you’re responding to swift changes in demand, often unexpected. Although it varies by company and industry, a trick for distinguishing between “short” and “long” duration is to look at your “street-to-seat” duration. This is a measure of how long it takes to train a new human agent to handle direct customer contacts without active supervision. For many companies, the “street-to-seat” duration is 3-4 months. So according to this simple measure, any investment or program to improve demand response that takes longer than 3-4 months is CS Scale. Everything else is CS Flexibility. ## Quantifying the unexpected, from forecast to variance Like many things CS Ops teams do, achieving CS Flexibility begins with forecasting. Whether forecasts are based on years of data or simply common sense, they’re all trying to predict expected demand for CS. CS Ops teams then build their strategies to match expected demand with the required supply of human, physical, and technical resources. While the forecasts that CS Ops teams present to company leadership are often high level with smooth trend lines, the ones they rely on for day-to-day operations are granular, sometimes with increments as short as 15 to 30 minutes. Their forecasts also include expected variance from the forecast, that is: predictions for when the forecast could be wrong, and by how much. The good news is that a lot of expected variance comes from known sources, such as holidays. Because these sources of variance are known in advance, CS Ops teams can plan for them. The real trick is responding to unexpected variance. This could be actual demand greater than the expected variance, such as a new product introduction that went much better or worse than anticipated. This could also be actual demand above or below forecast in response to an event that wasn’t forecasted at all, such as an extreme weather event or product recall. No matter the cause, this type of variance is both unexpected and impossible to predict. This is also why strategy often falls apart, and why CS Flexibility is so critical. ## Achieving CS Flexibility, from variance to response When developing a CS Flexibility strategy, CS Ops teams begin by 1) identifying the time horizons within which a change in demand may occur and 2) identifying the response options available for each time horizon. For example: for very short time horizons of less than two weeks, your responses options range from the very bad, such as ditching SLAs, to the challenging and/or expensive, such as mandatory overtime. For time horizons between two weeks to four months, you have more options, and fewer tradeoffs. Once you have your matrix of time horizons and available response options, you have to create a playbook that maps the optimal response option to the appropriate time horizon. This is an extremely important planning task, for two reasons: - When faced with unexpected variance, your team has to be able to act fast. For extreme events, they may even have to act before leadership has the chance to provide guidance or official approval. - Flexibility responses always involve some sort of tradeoff that must be informed by your company’s priorities. For example, if your company prioritizes CS Finance, then your playbook may call for ramping labor down in response to slower demand more readily than ramping it up in response to higher demand. Then again, if your company prioritizes CS Quality, the opposite may be true. Obviously, there are many, many other factors involved in establishing a playbook. But the key point is that a playbook helps your team make smart, fast decisions when unexpected changes in demand pressure your plans – as they almost certainly will. ## How AI can help you achieve CS Flexibility As you start thinking about your AI strategy with respect to CS Flexibility, we strongly encourage you to remember that preventing a problem is often easier than fixing it. In this case, the prevention you should focus on first is self service via AI-powered assistant. Of course, no type of self service option can help you prevent unexpected variance. But an AI-powered assistant can help you limit the pain by containing as many customer support interactions as possible. After all, an assistant doesn’t care if the number of customers reporting a service outage surges from 10 per hour to ten thousand (assuming, of course, that the technology can handle such a load spike). That’s certainly not the case for a team of human agents. AI-powered assistants can also unlock new and powerful responses for your response playbook. For example: the actions taken by a well-designed AI-powered assistant depends upon its confidence recognizing customer intentions. Above a pre-defined minimum confidence threshold, the assistant responds; below that threshold, the assistant kicks the interaction to a human (usually after a few attempts to increase its confidence). When facing an unexpected variance in demand, you can reduce the minimum confidence threshold for some (or even all) intents. This would immediately increase the number of interactions the assistant will attempt to manage on its own, relieving pressure on human agents. Similarly, you can respond to unexpected demand by allowing an AI-powered assistant to handle interactions that would otherwise be routed to a human agent. This isn’t without cost, since you’d need to train the assistant on these otherwise human-only use cases. Nor is it without risk, since there are usually good reasons why some customer interactions are classified as human-only. But in an emergency, redirecting even a small percentage of demand away from overwhelmed human agents may justify both the cost and the risk. This article is an introduction to a hands-on workshop program designed exclusively for CS leaders at the VP level and above. To learn more about CDI’s suite of workshops offerings, you can contact Ben Taylor ([ben@conversationdesigninstitute.com](mailto:ben@conversationdesigninstitute.com)), CDI’s Global Head of Sales. --- --- title: "Achieving CS Scale in the new era of AI" description: "This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the fourth article in a program for customer service leaders to develop a realistic, effective AI strategy. " url: "https://www.conversationdesigninstitute.com/blog/achieving-cs-scale-in-the-new-era-of-ai" lang: en --- [ All blog articles ](/blog) # Achieving CS Scale in the new era of AI This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the fourth article in a program for customer service leaders to develop a realistic, effective AI strategy. [  ](/expert/troy-gedlinske) [Troy Gedlinske](/expert/troy-gedlinske) Blog Author Jan 20, 2025 6 min. read  ## Chapters [Executive summary ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Scaling CS is about getting smart before you get big ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Growth and scale are not the same thing ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [Scaling CS in different growth scenarios ](#b24059d5-104c-422e-8993-f5c2ad91f4be) [How AI can help you achieve and protect CS Scale ](#f1c1bcb1-4b6d-4247-bc55-9e103144e9a6) [How AI can help you reduce indirect OpEx Costs ](#b7cf05b8-cf36-40d2-b406-12668e397b8e) ## Executive summary Scale is how companies become wildly profitable, and stay that way. This is because it allows them to grow their operations while their costs grow slower than revenue. Scale is critical for CS Ops teams, few of which generate revenue on their own. This is because any cost savings and efficiencies you earn by scaling CS go right to the bottom line, boosting company profit. Historically, CS Ops teams have achieved and protected CS Scale by investing in technology (especially self-service tools), centralizing and streamlining processes, and making better use of data and analytics. These strategies work for all types of growth. You should be investing in AI, period. And not just any random technology or implementation, but a blend of AI-powered assistants and human agents. No matter what you do, start today. CS Scale is achieved with investment and planning, not magic (with or without AI). And because AI-powered assistants enjoy natural economies of scale, your payback/ROI will be higher than you may think. ## Scaling CS is about getting smart before you get big What separates a good company with solid earnings from a wildly successful company that has more money than it knows what to do with? The answer: scale. Specifically, economies of scale. This is the magical state when your company grows its operations, often fantastically, while your costs grow slower than revenue. In the beauty pageant or gladiator pit of the business world (pick your metaphor), some companies can scale easier than others. Just think of all the wealth that platform and high-margin software companies have created over the last twenty years. But even for the most advantaged companies, scaling doesn’t just happen. You have to plan for it and make the right investments. As a CS leader, you know that scale is even more important for CS. This is because most CS Ops teams are cost centers. So when your company experiences high growth, your costs can quickly get out of hand. On the other hand, when you achieve CS Scale, cost savings go right to the bottom line. And thanks to AI, achieving and maintaining CS Scale is easier than ever before. ## Growth and scale are not the same thing In common parlance, people often use “growth” and “scale” interchangeably. But in business, they’re very different. Specifically, growth refers to increasing size, revenue, or output by an often proportionate growth in resources or investment. This means costs typically grow at the same rate as revenue – sometimes even faster. Economies of scale – or simply scale for short – refers to increasing revenue or output in a way that favorably alters the relationship between revenue and costs. Costs may still grow, but they grow slower than revenue or output, thereby increasing profit. As these simple definitions remind us, growth and scale are also related. As your company grows, scale comes under pressure, hurting profits (among other things). For your company to grow sustainably and profitably, it must increase scale so that revenue grows faster than costs. ## Growth and scale are not the same thing All growth scenarios put pressure on scale. But different scenarios pressure CS Scale in different ways, and in different intensities. For starters, let’s divide the different growth scenarios into organic growth, which occurs in the course of a company’s overall operating strategy, and non-organic growth scenarios, which are one-off events that occur in direct response to specific company decisions. Of these scenarios, hypergrowth is probably the most well known (and perhaps infamous). With hyper growth, companies experience a phase of sharp and rapid expansion in revenue, usually driven by proportionally sharp increases in costs. While hyper-growth can lead to outsized profit in the future, it puts extreme pressure on company infrastructure, culture, and resources. In particular, CS Ops systems, people, and processes suffer in the mad scramble to keep up with the rest of the organization, generating huge costs. Meanwhile, any effort by CS Ops teams to protect key pillars like CS Quality and CS Finance are often resisted. Non-organic growth scenarios cause similar challenges to CS Scale. But each scenario features a few unique wrinkles worth noting. For example, if a new product introduces a new customer type (e.g., B2B in addition to B2C) or channel (e.g., direct-to-customer instead of third-party retailer), it will do more than just increase your costs. It will alter the “shape” of your entire CS strategy. Similarly, if entering a new market means localizing customer support (e.g., by supporting a new language), you may discover that surprisingly little of your processes or SLAs can be ported without an overhaul. Cultural sensitivities can be particularly challenging to manage. ## How AI can help you achieve and protect CS Scale Historically, CS Ops teams have deployed many proven strategies to achieve and protect CS Scale, such as: investing in better technology (especially self-service tools), centralizing and streamlining processes, and using data and analytics for forecasting and labor management. Success with CS Scale is also reinforcing. For example, CS Ops teams who get really good at forecasting soon discover that growing companies generate a lot of data, making forecasting more effective – further reinforcing scale. Now we can add AI to the mix. And not just any AI technology, but AI-powered assistants blended thoughtfully with a team of human agents. Let’s start with self service. As we mentioned in our previous article on CS Finance, an AI-powered assistant is the ultimate self-service option for customers: they’re more effective and versatile than an FAQ or help doc; they’re available 24/7/365 without breaks or unplanned interruptions; and they can be updated and optimized in perpetuity. They can even cover multiple channels, including voice. Now consider what happens when you blend AI-powered assistants with human agents. While the assistants focus on low touch or “easy” interactions, human agents can focus on the high touch interactions that may be the most valuable in terms of CS Quality. This is a powerful combination with some great benefits: - In an organic growth scenario, a blended team reduces the number of new human agents required to support a given quantity of growth. Slower headcount growth means lower costs. - If you’re launching a new product that’s an evolution of an existing product with 80%+ similar functionality, you can really lean into AI-powered assistants. This is because CS Ops teams should have all the data needed to properly plan and implement an AI-powered assistant. This frees live agents to handle the most complex and risky interactions—which are usually the most valuable in a product launch. - Labor efficiency improvements. AI-powered assistants are natural skill blenders because they can be trained to handle multiple types of interactions and tasks. They can also cover multiple channels, including voice – which is why some of the largest companies in the world are busy replacing relatively successful IVR systems with AI-powered voice assistants. If you’re entering a new market that requires localization, you can deploy AI to assist live agents directly instead of interacting with customers. For example, you can use AI translation services for real-time interaction translation or for transcribing interactions and notes back into the company’s “native” language for review and analysis. ## Some parting tips for your next CS + Ops strategy session Don’t wait to get started. It’s hard to plan for the future when you’re under pressure today. But CS Scale doesn’t happen magically, with or without AI. The sooner you get started, the better. If you’re projecting high growth, boost your payback/ROI calculations for AI. AI-powered assistants have natural economies of scale because upfront costs can be spread over many more interactions while variable costs decrease with volume (thanks to volume discounts common among enterprise platforms). So if you’re forecasting high growth, you can feel comfortable forecasting a correspondingly high ROI. Don’t worry about any decreases in the efficiency in human agents. It’s true: in a blended operation, human agents who focus on exception handling will experience labor “drag” in the form of reduced efficiency. They’ll also need to be managed with greater care because their jobs will have substantively changed. Still, this is a red herring. With more volume running through AI, you will be more efficient organizationally – and that’s what really matters when thinking about CS Scale. This article is an introduction to a hands-on workshop program designed exclusively for CS leaders at the VP level and above. To learn more about CDI’s suite of workshops offerings, you can contact Ben Taylor ([ben@conversationdesigninstitute.com](mailto:ben@conversationdesigninstitute.com)), CDI’s Global Head of Sales. --- --- title: "AI Assistants for Knowledge Management" url: "https://www.conversationdesigninstitute.com/blog/ai-assistants-for-knowledge-management" lang: en --- [ All blog articles ](/blog) # AI Assistants for Knowledge Management Conversational AI and generative AI have unlocked entirely new business models and are shifting our ideas about how we organize information inside of our organizations. Imagine you want to request a day off. What do you do? Trawl through pages of dense intranet content? No, you lean over and ask a coworker and not just any co-worker, but that one who ‘always knows everything’. The one that is always on top of everything. This in a nutshell is the case for an internal chatbot: a single source of assistance for all your employees. [  ](/expert/jasper-klimbie) [Jasper Klimbie](/expert/jasper-klimbie) Blog Author Nov 28, 2024 3 min. read  ## Chapters [Content, content and more content ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Two types of approaches ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Conversational AI with the human touch ](#b24059d5-104c-422e-8993-f5c2ad91f4be) ## Content, content and more content In business, it’s well established that you need to offer customers efficient services and clear procedures. Our hand is forced by the power of competition. But internally? Not so much. Often a new process doesn’t fully replace an old one or is simply added to the collection. When you want to create a single point of contact and resolution, your team will need to work closely with all manner of owners and stakeholders. Information is usually not found in one place, but in many. It’s one the biggest sources of frustration among employees and undermines productivity. According to a McKinsey report, the average employee spends 1.8 hours every day searching and gathering information. An internal chatbot can bring relief. ## Two types of approaches There are two common approaches to building chatbots: - Wide and shallow. Throwing out a wide net, trying to catch as much as we can, but won’t go too deep into any particular topic. - Narrow focus. A deep and transactional bot that’s able to automate a limited number of manual tasks from start to finish. In the first approach, think of your AI assistant as some kind of know-it-all, who can always direct you to the exact place where you find what you need. In the second approach, think of the AI assistant as an expert on a clearly defined subject who will take your query and take you through an end-to-end experience. Anyone who has ever worked in a corporate environment knows that a good part of your day is spent on uninspiring tasks: writing reports, filling out forms, logging your time, ordering stuff, categorizing documents or sending out orders. Today, some of these tasks can be partially or completely automated by a well-built AI assistant. Getting it to work might take time and effort, also from the development side, but it can exponentially increase the productivity of team members or managers, when you’re able to successfully automate tasks or quickly gather information that used to be hard to find. ## Conversational AI with the human touch Anyone who works in software and automation knows that there always is the looming risk of depersonalization. Some organizations might be tempted, at some point, to hire or fire people through AI. To reduce people to numbers and lists. To evaluate their performance by comparing it to hundreds of others doing the same job. At CDI, we believe that conversational AI is a powerful tool, but it is still just a tool. It should be considered as a means to an end, and not the end in itself. We believe in building AI assistants with a human touch. Ultimately, they are designed to make our lives easier, allowing us to do more meaningful work throughout the week instead of browsing for an hour through Confluence to find the link to the app you need to use to request time-off. --- --- title: "How to Govern AI" description: "In this CDI webinar, Allegra Guinan explores what effective AI governance looks like across the full lifecycle of an AI initiative. The session covers how teams measure risk, build operational guardrails, and connect governance to value creation using real conversational AI examples." url: "https://www.conversationdesigninstitute.com/blog/building-value-and-managing-risk-in-practice" lang: en --- [ All blog articles ](/blog) # How to Govern AI: Building value and managing risk in practice In this CDI webinar, Allegra Guinan explores what effective AI governance looks like across the full lifecycle of an AI initiative. The session covers how teams measure risk, build operational guardrails, and connect governance to value creation using real conversational AI examples. [  ](/expert/allegra-guinan) [Allegra Guinan](/expert/allegra-guinan) Blog Author Mar 27, 2026 4 min. read  ## Chapters [What responsible AI governance looks like ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Why AI Governance Matters ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Beyond Policy Documents ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) [Measuring Risk Across Stages ](#86888adb-6b64-4fbc-9d89-91ee9cc6ec56) [Connecting Governance and Value ](#06a3deaa-3098-422d-b8ff-cdb6398dd12b) [Building Guardrails for Innovation ](#65ce25c7-41c6-4291-a0cd-d8c295876b39) [Meet the Speakers ](#a7aab241-c886-40ab-811b-a4065a262ace) [Watch the Webinar ](#805c467b-0b8b-414c-86ea-3e456fd313f6) ## What responsible AI governance looks like across the full lifecycle On March 19, 2026, Allegra Guinan joined the Conversation Design Institute for a practical session on AI governance. The webinar explored how organizations can manage risk and measure value across the entire lifecycle of an AI initiative, from early experimentation to production and monitoring. The discussion focused on what governance actually looks like in operational practice and how teams can build guardrails that support innovation rather than slow it down. ## Why AI Governance Matters As AI becomes embedded in products and services, organizations face increasing pressure to manage risk responsibly. Governance provides the structure needed to ensure AI systems remain transparent, accountable, and aligned with organizational goals. When implemented well, governance frameworks help teams maintain trust while enabling sustainable innovation. ## Moving Beyond Policy Documents Many organizations begin their governance journey by creating policy documents and ethical guidelines. While these are important starting points, they rarely provide practical guidance for teams working with real AI systems. Governance becomes meaningful when it is integrated into everyday development workflows. The session explored how governance frameworks can guide decision making throughout the AI lifecycle rather than existing as static documentation. ## Measuring Risk Across Stages Risk in AI systems changes as projects evolve. Early exploration requires different safeguards than production systems operating at scale. The webinar examined how organizations can measure risk across different stages of development. From early experimentation to deployment and monitoring, teams need evaluation processes that help identify potential failures before they affect users. ## Connecting Governance and Value Governance is often framed purely as a risk management exercise. In practice, strong governance also supports better measurement of value. By establishing clear metrics and evaluation processes, organizations can better understand how AI systems contribute to business outcomes and user experiences. Governance helps teams answer an essential question: not only whether a system is safe, but whether it is delivering meaningful results. ## Building Guardrails for Innovation One of the most common concerns around governance is that it may slow innovation. The goal of governance is not to restrict experimentation but to create guardrails that allow teams to innovate responsibly. Clear processes help teams move faster by reducing uncertainty and preventing costly mistakes later in the lifecycle. ## Meet the Speakers  ### Allegra Guinan **Co-founder** and **CTO, Lumiera** **_Allegra Guinan_** is co founder and CTO of **_Lumiera_**, a boutique advisory firm that helps organizations design responsible AI strategies. She combines strategic leadership with deep expertise in system architecture, data engineering, and machine learning operations. At Lumiera, Allegra works with organizations to build resilient AI capabilities and guide leaders through the complexities of implementing responsible AI systems at scale.. ## Meet the Speaker This blog highlights key ideas from the session, but the full discussion offers deeper insight into how governance works in real AI initiatives. Watch the full webinar here: [ Watch Full Webinar ](https://learn.conversationdesigninstitute.com/course/how-to-govern-ai-building-value-and-managing-risk-in-practice) --- --- title: "The business case for conversation design" description: "When you think about it, conversations are at the heart of everything. Metaphorically speaking we converse with everything in our environment. And everything speaks back to us in the sense that we respond to what we hear, see, and feel constantly. We interact with the world, with other people, with nature, and more than ever with technology." url: "https://www.conversationdesigninstitute.com/blog/business-case-for-conversation-design" lang: en --- [ All blog articles ](/blog) # The business case for conversation design When you think about it, conversations are at the heart of everything. Metaphorically speaking we converse with everything in our environment. And everything speaks back to us in the sense that we respond to what we hear, see, and feel constantly. We interact with the world, with other people, with nature, and more than ever with technology. [  ](/expert/jasper-klimbie) [Jasper Klimbie](/expert/jasper-klimbie) Blog Author Feb 7, 2025 4 min. read  ## Chapters [The business case for conversation design ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Unwritten rules governing our interactions ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Humans view the world to a human lens ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [Good design pays off, literally ](#b8314e16-0698-449f-b29b-bd57b71845da) [But what about generative AI…? ](#7fd8933c-9d65-40b9-93c3-3e238ee36912) ## The business case for conversation design [Conversation design](/topics/conversation-design) is the art of designing these daily interactions with AI assistants, whether it’s [chatbots](/topics/chatbots), voice assistants or AI agents. The people taking on this modest task are called [conversation designers](/courses/conversation-designer/). Conversation designers are what UX designers were during the rise of web interfaces in the ‘90s. And you might want to hire some now, because AI and conversational interfaces are shaping up to be the [next big UI paradigm shift](https://www.nngroup.com/articles/ai-paradigm/). ## Unwritten rules governing our interactions Progress might be propelled by technology, but adoption is driven by ease of use. You can invest in the best technology available on the market, but still build a chatbot that fails to deliver value to the business and your customers. That’s because building great chatbots is hard. Not only do you need to understand what people are saying, people need to feel understood. You see, we are experts at having conversations. It comes so naturally to us that we don’t even have to think about it. But as it happens there are many unwritten rules that govern our daily exchanges, whether it’s at the coffee shop, during a Zoom meeting, or when engaged in casual conversation. Only by understanding these rules are we able to design elegant and meaningful experiences. That’s where the [conversation designer](/courses/conversation-designer/) comes in. A conversation designer is someone who leverages their knowledge of language, technology, and human psychology to turn your AI assistants into a successful conversational partner. It might not be immediately obvious, but language and psychology are deeply connected. When designing [chatbots](/topics/chatbots) and voice assistants, this connection shouldn’t be underestimated. ## Humans view the world to a human lens We view the world through a uniquely human lens. It’s the reason we see faces in the sky and why we like Disney characters so much. Research has shown that when we hear a voice, any voice, we automatically assign a personality to it – even if that voice is artificial. We make assumptions about who they are and where they’re from, and based on that we make split second decisions on whether we like them or not and whether we think they’re trustworthy. You can take control over this process by designing with a clear persona in mind. If done right, customers are more likely to take your chatbot’s advice or be more forgiving when something goes wrong. Time and time again, we see that carefully curated experiences lead to better outcomes for your customers and your brand. ## Good design pays off, literally A common misunderstanding is that we need to get customers from A to B as quickly as possible. Instead, it’s much better to go step-by-step: a technique better known as ‘turn taking’. Taking turns is something we do intuitively as people. We go back-and-forth to allow each other some space to breathe and process new information. We don’t consider it to be a conversation if someone is just having one long monologue. When designing for turn taking, the conversations become longer, but easier to navigate. Breaking down information is much more effective than giving all information at once. For an enterprise client, we even did user testing to confirm that this step-by-step approach was rated much higher by virtually all testers. Tellingly, none of them were able to accurately report how many steps the conversation took: instead, they all reported that it was easier. Ultimately, ease of use is a proxy for being quick. [Conversation designers](/courses/conversation-designer/) that know this will design dialogues that lead to higher containment, positively affecting our bottom line. And there you have it: the business case for [conversation design](/topics/conversation-design). ## But what about generative AI…? The idea that you need to invest in good design to deliver business value is especially important as LLM-powered agents take centerstage. In the early days, there used to be quite some magical thinking with regards to [chatbots](/topics/chatbots). This was due to a combination of overoptimism and a lack of understanding, comparable to some of the sentiment around generative AI. As it turns out, [LLMs](/topics/generative-ai-and-llm) struggle to adhere to all sorts of design principles and you still need folks that understand how to create successful conversations to tell good from bad. With the rise of LLMs, we risk a replay of the past where we again see developers inside the organization pushing for innovation without the support of people that have demonstrable conversation design expertise and know how you turn a promising technology into a great product that your customers will love. The best you can do as a future-forward organization is to build a sustainable conversation design practice. If you want to know what it takes to do that, CDI has you covered. We’ve helped build and train CAI teams for global brands such as Adidas, HP, Vodafone, Nespresso, Lidl. Looking to build a conversational AI team or take your program to the next level? Don’t hesitate to reach out. --- --- title: "Career Building in Conversational AI" description: "Hillary Black joins CDI’s Rachel Whitehorn to unpack how conversation design roles are evolving, from scripted flows to prompt-based systems. She shares practical insights on portfolios, career positioning, LinkedIn presence, and the skills designers need to stay adaptable in a fast-changing AI landscape." url: "https://www.conversationdesigninstitute.com/blog/career-building-in-conversational-ai" lang: en --- [ All blog articles ](/blog) # Career Building in Conversational AI: From First Portfolio to Product Impact Hillary Black joins CDI’s Rachel Whitehorn to unpack how conversation design roles are evolving, from scripted flows to prompt-based systems. She shares practical insights on portfolios, career positioning, LinkedIn presence, and the skills designers need to stay adaptable in a fast-changing AI landscape. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Dec 22, 2025 6 min. read  ## Chapters [What It Really Takes to Build a Career in Conversational AI ](#67812710-ed05-4dc3-aee9-e951be924216) [Meet the Presenters ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Scaling Conversation Design Without a Large Team ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Portfolios, Hiring, and Switching Into Conversation Design ](#4dd6723f-20e9-4d3e-9168-d0f38bf3db98) [Building Visibility Without Becoming a Content Creator ](#0d51a192-9d73-4456-9a62-646068ab5151) [The Future of Conversation Design and AI ](#dcb7ed77-c0c2-4205-86c2-05334f66524a) [Watch the Full Episode ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) ## What It Really Takes to Build a Career in Conversational AI Careers in [conversational AI](/topics/conversational-ai) rarely follow a straight line. Roles evolve quickly. Tools change mid project. Job titles struggle to keep pace with the actual work. [Conversation designers](/courses/conversation-designer/) are often asked to define their scope while delivering production ready AI systems at the same time. In this episode of Unprompted, Conversation Design Institute Practice Lead Rachel Whitehorn speaks with Hillary Black, Head of Brand at Mav, about what it really means to build a career in conversation design as the discipline continues to evolve. _“Conversation design today isn’t just about writing flows. It’s about designing systems that can adapt while still protecting users.” -Hillary Black_ Drawing on seven years inside an AI product company and years mentoring emerging designers, Hillary offers a grounded perspective on how [conversation design](/topics/conversation-design) roles are shifting from scripting toward product impact, governance, and long term system thinking. ## Meet the Presenters ###  ### **Hillary Black |** Head of Brand at Mav | Conversation Design Content Creator Hillary Black is a [conversation designer](/courses/conversation-designer/), marketer, and community builder leading brand and conversation design efforts at Mav, an AI powered SMS assistant for lead generation. Over the past seven years, her role has grown alongside the product, from writing early Messenger scripts to shaping product conversations, prompt systems, and design governance across a complex conversational AI platform. Beyond Mav, Hillary founded Conversation Designer Jobs and the Conversation Designers Internet Club, where she supports designers entering and advancing in the field. She also serves on the UX Industrial Advisory Board at the Milwaukee School of Engineering, helping connect industry practice with education. “The work changed as the product changed. What started as dialogue writing became product thinking very quickly.” ###  ### **Rachel Whitehorn |** Practice Lead, Conversation Design Institute Rachel Whitehorn is the Practice Lead at the Conversation Design Institute, where she works with designers and organizations building real world conversational AI systems. Her work focuses on applied [conversation design,](/topics/conversation-design) product strategy, and helping teams navigate the realities of designing for AI at scale. As host of Unprompted, Rachel brings a practical, systems oriented lens to conversations about how [conversational AI](/topics/conversational-ai) is built and how the people behind it grow in their roles. ## Scaling Conversation Design Without a Large Team As the only [conversation designer](/courses/conversation-designer/) at Mav, Hillary is responsible for maintaining conversation quality at scale without the support of a large design organization or mature tooling. She discusses the challenge of moving from dialogue first design to modular, prompt based systems, including: - Managing prompts, scripts, and conversation logs - Handling versioning and experimentation - Deciding where generative AI should lead and where human control is essential _“The hardest part isn’t generating language. It’s deciding where flexibility is helpful and where it becomes risky.”_ In small teams, governance often lives inside the designer’s head. Hillary emphasizes the importance of building shared understanding across teams, even when formal systems don’t yet exist. ## Portfolios, Hiring, and Switching Into Conversation Design Through Conversation Designer Jobs, Hillary has reviewed hundreds of portfolios and she is clear about what hiring managers actually notice. Strong portfolios prioritize clarity over volume. They explain why decisions were made, not just what was designed. They make it easy to understand a candidate’s thinking quickly. _“If I can’t understand your reasoning in the first few minutes, it doesn’t matter how many screens you designed.”_ Hillary also challenges the idea that only real client work counts. Well structured sample projects can be just as effective when they clearly show problem framing, constraints, and outcomes. Short video walkthroughs, she notes, are often the fastest way to communicate thinking, especially for [conversation design](/courses/conversation-designer/) roles. ## Building Visibility Without Becoming a Content Creator Hillary is well known in the [conversation design](/topics/conversation-design) community, but she is careful to separate visibility from constant content production. In the episode, she and Rachel discuss what actually helps designers get noticed: - Clear LinkedIn profiles that explain how you think - Occasional, intentional sharing over frequent posting - Making reasoning visible, even without many projects _“You don’t need to be loud. You just need to be clear.”_ For many designers, a small, consistent online presence is enough to support real career opportunities without turning LinkedIn into a full time job. ## The Future of Conversation Design and AI As conversational AI continues to evolve, Hillary reflects on which skills remain essential and which are fading. While prompt engineering has gained attention, she sees it as part of [conversation design](/topics/conversation-design), not a replacement for it. The fundamentals, empathy, systems thinking, responsibility, and judgment, still define strong work. _“Good AI products won’t win because they talk more. They’ll win because they know when not to.”_ Looking ahead, Hillary believes adaptability will be one of the most important skills for conversation designers, both technically and strategically. ## Watch the Full Episode This post highlights key themes from the conversation, but the full episode includes deeper examples, practical stories, and candid reflections. Watch or listen to the complete episode of Unprompted with Hillary Black, embedded below. Whether you are entering the field, evolving your role, or leading conversational AI teams, this episode offers an honest look at what it means to build a career in a discipline that is still taking shape. [ WATCH UNPROMPTED. ](https://learn.conversationdesigninstitute.com/course/career-building-in-conversational-ai) --- --- title: "Career paths in Conversational AI" description: "The world of conversational AI offers exciting career opportunities for individuals passionate about technology, communication, and user experience. Conversation designers, AI trainers, and AI engineers are well-established and much-needed roles. At CDI, we can help you unlock these opportunities through specialized training and certification programs, enabling you to thrive in this growing field." url: "https://www.conversationdesigninstitute.com/blog/career-paths-in-conversational-ai-and-generative-ai" lang: en --- [ All blog articles ](/blog) # Career paths in Conversational AI The world of conversational AI offers exciting career opportunities for individuals passionate about technology, communication, and user experience. Conversation designers, AI trainers, and AI engineers are well-established and much-needed roles. At CDI, we can help you unlock these opportunities through specialized training and certification programs, enabling you to thrive in this growing field. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Feb 26, 2025 5 min. read  ## Chapters [Popular conversational AI career paths ](#1bae5768-368c-4ddf-b423-550e45eb041c) [Evolving roles in Conversational AI and Generative AI ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Secure a career in Conversational AI ](#b24059d5-104c-422e-8993-f5c2ad91f4be) ## Popular conversational AI career paths ### Conversation Designer **What is a conversation designer?** A [conversation designer](/courses/conversation-designer/) designs interactive conversations between users and AI systems. They analyze user needs and technological possibilities to create a structured, user-friendly experience. By modeling conversations, they ensure that interactions are smooth, natural, and effective, maximizing both the user and the technology. **What does a conversation designer do?** A conversation designer designs interactive conversations between users and AI systems. They analyze user needs and technological possibilities to create a structured, user-friendly experience. By modeling conversations, they ensure that interactions are smooth, natural, and effective, maximizing both the user and the technology. A [conversation designer](/courses/conversation-designer/) makes sure AI assistants speak in a way that’s productive for both the business and the customer. In some use cases they write the scripts, in some use cases they prompt an LLM to speak in a certain way. This role requires a blend of creativity and technical know-how ensuring that AI assistants provide natural and helpful responses. **Skills required**: UX design, linguistics, AI technology **Technology understanding**: Basic understanding of conversational platforms, no programming required. **Personality traits**: - Creative problem-solver: Enjoys thinking outside the box. - Empathetic listener: Designs for user satisfaction. - Detail-oriented: Crafts precise conversational interactions. **Salary range (USD)**: The salary ranges described below come from job postings in the US and they may vary per region and vertical. [Conversation designers](/courses/conversation-designer/) earn an average of between €45,500 and €65,500 per year. The bottom 25% earn less than €45,500, while top earners can earn up to €76,000\. These salaries vary depending on experience, location, and skills in the emerging field of conversational AI. - Entry-Level: $55,000 – $70,000 - Experienced: $80,000 – $100,000 - Senior: $110,000 – $140,000 **Certificates**: [CXD1 Certificate](/courses/conversation-designer/cxd1), [CXD2 Certificate](/courses/conversation-designer/cxd2) [ Become a Conversation Designer ](/courses/conversation-designer) ### AI Trainer The AI trainer implements dialogues and ensures the AI Assistant continues to learn and improve over time. By training AI systems to understand user input accurately, AI trainers play a critical role in optimizing an AI Assistant’s performance. **Skills required**: Data analysis, natural language understanding (NLU) **Technology understanding**: Familiarity with NLP/NLU tools and a deep understanding of conversational platforms **Personality traits**: - Analytical thinker: Loves working with data. - Patient and persistent: Thrives on continuous improvement. - Curious learner: Stays ahead of AI advancements. **Salary range (USD)**: The salary ranges described below come from job postings in the US and they may vary per region and vertical. - Entry-Level: $60,000 – $75,000 - Experienced: $85,000 – $105,000 - Senior: $110,000 – $130,000 **Certificates**: AIT1 Certificate, AIT2 Certificate [ Become an AI Trainer ](/courses/ai-trainer) ### Prompt Designer Prompt designers, also commonly referred to as AI engineers or AI developers, build and maintain the technical systems that power AI assistants, with a special focus on [generative AI](/topics/generative-ai-and-llm). This role is highly technical, requiring expertise in programming and AI frameworks. **Skills Required**: Programming (Python, Java, C++), machine learning, AI frameworks **Technology Understanding**: Proficiency in languages like Python and C++ for developing AI systems, as well as frameworks like TensorFlow, PyTorch, and Azure AI for deploying models. **Personality Traits**: - Logical and structured: Solves complex technical challenges. - Resilient and adaptable: Can troubleshoot and integrate new technologies. - Detail-oriented: Is precise and works in a structural manner. **Salary Range (USD)**: The salary ranges described below come from job postings in the US and they may vary per region and vertical. - Entry-Level: $85,000 – $100,000 - Experienced: $120,000 – $150,000 - Senior: $160,000 – $200,000 **Certificates**: PD1 Certificate, PD2 Certificate ## Evolving roles in Conversational AI and Generative AI With demand increasing across industries, now is the perfect time to pursue a career in Conversational AI. Beyond the three roles described above, there are a number of emerging roles and titles within the industry. In the near future, roles and responsibilities will continue to evolve and CDI keeps a close eye on the developments. Here are some other common roles: - **Data Scientist**: Analyzes conversational data and provides insights that optimize performance. - **AI Product Owner**: Bridging strategy, technology, and user needs through intelligent product development. - **AI Project Manager**: Oversees the project lifecycle, ensuring collaboration between team members and timely delivery. - **Customer Experience Specialist**: Ensures that Conversational AI solutions fit seamlessly within the broader customer experience strategy. - **UX Designers / UI Designers / Interaction Designers**: Conversational AI teams work closely together with other teams and roles. You often find UX Researchers, UX Designers, UI Designers, and other roles embedded with the team or closely associated with it. ## Secure a career in Conversational AI As the technology continues to advance, [Conversational AI](/topics/conversational-ai) professionals must remain agile and committed to continuous learning. The landscape of AI is dynamic, with new tools, techniques, and opportunities emerging rapidly. By staying curious, upskilling yourself, and fostering a forward-thinking mindset, you can position yourself at the forefront of an exciting new field. CDI remains dedicated to supporting professionals through ongoing education, cutting-edge certification programs, hands-on workshops and consulting services to support enterprises worldwide. --- --- title: "Why AI Alone Won’t Save University Career Services" url: "https://www.conversationdesigninstitute.com/blog/careers-service-crisis" lang: en --- [ All blog articles ](/blog) # The Careers Service Crisis: Why AI Alone Won't Save You It’s no exaggeration to say that careers services in universities are in crisis. Restructures, skeleton teams and no budget for the technology that might actually help are commonplace. Nearly half per cent of recent graduates end up underemployed, while a third never even interact with their career centre. Can Conversational AI help? Yes. but the wrong approach will make the problem exponentially worse. [  ](/expert/peter-thomas) [Peter Thomas](/expert/peter-thomas) Blog Author May 6, 2026 5 min. read  ## Chapters [We're Past the Breaking Point ](#06c73192-4f29-47e2-a4a6-43c2b281b59d) [The Hidden Cost of Bad AI ](#bb38e6e9-2a7e-415f-b645-133280ecb5a8) [When Design Gets It Right ](#e9335045-79d6-42ed-a281-739e8b3b29f5) [Capability First, Technology Second ](#e6bdb057-9c78-48ce-a4dd-f77061807580) [What Comes Next ](#6638572b-ce54-492e-a42f-8054471003ad) ## We're Past the Breaking Point While career centre budgets have risen over the last few years, they’re nowhere near enough for the work that needs to be done. Teams are shrinking while enquiry volumes explode. More than 80 per cent of 2024 graduates experienced burnout during their studies, and students work longer hours in part-time jobs, becoming increasingly time-poor as cost-of-living pressures mount. Meanwhile, employers are drowning in AI-generated applications, impacting their willingness to engage on campus. And the impact of today's resource cuts won't show up in graduate outcomes data for three to five years. It’s not surprising that for careers services under these kinds of pressures, the ‘automate with AI’ pitch is compelling: many career service enquiries, including job search, resume feedback and interview preparation, can be automated while delivering an uplift in student engagement. But higher education remains significantly behind most sectors in effectively adopting new technology solutions. The challenge isn’t one of _willingness_ \- over 70 per cent of higher education administrators view AI positively and studies show chatbots can save more than 30 per cent in service costs and handle up to 50 per cent of enquiries. Rather it’s one of _mindset_: it's not always easy to instil a culture of informed pragmatism about technology. That requires detachment, fresh perspectives, and willingness to question existing approaches. And it requires not buying platforms to handle volume without building capability and designing for effectiveness. ## The Hidden Cost of Bad AI Here's what happens when you get it wrong. A student asks about "part-time opportunities" and the chatbot provides generic job board links, missing that the student is really saying they're struggling financially. A graduate seeking resume help gets templated advice that doesn't acknowledge this document represents their hopes. Career anxieties get processed without understanding the weight they carry and students learn quickly when institutions don't really see or understand them. For careers services already struggling with engagement this kind of impersonal Conversational AI drives students away. ## When Design Gets It Right Effective Conversational AI design means understanding that students come with genuine questions and that technology should acknowledge uncertainty, admit limitations, and connect to humans when stakes are high. This strengthens relationships rather than weakening them. But this requires organisations to build genuine capability across four critical dimensions: the _mindset_ that shapes how teams think about students, the _skillsets_ to design human-centred AI, the _culture_ that sustains empathy at scale, and the systems that make quality repeatable. ## Capability First, Technology Second We've worked with universities worldwide, and the pattern is always the same: buying a chatbot platform is easy. Building AI that strengthens relationships is harder. It requires asking different questions. Not "what chatbot should we buy?" but "do we have the organisational capability to make any chatbot effective?" Not "which features do we need?" but "do our teams have the conversation design skills to create supportive rather than transactional interactions?" Not "how much will it cost?" but "do our systems support continuous improvement based on student feedback?" This is why CDI's Standards Framework begins with capability assessment, not technology auditing. The framework evaluates 27 standards across six domains—from meta strategy and operational planning through design, build, improvement, and cross-cutting concerns like culture and compliance. This holistic assessment makes invisible blockers visible. It creates shared language across technical and service teams. It bridges the gap between assistant performance and operational reality. Most importantly, it shows whether you're ready to succeed with AI—or whether deployment now will simply automate dysfunction. There’s no doubt that Gen Z will use chatbots - but only when those chatbots actually understand them. The difference between AI that helps and AI that alienates isn't in the technology. It's in the capability to design for humans first. ## What Comes Next Career services can't keep doing more with less. Novel problems require novel solutions that are grounded in the recognition that students are people with futures to shape, not problems to process. Career development is fundamentally about relationships, not transactions. And organisational capability is the foundation that makes any support system work. The universities that thrive won't have the most sophisticated chatbots. They'll have built the internal capability to use Conversational AI effectively, extending their advisors' wisdom beyond office hours to make every student feel known, supported, and capable. Career support is about helping young people navigate one of life's most important transitions. Technology, designed well, can extend that support far beyond what any team, no matter how dedicated, could achieve alone. But only if you build capability first, deploy technology second, and design with empathy every step of the way. **For more on our approach to Conversational AI in higher education,** [**click here**](/conversational-ai-for-higher-education/)**.** **You can take our free Conversational AI Maturity Assessment** [**here**](https://scorecard.conversationdesigninstitute.com/education)**.** **Or read our insights into Conversational AI in Higher education** [**here**](/conversational-ai-for-higher-education/insights)**.** --- --- title: "Conversation Design Institute at Rasa CALM SUMMIT NYC" description: "On Wednesday October 30th, Hans van Dam (CEO of Conversation Design Institute) and Luke Kempen (Practice Lead at CDI Services US), delivered two sessions at Rasa’s CALM SUMMIT in NYC. " url: "https://www.conversationdesigninstitute.com/blog/cdi-at-rasa-calm-summit" lang: en --- [ All blog articles ](/blog) # Conversation Design Institute at Rasa CALM SUMMIT NYC On Wednesday October 30th, Hans van Dam (CEO of Conversation Design Institute) and Luke Kempen (Practice Lead at CDI Services US), delivered two sessions at Rasa’s CALM SUMMIT in NYC. [  ](/expert/hans-van-dam) [Hans van Dam](/expert/hans-van-dam) Blog Author Nov 8, 2024 3 min. read  ## Chapters [Masterclass scaling Conversational AI ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Reflecting on the event ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) ## Masterclass scaling Conversational AI Early on in the day, Hans delivered a keynote titled ‘from 1M to 1B Customers: Scaling with Conversational AI’, whilst in the afternoon, Hans and Luke delivered a masterclass titled Getting it Right at the Top and Tail. Their discussion explored the benefits of utilizing the CDI Standards Framework to inform strategic planning upfront, and ensuring ongoing review and optimization are built into internal processes to achieve outstanding chatbot results. The masterclass drew upon a number of CDI Services’ US Advisory experiences, reflecting on real world examples along with fielding engaging questions from audience members. After the session, we spoke briefly with Hans and Luke to get their reflections on a great event and some of the key takeouts from their masterclass. ## Reflecting on the event CDI: That was a big day filled with activity. What were some of the key points of inspiration that you took away from CALM sessions? LK: The discussions around the risks of Generative AI really stood out. There’s a growing focus on quantifying risks to minimize harm, recognizing that while risk can’t be fully eliminated, responsible approaches can make AI safer and more effective. HvD: Most of the people in the room represent organizations that operate in highly regulated industries. They all seem to have a responsible view on conversational AI. They don’t buy into the hype, and all seek to be in control when using AI to talk to people. CDI: How did you find your masterclass? What would you say are the key points that really resonated with the audience for those who couldn’t attend? LK: The audience seemed to appreciate our focus on avoiding the hype around new tech like ChatGPT and instead prioritizing real problem-solving. They were also very interested in the idea of starting slowly and thoughtfully in planning so they can accelerate during implementation. HvD: Most people were interested in how much planning there should be before doing anything with AI. Having a vision isn’t enough, the vision needs to include certain things about CX, cost, satisfaction, automation etc. This then needs to be translated into a strategy with sustainable business plans. People seemed really keen to understand some of the nuanced elements of building winning conversational AI capabilities. CDI: One of the key aspects of the masterclass was acquainting the audience with the CDI Standards Framework. For those who couldn’t attend, can you please share why this is a significant part of how CDI approaches the auditing and consulting work we undertake with leading organizations? LK: The CDI Standards Framework gives organizations a clear picture of their AI maturity, highlighting both strengths and areas for growth. By pinpointing where to invest resources, it helps teams build robust, scalable capabilities. This framework ensures that every aspect of an organization’s AI operations is designed to deliver sustainable, human-centered outcomes. HvD: CDI Standards Framework is a systemized approach to building human centered AI Assistants and the capability you need to manage and scale them. We have evaluated many organizations over the years and the things that high performing organizations are doing have been captured in this standards framework. It allows us to audit enterprises to help them create better roadmaps, and it informs our consultants on how to turn every operation into a high performing one. CDI: Finally, what else is in the calendar coming into the home stretch of 2024 that is exciting you both? LK: I’m really looking forward to our upcoming webinar, Solving Real Problems with RAG: A Live Demo and Discussion, on December 5th. This session builds on the extensive work we’ve done to develop RAG best practices. It’s a fantastic opportunity for anyone interested in seeing how RAG works in action and learning valuable tips and strategies we’ve picked up along the way. HvD: I’m really excited about a few courses that are coming out. Digital Humans, Prompt Designing, Design Patterns, and lots of other great stuff. On Thursday December 5th, at 10AM EST and 4pm CET, Luke Kempen will be part of a unique CDI Services webinar titled Solving Real Problems with RAG: A Live Demo and Discussion. --- --- title: "CDI Talks AI Agents at KPMG Hackweek 2025" url: "https://www.conversationdesigninstitute.com/blog/cdi-kpmg-hackweek" lang: en --- [ All blog articles ](/blog) # CDI Talks AI Agents at KPMG Hackweek 2025 Recently, our own Jurgen Gravestein joined industry leaders at KPMG's innovative Hackweek 2025 event, for what proved to be an engaging Expert Talk. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Apr 16, 2025 4 min. read  ## Chapters [CDI Perspective on AI Agents ](#28162992-9f05-462b-9ab9-0bb0226ea829) [Why generative AI projects fail ](#f9b6c062-8031-4282-8313-7e06989000c3) [‘The Zero Person Company’ ](#b82ef8e0-9ecc-4fa5-9bbd-65d088011dd9) [Looking ahead ](#8a7401e7-195c-4e86-b192-fbc1778b2ad4) ## CDI Perspective on AI Agents As a featured expert speaker, Jurgen shared Conversation Design Institute's perspective on the rapidly evolving landscape of AI Agents and the critical factors that determine success in [conversational](/topics/conversational-ai) and [generative AI](/topics/generative-ai-and-llm) initiatives. In his presentation ‘CDI's Perspective and Insights on AI Agents’, he cut through the noise surrounding [generative AI](/topics/generative-ai-and-llm) technologies and delivered practical insights drawn from CDI's extensive experience working with enterprises and government. "Generative AI is more than a gadget," Jurgen emphasized during his talk, as he walked attendees through examples demonstrating how different AI models excel at different tasks. ## Why generative AI projects fail Drawing on his experience working with teams worldwide at organizations like Lidl, PepsiCo, Vodafone, Rabobank, and Mercedes, Jurgen highlighted some of the common assumptions that are almost guaranteed to derail AI initiatives: - "It's just an IT project": Treating AI implementation as purely technical without cross-functional involvement, especially Conversation Designers. - "When we finish building it, it's done": Failing to plan for ongoing maintenance and improvement. - "Just do RAG" - Over-simplifying Retrieval-Augmented Generation as a universal solution and not addressing the questions around structuring your content. - "The LLM will fix that" - Placing unrealistic expectations on language models to solve fundamental design challenges. Unfortunately, CDI sees organizations fall for these assumptions (especially in the age of genAI) more often than not. ## ‘The Zero Person Company’ A second Expert Talk was delivered by [Sander Klous](https://www.linkedin.com/in/sanderklous/), Professor in AI & Audit at the University of Amsterdam and partner Data & Analytics at KPMG Advisory. Professor Klous presented his research project: ‘The Zero Person Company’. The project is an experimental venture exploring the possibilities of running a company managed exclusively by AI agents: from an AI CEO making strategic decisions to marketing agents developing campaigns and technical agents handling product development. Without a doubt, a fascinating look at how far AI agent technology might take us in the coming years. ## Looking ahead Before we wrap up, CDI would like to extend our sincere thanks to KPMG and especially [Chi Fung,](https://www.linkedin.com/in/chitingfung/) Senior Manager KPMG Advisory, for the invitation to participate in this forward-thinking event. Like KPMG, we believe that collaborative learning across organizations is essential in the fast-moving space of conversational and [generative AI](/topics/generative-ai-and-llm). We look forward to continuing our relations with KPMG, sharing insights and learning from each other as we collectively push the boundaries of what’s possible with AI agents in an Enterprise setting. If you’re interested in CDI Expert Talk or would like some more hands-on support around [conversational AI](/topics/conversational-ai) and [generative AI](/topics/generative-ai-and-llm) implementation, please reach out. [ Send us a message ](https://www.conversationdesigninstitute.com/contact) --- --- title: "New Course Release: Mastering Content Structure for LLMs" description: "This course deep dives into why structured content is essential for delivering effective, compliant, and scalable AI conversations. You'll learn to navigate the challenges posed by redundancy, outdated information, and underperforming AI systems." url: "https://www.conversationdesigninstitute.com/blog/content-structure-llm-course" lang: en --- [ All blog articles ](/blog) # New Course Release: Mastering Content Structure for LLMs This course deep dives into why structured content is essential for delivering effective, compliant, and scalable AI conversations. You'll learn to navigate the challenges posed by redundancy, outdated information, and underperforming AI systems. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Mar 28, 2025 4 min. read  ## Chapters [New Course Update ](#5adb522c-ef29-4874-8493-10e48013a885) [Course Synopsis & Overview ](#7536396e-7085-47b1-93bb-1c90bfe069c9) [Accompanying Webinar to Launch ](#8955d6e5-af6e-44cb-9aab-abdab4a27744) ## New Course Update We’re excited to announce that our first major course release of 2025 has now dropped on our new academy learning environment. **Mastering Content Structure: Building Effective LLM-Powered Conversations** was developed in partnership with Rahel Bailie, presently the Content Solutions Director of TWi (soon to be re-launched as Altuent). Rahel has co-authored _Content Strategy (2012)_ and contributed to _Content Operations from Start to Scale: Perspectives from Industry Experts_. Throughout her professional journey, Rahel has also collaborated with large organizations across both the private and public sector including _eBay_, _Babylon Health_, _City of Vancouver_, and the _UK Government_ to name just a few. This has resulted in one of our most exciting releases to date, with the course being ideal for students who: 1 - Want to improve AI model performance through better content structures 2 - Are involved in creating or managing content for AI-driven applications 3 - Need to understand how structured content impacts compliance and scalability To access the course, you’ll need to have a [Course Plan Subscription](https://www.conversationdesigninstitute.com/pricing) with Conversation Design Institute, which will also enable you to access: - All of CDI’s expanded course content (40+ topic based modules and 500+ videos) - All webinars and Expert Classes (attend in real time or catch them after they’ve been delivered as part of our broader learning materials ) - Additional 2025 course releases such as RAG updates to our Prompt Design Course (May), Digital Humans (July) and a Design Patterns update to our CxD1 Conversation Design course (October) You can read a detailed synopsis on the new course below, along with an **exciting announcement about a webinar** that will be delivered by Rahel on April 10th with registration information. To log into our academy and see the course directly, click [**here**](https://learn.conversationdesigninstitute.com/course/mastering-content-structure-building-effective-llm-powered-conversations). ## Course Synopsis & Overview As AI adoption accelerates, delivering accurate and scalable conversations relies heavily on how well your content is structured. This course provides a comprehensive understanding of why structured content is crucial for AI performance, compliance, and adaptability. Through practical examples and real-world applications, you'll learn to transform raw data into meaningful, AI-ready content. We begin by exploring how structured content enhances AI performance and mitigates risks associated with unstructured information, such as outdated data and inconsistent outputs. You'll also gain insights into how evolving regulations - including the EU AI Act and other compliance frameworks - make structured content essential for legal and ethical AI operations. The course then outlines actionable strategies for structuring content effectively. You'll learn how to apply editorial conventions, semantic structuring, and technical standards to improve content discoverability and adaptability. We also address the balance between human-led content design and technical implementation to ensure your AI applications are both user-friendly and technically robust. A significant portion of the course focuses on the practical implementation of structured content in AI systems. You'll explore key technologies like XML, HTML, and knowledge graphs, to understand how they enable intelligent content delivery. Collaborative strategies for engaging stakeholders, including technical writers and data scientists, are also covered to ensure seamless content structuring. Finally, you'll gain insights into how [Large Language Models (LLMs)](/topics/generative-ai-and-llm) interact with structured content. We'll discuss how knowledge graphs and Retrieval-Augmented Generation (RAG) models enhance contextual accuracy and how to mitigate risks like hallucinations by grounding models in reliable, well-structured data. By the end of this course, you'll be equipped with the skills to design AI conversations that are not only efficient and accurate but also adaptable to future content and regulatory changes. ## Accompanying April Webinar  To celebrate the launch of this course, we thought, what better way than to invite Rahel to deliver an open webinar in April! Discover how structured content fuels more effective, compliant, and scalable AI conversations, along with best practices for content structuring, the role of [LLMs](/topics/generative-ai-and-llm), and how to optimize content for intelligent AI applications. The session will also dive into the emerging trend of Information Architecture for AI (IA for AI) and how it shapes smarter, more effective AI solutions. [ LEARN MORE AND REGISTER ](https://us02web.zoom.us/webinar/register/WN%5FlfLzXclrReKUtRQv13UVgg#/registration) --- --- title: "CDI Launches Premium Rebrand & Next-Gen Learning Platform" url: "https://www.conversationdesigninstitute.com/blog/conversation-design-institute-rebrand-next-gen-learning" lang: en --- [ All blog articles ](/blog) # CDI Rebrand & Next-Gen Learning Platform Amsterdam & Austin based Conversation Design Institute (CDI), the global leader in Conversational AI education, has launched a bold new rebrand alongside reimagining its approach to education in the field. CDI’s new all-access course subscription unlocks every CDI course, expert class, and webinar—delivering more value than ever at a fraction of the cost. At the same time, CDI is launching a full-suite enterprise solution with assessment, team training, and consulting to enhance AI capabilities at scale. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Mar 3, 2025 4 min. read  ## Chapters [A Legacy of Excellence ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [A New Era of Learning ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Major 2025 Content Releases ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [Showcasing of Enterprise Services ](#79f62149-860d-4d72-9a54-2da19d467cab) [The Future of CDI ](#b57bf4b9-c108-48d6-8dc6-a0eeeb811fc2) [About CDI ](#e475ab68-8193-46c7-922f-ef2a63a16699) ## A Legacy of Excellence in Conversational AI Founded in 2018, Conversation Design Institute has been at the forefront of Conversational AI education advancing career with its industry backed certifications. To date, CDI has educated over 13,000 students worldwide through its Academy. The institute has partnered with 200+ enterprise clients across 30+ countries, providing technology-agnostic services that drive innovation and operational excellence. With offices in Amsterdam (NL) and Austin (USA), CDI has cultivated the largest global network of experts dedicated to shaping the future of conversational AI. ## A New Era of Learning  As Conversation Design Institute reaches its seventh year, it is embracing a transformative new learning model. The institute has launched a cutting-edge learning portal, offering an annual course subscription that provides students with unlimited access to all CDI courses, modules, expert classes, and webinars. This ensures learners have on-demand access to the most comprehensive Conversational AI curriculum available. ## Looking Ahead: Major 2025 Content Releases CDI’s most extensive lineup of educational content launches includes: - Retrieval-Augmented Generation (RAG) and Prompt Design - Conversation Design Workflows and Design Patterns - Digital Humans - Content Structuring for Large Language Models (LLMs) These additions reinforce CDI’s commitment to equipping professionals with the skills necessary to excel in the rapidly evolving Conversational AI landscape. ## Showcasing Conversation Design Institute’s Full Spectrum of Enterprise Services Beyond education, CDI has long been a trusted enterprise partner. The new website now fully showcases CDI’s full suite of enterprise services, including: - [Assessment](/conversational-ai-for-business/assessment) – Offering both Standard and Comprehensive audit options to assess and enhance conversational AI capabilities - [Team Training and Certification](/conversational-ai-for-business/team-training-and-certification) – Industry-leading programs designed to upskill teams and certify professionals in best practices. - [Consulting Services](/conversational-ai-for-business/consulting) – Helping enterprises strategize, implement, and scale their Conversational AI vision. ## The Future of Conversation Design Institute: More Innovation to Come With a fresh new identity and an expanded learning model, 2025 is set to be CDI’s most ambitious year yet. The institute has several major announcements lined up, promising even greater innovations in Conversational AI education and enterprise services. "This rebrand and new learning model are just the beginning," says **Hans Van Dam, Co-Founder at CDI**. "We’re committed to empowering professionals and enterprises with the skills and tools needed to shape the future of Conversational AI.” **For media inquiries, please contact**: [marketing@conversationdesigninstite.com](mailto:marketing@conversationdesigninstite.com) ## About Conversation Design Institute Conversation Design Institute (CDI) is at the forefront of developing the methods, skillsets, and standards that help enterprises deliver great conversational experiences at scale. With offices in both Austin (USA) and Amsterdam (NL), CDI assists organizations in developing high quality chatbots and voice applications at scale. --- --- title: "From Cost Saver to Revenue Driver" url: "https://www.conversationdesigninstitute.com/blog/conversational-ai-finally-becomes-a-sales-channel" lang: en --- [ All blog articles ](/blog) # From Cost Saver to Revenue Driver: Conversational AI Comes of Age Agentic AI is transforming chatbots from support tools into real sales engines. Connected to product databases and powered by stronger language understanding, AI can now guide complex buying journeys. The technology is ready, and the business case has shifted. [  ](/expert/hans-van-dam) [Hans van Dam](/expert/hans-van-dam) Blog Author Feb 17, 2026 5 min. read  ## Chapters [Conversational AI finally becomes a sales channel ](#771ed892-ca04-48fc-b0fe-8628aa3cc7a0) [From cost saver to money earner ](#7177b5e1-de12-4989-80cd-328cbc851924) [Finding the right product ](#5136409d-d111-4009-8577-4b952c99d808) [Proactive marketing and sales ](#9e5b48cf-4b84-44e2-983e-4495d40fd8e4) [The moment is now ](#48511c94-0ca4-413a-8f91-30967a3ade20) ## Conversational AI finally becomes a sales channel Conversational AI as sales channel Recently **Amazon** launched its **_‘shopping assistant’_** Rufus in India. A GenAI powered Agent that can browse Amazon’s (rather overwhelming) product catalogue and help customers find what they are looking for.  Along similar lines, both OpenAI and Google have touted their visions, or even launched Agentic AI products or features to help customers buy what they want, how they want.  ## Cost saver to money earner For years the business case for **Conversational AI** has focused on reducing costs. Mainly the cost of human customer service. But what about generating revenue? **CDI’s Jasper Klimbie points** out: _“While it’s true that there has always been the promise that a chatbot could be a marketing and sales channel, success stories were rare. Truth be told, the technology wasn’t really ready._ **_”_** Sales flows seem predictable, but human behaviour can quickly knock a journey off track. A company with a diverse array of products would often struggle in realising successful conversations about those various products. Training a language model to understand all the nuances of the ways customers describe what they are after is very, very difficult. But with the rise of Agentic AI, and especially with the ability to search databases and access pre-defined knowledge, this is changing rapidly. ## Finding the right product A _great example_ of this can be found on XXL nutrition’s website. This [CM ](https://www.cm.com)customer sells nutritional supplements. They are fully aware that customers are often bewildered by the many options - products that are similar yet different. Their Agentic [chatbot](/topics/chatbots) helps customers get what they need quickly: avoiding the dreaded **_‘_** **death by browsing** **_’_**. As [**CM’s**](https://www.cm.com) **Saskia Dekkers** explains**:** _“It’s not a RAG solution, the Agent uses a specific lookup tool to produce more detailed and accurate information.”_  At the point of writing, the customer still needs to complete the actual transaction through the website purchasing flow, but it’s on the roadmap to complete sales in the [chatbot](/topics/chatbots) \- and it is already technically feasible.  **Saskia expands:** _“Only a few years ago, without the power of Agentic AI solutions, building a chatbot like this would have been an effort of heroic proportions - if possible at all.”_ ## Proactive marketing and sales **Proactive marketing and sales** Akin to a website based sales assistant, we have talked about proactive Agentic possibilities for years. But if you are going to reach out to (potential) customers, you need the experience to be perfect: you only get one chance to make a good impression. As **Saskia** explains **CM’s vision:** **_“_**_Be where your customers are. The best channels for pro-active Agentic marketing and sales efforts are those that surface on mobile phones. WhatsApp, RCS and SMS. And, because Agentic AI is so good with language and can make a conversation feel natural and effortless for the customer - proactive use cases are showing more success than ever before._ **_”_** Here’s some use cases to consider, that [CM ](https://www.cm.com)has deployed with success for their customers: - **Sending offers and deals - classic marketing outreach with behaviour design to increase conversion.** - **Advertising and brand engagement - building brand awareness and creating loyal customers.** - **Customer updates - proactively reaching out to customers regarding order status or pending deadlines for example.** - **Assist the buying journey - being able to quickly resolve doubts and hesitancy during the buying journey.** Recover abandoned carts - _reminding customers with well designed nudges that they have products waiting for that final decision._  One startling statistic that [CM](https://www.cm.com) shared can be seen below. Who wouldn't want to benefit from this kind of conversion?  ## The moment is now! So, if your business has been considering growing revenue through Agentic AI, rest assured, the moment is now. A final word of advice on behalf of CDI: make sure that you thoroughly design the experience you hope to offer your customers - even if, or especially if you are letting an Agentic AI do the talking. --- --- title: "Conversational AI in 2026: What (We Think) Still Matters" description: "The webinar Conversational AI in 2026: What (We Think) Still Matters. In this session, CDI’s consultancy experts came together for an honest conversation about what is really working, what is not, and where teams should focus as they plan for the year ahead." url: "https://www.conversationdesigninstitute.com/blog/conversational-ai-in-2026-webinar" lang: en --- [ All blog articles ](/blog) # Conversational AI in 2026: What (We Think) Still Matters The webinar Conversational AI in 2026: What (We Think) Still Matters. In this session, CDI’s consultancy experts came together for an honest conversation about what is really working, what is not, and where teams should focus as they plan for the year ahead. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Jan 28, 2026 4 min. read  ## Chapters [Conversational AI in 2026: What (We Think) Still Matters ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Why This Webinar Matters Now ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [What the Webinar Covered ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) [What Still Matters as We Look to 2026 ](#86888adb-6b64-4fbc-9d89-91ee9cc6ec56) [Meet the Presenters ](#06a3deaa-3098-422d-b8ff-cdb6398dd12b) [Ready to go deeper into conversational AI and conversation design? ](#65ce25c7-41c6-4291-a0cd-d8c295876b39) [Continue the Conversation with CDI ](#8da40ed0-fab5-4031-b250-27769f45239d) ## Conversational AI in 2026: What (We Think) Still Matters 2025 was a year of rapid and sometimes overwhelming change in [conversational AI](/topics/conversational-ai). New platforms emerged. Tooling promised faster builds. [Generative AI](/topics/generative-ai-and-llm) and large language models reshaped expectations. And suddenly, agents were declared the future of everything. But for teams actually responsible for building and maintaining conversational assistants, the reality looked different. We are still building assistants. Customers still expect good conversational experiences. And AI still needs human judgment to work well in the real world. That is why we hosted the webinar [Conversational AI](/topics/conversational-ai) in 2026: What (We Think) Still Matters. In this session, CDI’s consultancy experts came together for an honest conversation about what is really working, what is not, and where teams should focus as they plan for the year ahead. ## Why This Webinar Matters Now Conversational AI is no longer experimental. For many organizations, it is a core part of customer experience, operations, and digital strategy. At the same time, the pace of change has made it harder to separate meaningful progress from hype. Despite advances in [generative AI and LLMs](/topics/generative-ai-and-llm), many teams continue to face familiar challenges. Assistants struggle in real usage. Systems are hard to maintain and improve. Ownership across design, engineering, and strategy remains unclear. And expected business value does not always materialize. This webinar was created to focus on the ground reality of [conversational AI](/topics/conversational-ai) today and to help teams make better decisions as they move into 2026. ## What the Webinar Covered In this one hour session, CDI’s consultancy team explored the practical realities of building and running conversational AI systems at scale. The conversation covered how teams can build and hire for strong conversational AI capabilities and why cross functional collaboration remains essential. The panel discussed how to design assistants that can survive real world usage rather than just perform well in demos. They also explored how to optimize systems after launch by learning from live conversations and continuously improving performance. The webinar addressed the growing interest in multi agent and agent based systems, focusing on when this approach makes sense and when it introduces unnecessary complexity. It also examined how conversational AI can be better aligned with business goals so that it delivers measurable value rather than just engagement metrics. Finally, the panel shared perspectives on rethinking voice and IVR in the age of [generative AI](/topics/generative-ai-and-llm) and what teams should reconsider as user expectations continue to evolve. [ WATCH ON DEMAND ](https://learn.conversationdesigninstitute.com/course/conversational-ai-in-2026-what-we-think-still-matters) ## What Still Matters as We Look to 2026 One of the strongest themes throughout the session was that the fundamentals of conversational AI have not changed. Strong [conversation design](/topics/conversation-design), clear strategy, realistic expectations, and ongoing human involvement remain critical. New tools and models can support this work, but they do not replace the need for thoughtful design, responsible decision making, and a deep understanding of users. Teams that continue to invest in these foundations will be far better positioned to succeed than those chasing every new trend. ## Meet the Presenters This webinar features a panel from CDI’s consultancy team, bringing together diverse perspectives from professionals who work closely with organizations designing, building, and improving conversational AI systems. Cindy Cardol, Rachel Whitehorn, Willem Don, Jasper Klimbie, and Gokce Kuscu share hands on experience across [conversation design](/topics/conversation-design), [strategy](/topics/strategy), and implementation. Together, they offer practical insights grounded in real world projects and the day to day challenges of [conversational AI](/topics/conversational-ai) work. ## Ready to go deeper into conversational AI and conversation design? Create your free CDI account to access webinars, learning resources, and expert insights for people building conversational AI in the real world. [ Sign up for free ](https://learn.conversationdesigninstitute.com/course/conversational-ai-in-2026-what-we-think-still-matters) ## Continue the Conversation with CDI At the Conversation Design Institute, we support teams and individuals in designing conversational AI that works in the real world. Through training, consulting, and research, we help professionals navigate the fast changing conversational AI landscape with clarity and confidence. Explore more webinars and insights on our blog and stay connected as we continue the conversation into 2026. --- --- title: "Conversational AI Maturity Webinar" description: "Looking to take your organization's conversational AI program to the next level? Our upcoming webinar offers the strategic guidance you need. " url: "https://www.conversationdesigninstitute.com/blog/conversational-ai-maturity-webinar" lang: en --- [ All blog articles ](/blog) # May Webinar: Conversational AI Maturity Looking to take your organization's conversational AI program to the next level? Our upcoming webinar offers the strategic guidance you need. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Apr 11, 2025 3 min. read  ## Chapters [From Masterclass to Webinar ](#771ed892-ca04-48fc-b0fe-8628aa3cc7a0) [Your next step in CAI maturity ](#7177b5e1-de12-4989-80cd-328cbc851924) [Why attend this webinar? ](#93527fca-640c-4d78-9a4d-b60965c7559a) [Our CDI experts ](#20e56eb7-77a2-476e-8886-0317fa5682fb) ## From Masterclass to Webinar If you couldn't make it to the European Chatbot Summit 2025 this March, you're in luck! Due to overwhelming positive feedback, we’re bringing our strategic masterclass directly to you as a free webinar on **Thursday the 8th of May at 4pm CET.**  Consultants [Jasper Klimbie](https://www.linkedin.com/in/jasper-klimbie/) and [Jurgen Gravestein](https://www.linkedin.com/in/jurgen-gravestein/) recently led a packed interactive strategy session at the European Chatbot Summit in Edinburgh, helping organizations assess and advance their conversational AI initiatives. Now, you can access these same insights without having to travel to Scotland! [ RESERVE YOUR SPOT ](https://us02web.zoom.us/webinar/register/WN%5Fp2COxVYKSryHK%5F7uiEAmNw) ## Your next step in Conversational AI maturity In a 1-hour session, our consultants will help you identify exactly where your organization stands in its conversational AI journey to maturity – and help you define your next step. What you'll learn: A practical understanding of the CDI Standards Framework: a technology-agnostic approach designed for building and scaling successful AI assistants - Insight into best practices from Fortune 500 companies achieving higher automation rates, better customer satisfaction, and lower costs-to-serve - A rapid-fire assessment to highlight your current maturity level across 4 critical dimensions: skillset, mindset, culture, and systems - Actionable next steps tailored to your organization's current maturity level ## Why attend this webinar? Over years of working with enterprise teams, we’ve observed that organizations following a structured framework consistently outperform those taking an ad-hoc approach to conversational AI. The CDI Standards Framework distills these learnings into a practical methodology that helps teams align their efforts, prioritize effectively, and build solutions that genuinely deliver business value. This webinar is particularly interesting to teams that already have something going – and are looking to define their next step. It is perfect for: - Team leaders looking to launch or scale conversational AI initiatives - Practitioners seeking to learn about activities that improve their current way of working - Anyone responsible for customer experience or automation strategy ## Our CDI experts This session will be led by Jasper Klimbie and Jurgen Gravestein. Jasper - with his background in screenwriting and conversation design at Google - brings a human-centric approach to AI assistant development. Beyond his consulting work helping clients design, build, and optimize AI assistants, he’s an educator in CDI's Academy and a frequent speaker at industry events. Jurgen combines his background in Philosophy and Creative Writing with deep practical experience. Together with his colleagues, he has trained over 100+ conversational teams worldwide, working with major organizations like Lidl, PepsiCo, Vodafone, Rabobank, and Mercedes throughout their chatbot lifecycle – from vision to design to implementation support. We look forward to seeing you join us on **Thursday the 8th of May at 4pm CET**. [ RESERVE YOUR SPOT ](https://us02web.zoom.us/webinar/register/WN%5Fp2COxVYKSryHK%5F7uiEAmNw) --- --- title: "Moving beyond the chatbot in higher education" description: "Conversational AI in higher education must evolve beyond the simplistic deployment of chatbots toward building a deeper, more strategic infrastructure" url: "https://www.conversationdesigninstitute.com/blog/conversational-infrastructure-chatbot-higher-education" lang: en --- [ All blog articles ](/blog) # The Conversational Infrastructure: moving beyond the chatbot in higher education Peter Thomas is Senior Adviser for Higher Education Strategy at CDI, where our focus is on building institutional capability for conversational AI to create digital experiences that reflect the quality and values of the educational environment they represent. [  ](/expert/peter-thomas) [Peter Thomas](/expert/peter-thomas) Blog Author Jun 23, 2025 5 min. read  ## Chapters [How useful is Conversational AI in Higher Ed? ](#fc169e03-9ec1-4c34-a136-89446dd9bbd8) [The eternal return ](#91df0e08-cad1-4423-a91f-c2071c0915c1) [The flattening of complexity ](#cc1906b2-f5c8-4e05-8074-63b91cf3309e) [The What, Where and When of Conversational AI ](#d26c03a1-c210-4be6-a03e-d11f15fab54c) [The belonging problem ](#672d132e-281e-4480-85ac-0f36e01587c8) [Making place ](#4ea5fe04-5f6f-49c9-a251-46b2f1e0cb3b) [The capability question ](#806462cd-7be9-4651-a9d1-e0ed123d9805) [The hard facts and our emotions ](#b5339f0f-944e-48c5-8d73-95774724705d) ## How useful is Conversational AI in Higher Ed? It seems like no topic is more on the minds of university CIOs, CXOs, and digital transformation committees than Conversational AI. The [chatbot](/topics/chatbots) has entered the building: ubiquitous, well-intentioned—and mostly underwhelming. Most higher education institutions now have some form of conversational interface. Usually positioned as a helpdesk, sometimes as student support, but always advertised as "available 24/7." The technology is deployed, the vendor contracts signed, the newsletter updates are posted. But something fundamental is missing: the capability to make these systems genuinely useful. ## The eternal return There’s a lot of talk about the future, but maybe it might be more useful to look at the evolution of Conversational AI and what’s happening right now in this gap between deployment and effectiveness. There's something Nietzschean about the cycle of educational technology adoption. New technology emerges, promises transformation, gets deployed with fanfare, underperforms, then gets quietly relegated to maintenance mode while the next technological salvation appears on the horizon. [Chatbots](/topics/chatbots), it seems, are experiencing their own version of this eternal return. But unlike previous waves of ed-tech enthusiasm, Conversational AI isn't going away any time soon. It's becoming infrastructure—the layer through which students, staff, and stakeholders encounter the institution. Which raises a new question: if these systems are becoming part of the institutional fabric, shouldn't we be treating them like it? ## The flattening of complexity To talk about chatbots is to flatten out complexity. There will be multiple futures for how Conversational AI is used—from institution to institution, department to department, and even use case to use case. Conversational AI will develop in fundamentally different ways and at different speeds in different contexts. Consider the difference between a prospective student's panicked 2 AM question about a last-minute assessment extension and a staff member's inquiry about the finance procedure for expensing that meal on a conference trip. Both can involve "Conversational AI," but they represent entirely different challenges of design, content strategy, and institutional capability. The first requires sensitivity. The second demands integration with backend systems and an understanding of the rules. Treating both as "chatbot problems" misses the point entirely. ## The What, Where and When of Conversational AI Perhaps we need to ask different questions about Conversational AI in higher education—questions that mirror the complexity of the work that goes inside a university. **The What Conversation:** What kinds of interactions are we actually trying to enable? If we are preparing students to graduate into workplaces where the ability to learn, unlearn, and relearn is more valuable than any specific knowledge set, shouldn't our conversational systems be preparing them for intellectual agility rather than just institutional compliance? **The Where Conversation:** Where do these interactions fit within the broader ecosystem of institutional touchpoints? Conversational AI doesn't exist in isolation—it sits alongside learning management systems, student information systems and human support staff. The question isn't whether it works, but how it fits. **The When Conversation:** When do these systems add value versus when do they create friction? Well all know that the most meaningful connections happen in person, so knowing when not to automate may be as important as knowing when to deploy. ## The belonging problem Research into the nature of work reveals that people don’t leave their jobs because of what they get paid, what their office looks like or even their job title. They leave because they don’t feel a sense of belonging. The implication for Conversational AI in higher education is that students don't just want answers—they want to feel _understood, supported, and connected_. Staff don't just want efficient processes—they want systems that _augment_ their _capability_. The most successful Conversational AI implementations we see aren't just answering questions more efficiently. They're creating moments of belonging. A system that remembers a student's previous inquiry and follows up appropriately. An interface that understands the difference between urgent and routine requests. Conversations that feel contextually aware rather than algorithmically predetermined. Perhaps one of the essential questions for conversational AI isn't about natural language processing or intent recognition, but about how these systems _help people love their experience with the institution_. ## Making place When we think about the physical spaces we occupy, the most satisfying ones are those that make people feel comfortable, happy, and healthy. They provide the opportunity for people to learn, innovate, and grow together. And in terms of [Conversational AI](/topics/conversation-design)? Instead of thinking about [chatbots](/topics/chatbots) as customer service automation, we might consider them as experiential spaces where learning, discovery, and problem-solving happen. This shifts the design challenge _from efficiency metrics to experience quality_. It means creating conversational environments that feel welcoming rather than transactional, that encourage exploration rather than just provide predetermined paths, that connect people to resources and each other rather than simply deflecting inquiries. ## The capability question Rather than asking "Do we have a chatbot?" the more strategic question becomes _are we building conversational infrastructure or just automating existing inefficiencies?_ These capabilities—design thinking for conversation, content strategy, cross-functional collaboration, continuous improvement processes—are what distinguish institutions that get value from Conversational AI from those that just have chatbots. Technology is rarely the limiting factor. The constraint is organizational capability: the ability to think systematically about conversational design, to integrate these systems with broader student and staff experience strategies, to iterate based on actual usage patterns rather than vendor promises. ## The hard facts and our emotions All of this is set in the context of, to use Noreen Malone’s [phrase](https://www.nytimes.com/2022/02/15/magazine/anti-ambition-age.html), how "the hard facts of the economy interact with our emotions." The hard economic facts of higher education—increasing competition, changing demographics, evolving student expectations, intense financial pressures—interact with our emotional investment in education. Conversational AI sits at this intersection. It's both a practical response to operational pressures and an expression of institutional values about accessibility, support, and student success. Getting it right requires attending to both the technical and the emotional dimensions of the challenge. The question isn't whether Conversational AI will reshape higher education—it already is. The question is whether institutions will develop the capabilities needed to shape that transformation intentionally, or whether they'll find themselves shaped by it instead. Perhaps we need to think the unthinkable. In the context of Conversational AI, that might mean imagining educational institutions where every interaction—from first inquiry to graduation and beyond—feels personal, contextual, and genuinely helpful. _That's not a technology problem. That's a design challenge._ [ LEARN MORE ABOUT OUR HIGHER EDUCATION SERVICES ](https://www.conversationdesigninstitute.com/use-cases/higher-education) _CDI also offers a free, Conversational AI Maturity Assessment specifically tailored for the Higher Education Sector. This tool is a great way to get an overarching read on how developed your institution's CAI capability is._ [ TAKE THE MATURITY ASSESSMENT FOR HIGHER EDUCATION ](https://scorecard.conversationdesigninstitute.com/education?%5Fgl=1%2A1j0ns95%2A%5Fgcl%5Fau%2AMTIxMzE5MDYzMS4xNzQ1NjMzNzc3%2A%5Fga%2AMTE3NzAxMTQyMi4xNzQ1NjMzNjIy%2A%5Fga%5FQ5KL0B2MD7%2AczE3NTAzNDU1NzAkbzE1JGcxJHQxNzUwMzQ1NTcyJGo1OCRsMCRoMTY1NjUzNzEwNQ..) --- --- title: "New Course Release: Design Patterns in Conversational AI" description: "This blog introduces the newly launched Design Patterns course from the Conversation Design Institute. It explores why structured interaction patterns matter more in the age of generative AI and what professionals will gain from mastering reusable conversational design principles." url: "https://www.conversationdesigninstitute.com/blog/course-release-design-patterns-in-conversational-ai" lang: en --- [ All blog articles ](/blog) # New Course Release: Design Patterns in Conversational AI This blog introduces the newly launched Design Patterns course from the Conversation Design Institute. It explores why structured interaction patterns matter more in the age of generative AI and what professionals will gain from mastering reusable conversational design principles. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Mar 4, 2026 10 min. read  ## Chapters [Course Introduction ](#362b6a65-7905-4017-9ca1-4d9aabebdef2) [Designing People Centric Conversations ](#7177b5e1-de12-4989-80cd-328cbc851924) [Acknowledgements and Confirmations ](#527900b0-3a68-4d46-9ce5-a14cb0118866) [People Centric Language Patterns ](#93527fca-640c-4d78-9a4d-b60965c7559a) [Confirmation and Understanding Patterns ](#20e56eb7-77a2-476e-8886-0317fa5682fb) [Clarity and Cognitive Load Patterns ](#fbb8690f-37ff-4513-920b-1f59ad0ecb93) [Error Handling and Recovery Patterns ](#d606bce3-508b-486f-811c-91e090bf477d) [Engagement and Behavioral Guidance Patterns ](#dd2e2adb-0460-42e3-a736-50e9b5437bfa) [From Patterns to Scalable Practice ](#49744fe5-2b3d-4ec4-853a-a10800c584a6) [Who This Course Is For ](#e2f18f30-0acc-4613-a2e9-d119a4443321) [Build Conversational Systems That Hold Up ](#d2a783a6-a4e0-4ae3-959d-b4f667accc5a) [Enroll in the Design Patterns Course ](#26eb9204-303d-4c48-918f-7a6fe6034b24) ## Design Patterns for Conversational AI A structured framework for building reliable conversational systems in the LLM era Conversational AI is evolving rapidly. Large language models have introduced unprecedented flexibility. Agents can generate responses dynamically. Systems can handle broader contexts than ever before. Yet as flexibility increases, the need for structure becomes more urgent. The **Design Patterns course** from the **Conversation Design Institute** introduces a practical framework of reusable conversational patterns that support clarity, consistency, and scalability across production systems. This course is designed for practitioners who want to move beyond isolated design decisions and toward structured interaction design that holds up over time. ## Why Design Patterns Matter Now In early conversational systems, designers carefully scripted flows and controlled every turn. With generative systems, that level of control has shifted. Designers now shape prompts, constraints, and behavioral boundaries rather than every sentence. But generative capability does not eliminate interaction challenges. It often amplifies them. Ambiguity remains. Users still need confirmation. Breakdowns still occur. Cognitive overload still reduces trust. Conversations still require structure to feel coherent. Design patterns provide repeatable solutions to these recurring challenges. They give teams a shared vocabulary. They reduce friction across disciplines. They create predictability without sacrificing flexibility. In short, they bring maturity to conversational design. ## The Structure of the Course This course organizes conversational design patterns into key thematic areas that reflect real production needs. Each section connects principle to practice and emphasizes application across chat, voice, and LLM driven systems. ## People Centric Language Patterns Language shapes perception. It influences trust, inclusion, and confidence. This section focuses on: - Human centered language - Inclusive language - Empathetic language - Goal driven language Participants explore how word choice, tone, and framing influence how users interpret system capability and intent. The goal is to align language with user needs rather than system constraints. ## Confirmation and Understanding Patterns Conversational systems must make their understanding visible. This section covers: - **_Acknowledgements_** - **_Explicit confirmations_** - **_Implicit confirmations_** Participants learn when confirmation is necessary, how to phrase it clearly, and how to balance conversational efficiency with accuracy. The emphasis is on making users feel understood without introducing unnecessary friction. ## Clarity and Cognitive Load Patterns In conversational interfaces, users cannot scan. Every word carries weight. This section explores: - **_Cognitive load_** - **_Brevity_** - **_The Jenga technique_** - **_Simple language_** - **_Active language_** Designers examine how to reduce unnecessary complexity while maintaining precision. The focus is on structuring responses that support comprehension, especially in high stakes or information dense contexts. ## Error Handling and Recovery Patterns Breakdowns are inevitable. Strong systems recover gracefully. This section addresses: - **_No match scenarios_** - **_Repair prompts_** - **_Confirmation and disambiguation_** - **_No input situations_** - **_Mismatch handling_** - **_Task failure responses_** - **_Avoiding dead ends_** Participants learn to frame recovery not as an edge case but as a core design responsibility. The course emphasizes maintaining user confidence even when the system encounters uncertainty. ## Engagement and Behavioral Guidance Patterns Effective conversational systems guide without overwhelming. This section explores: - **_Variation_** - **_Tapering guidance_** - **_Barge in management_** - **_Turn taking_** - **_Discourse markers_** - **_Presenting structured lists_** Participants examine how interaction signals create rhythm and predictability. The goal is to maintain engagement while preserving clarity and coordination. ## From Patterns to Scalable Practice **Design patterns** are not templates to copy. They are principles to apply. By understanding why patterns work, designers can adapt them responsibly across industries, languages, and technologies. This flexibility becomes increasingly important as systems integrate generative capabilities. As conversational AI becomes more autonomous, disciplined interaction design becomes more critical. _Patterns provide the foundation for that discipline._ ## Who This Course Is For The **Design Patterns** course is built for: - _Conversation designers working in production environments_ - _UX professionals transitioning into conversational AI_ - _Product managers responsible for conversational features_ - _Teams building LLM driven assistants_ - _Organizations scaling conversational platforms_ It is particularly relevant for teams seeking to improve clarity, reduce inconsistency, and establish shared design standards. ## Build Conversational Systems Conversational AI is no longer experimental. It is embedded in customer experience, support, commerce, and internal tools. Systems must be understandable, reliable, and maintainable over time. This course equips practitioners with the structured patterns necessary to build conversational systems that are not only fluent, but well designed. ## Enroll Today The course is now available on the CDI Academy. Build conversational systems that combine flexibility with structure. Explore the curriculum and enroll [**_here_**](https://learn.conversationdesigninstitute.com/course/design-patterns) --- --- title: "Designing Hybrid Conversational AI That Actually Works" description: "Conversation Design Institute presents Unprompted with Rebecca Evanhoe. Hosted by Hans van Dam, CEO, Conversation Design Institute. Here Rebecca covers what it takes to build conversational AI that performs reliably in real world environments." url: "https://www.conversationdesigninstitute.com/blog/designing-hybrid-conversational-ai-that-actually-works" lang: en --- [ All blog articles ](/blog) # Designing Hybrid Conversational AI That Actually Works Conversation Design Institute presents Unprompted with Rebecca Evanhoe. Hosted by Hans van Dam, CEO, Conversation Design Institute. Here Rebecca covers what it takes to build conversational AI that performs reliably in real world environments. [  ](/expert/rebecca-evanhoe) [Rebecca Evanhoe](/expert/rebecca-evanhoe) Blog Author Feb 6, 2026 6 min. read  ## Chapters [Moving Beyond Hype in Conversational AI Design ](#67812710-ed05-4dc3-aee9-e951be924216) [Meet the Presenters ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Why Hybrid Conversational Systems Matter ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Evaluation as a Core Design Practice ](#4dd6723f-20e9-4d3e-9168-d0f38bf3db98) [Designing Voice AI That Respects Human Norms ](#0d51a192-9d73-4456-9a62-646068ab5151) [The Evolving Role of the Conversation Designer ](#dcb7ed77-c0c2-4205-86c2-05334f66524a) [Watch the Full Episode ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) ## Moving Beyond Hype in Conversational AI Design As conversational AI systems become more capable, production environments expose the limits of technology when it is used without a design framework that holds quality as the guiding principle. In this episode of Unprompted, Conversation Design Institute CEO Hans van Dam speaks with Rebecca Evanhoe about what it takes to build conversational AI that performs reliably in real world environments. Drawing on her work building voice AI for thousands of restaurants at Slang.ai and her deep experience as an author and educator, Rebecca offers a grounded perspective on hybrid conversational systems, evaluation, and the enduring importance of [conversation design](/topics/conversation-design) principles in an era of large language models. (The CDI Foundation) _“The question is not whether the model can generate language. The question is whether the system behaves in a way people can rely on.”_ — Rebecca Evanhoe This conversation moves beyond hype and explores the practical, measurable work required to deliver systems that businesses and users can depend on. ## Meet the Presenters ###  ### **Rebecca Evanhoe | Author, Educator, Product Leader at Slang.ai** Rebecca Evanhoe has helped define the practice of [conversation design](/topics/conversation-design) from multiple angles as a practitioner, educator, author, and product leader. She co authored _Conversations with Things: UX Design for Chat and Voice_, a foundational text in the field. Rebecca teaches conversation design at Pratt Institute and leads conversation design strategy at Slang.ai, where she builds hybrid conversational systems used by thousands of restaurants across the United States. [The CDI Foundation](https://www.conversationdesigninstitute.org/leaders-list/?utm%5Fsource=chatgpt.com) Her work bridges humanistic insight with practical product development, emphasizing evaluation, reliability, and the evolving role of designers as AI tooling changes. _“Good conversation design is not about clever responses. It is about reducing failure in real situations.”_ — **Rebecca Evanhoe** ###  ### **Hans van Dam | CEO, Conversation Design Institute** Hans van Dam is the CEO of the Conversation Design Institute and a long standing contributor to the field of conversational AI. He focuses on helping organizations and practitioners design and evaluate conversational systems that work in real world conditions. As host of _Unprompted_, Hans brings an integrated perspective that connects foundational design principles with the challenges of deploying conversational AI at scale. ## Why Hybrid Conversational Systems Matter A major theme of the episode is the value of hybrid conversational systems that blend deterministic logic with carefully scoped language model tasks rather than relying entirely on generative output. Rebecca explains why these hybrid systems tend to outperform fully generative approaches, especially in voice based environments where factors such as speech recognition, timing, turn taking, and accurate understanding of user intent are critical to user trust and success. In high stakes contexts such as customer interactions in restaurants, hybrid architectures allow teams to control critical flows while leveraging language model flexibility where it truly adds value. “_We use language models as components, not as the entire conversation._” — **Rebecca Evanhoe** She emphasizes that performance is shaped not only by the model, but by the entire conversation stack, including accuracy of speech understanding, response timing, and system infrastructure. ## Evaluation as a Core Design Practice Evaluation emerges as one of the most important skills for [conversation designers](/courses/conversation-designer/) working with AI systems rather than prototypes. Rebecca walks through how her team designs experiments to test conversational AI behaviors before deploying them. These tests cover practical scenarios such as entity extraction, business hours questions, multilingual translation, and edge cases that often expose weaknesses in conversational logic. She advocates for defining clear success criteria, building realistic test sets, and combining automated evaluation with human review to gain confidence in system behavior and reduce unintended responses. “If you do not define what success looks like, the system will decide for you.” — Rebecca Evanhoe This approach moves conversations from experimental to dependable, helping teams catch issues before they reach users. ## Designing Voice AI That Respects Human Norms Voice based conversational AI introduces unique challenges that differ from text based systems. Rebecca and Hans explore how conversational timing, turn taking, and interruption handling shape user experience. If even small delays or misaligned responses occur, user trust can erode quickly, especially in environments where users expect clear and efficient interactions. They also touch on multilingual systems and the importance of transparency around AI behavior. These elements are not peripheral, but core to how conversational systems are perceived and judged by users. ## The Evolving Role of the Conversation Designer As AI tooling evolves, the role of the [conversation designer](/courses/conversation-designer/) is not disappearing. Rather, the work is growing in scope. Rebecca challenges the notion that [conversation design](/topics/conversation-design) is becoming obsolete. Instead, she argues that designers who can diagnose failures across the stack—from user experience flaws to model limitations and infrastructure issues—are becoming increasingly valuable. “_The craft has not disappeared. The surface area has grown._” — **Rebecca Evanhoe** Strong [conversation designers](/courses/conversation-designer/) today combine timeless skills such as context awareness and respect for human conversational norms with a working understanding of how AI behaves under real conditions. ## Watch the Full Episode This post highlights key themes from the conversation, but the full episode explores these ideas in greater depth, providing practical stories, examples of evaluation design, and deep discussion of hybrid conversational architectures. Whether you are building production grade conversational systems or learning how AI is reshaping the role of [conversation designers](/courses/conversation-designer/), this episode provides a clear, experience driven look at what it takes to design [conversational AI](/topics/conversational-ai) that actually works. Watch or listen to the complete episode of _Unprompted_ with Rebecca Evanhoe, embedded below. [ WATCH UNPROMPTED. ](https://learn.conversationdesigninstitute.com/course/designing-hybrid-conversational-ai) --- --- title: "New Course Release: Designing Digital Humans" description: "Digital humans are revolutionizing how we interact with technology—bringing lifelike, emotionally responsive interfaces to sectors from healthcare to customer service. Our upcoming course, Designing Digital Humans: Design Principles for the AI Era, will teach you how to create these next-generation interfaces with rigour, responsibility, and real-world impact." url: "https://www.conversationdesigninstitute.com/blog/digital-humans-course" lang: en --- [ All blog articles ](/blog) # New Course Release: Designing Digital Humans Digital humans are revolutionizing how we interact with technology— our new course gets you up to speed [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author May 5, 2025 4 min. read  ## Chapters [New Course Update ](#362b6a65-7905-4017-9ca1-4d9aabebdef2) [Course Synopsis and Overview ](#7177b5e1-de12-4989-80cd-328cbc851924) [What students will learn ](#93527fca-640c-4d78-9a4d-b60965c7559a) [Course Presenter Details ](#20e56eb7-77a2-476e-8886-0317fa5682fb) [Open June Webinar ](#fbb8690f-37ff-4513-920b-1f59ad0ecb93) ## New Course Update We’re thrilled to announce that the four-part rollout of our latest course **Designing Digital Humans** will commence on **Wednesday, 14 May 2025**. Digital humans are revolutionizing how we interact with technology—bringing lifelike, emotionally responsive interfaces to sectors from healthcare to customer service. This course will teach you how to create these next-generation interfaces with rigour, responsibility, and real-world impact. The course has been co-created through a collaboration between CDI with Hogeschool Rotterdam and Virtually Human, and will see modules released on: - Wednesday 14th May: _Design Principle 1 - Visual Realism_ - Wednesday 21st May: _Design Principle 2 - Modality Mix_ - Wednesday 28th May: _Design Principle 3 - Mind Matters (Experience, Emotion, Personality and Perception)_ - Wednesday 4th June: _Design Principle 4 - Ethical Design_ Upon releasing the final module and course in its entirety on June 4th, we will also have a quiz and certificate available for those that complete the entire course. Finally will also be hosting an open course launch webinar with the course presenters on **Thursday 5th of June** titled **Digital Humans: Today and Tomorrow** which is open to all with limited spots. [ START LEARNING ](https://learn.conversationdesigninstitute.com/course/designing-digital-humans) ## Course Synopsis and Overview This course provides students with a deep dive into designing digital humans that feel real, act responsibly, and serve a meaningful purpose. Students will learn from top researchers and practitioners blending communication science, UX, and AI to help master the human side of artificial intelligence. ## What students will learn - What digital humans are and why they matter now - How to design for visual realism, emotional resonance, and interactive richness - Best practices for multimodal communication and personality design - How to apply ethical design principles to build trust and inclusivity ## Course Presenter Details [**Guido Jongen,**](https://www.linkedin.com/in/guidojongen) **Founder, Virtually Human** Guido Jongen is a seasoned professional with a robust background in applied artificial intelligence and customer service. Through his company, Virtually Human, he leverages extensive expertise in chatbot and speech recognition technologies to focus on the next evolution in human-computer interaction: Digital Humans. Guido is dedicated to advancing the adoption of lifelike Digital Human technologies across sectors such as healthcare, hospitality, and customer service. He collaborates closely with various universities to bridge the gap between research and market applications. Additionally, Guido serves on the AI Committee of the Dutch Direct Marketing Association and is a board member of Another Kind of Blue, an innovative dance company integrating immersive technology into their performances. [**Dr. Lotte Willemsen,**](https://www.linkedin.com/in/lottewillemsen) **Professor of Strategic Communication, Rotterdam University of Applied Sciences** Dr. Lotte Willemsen is a distinguished communication scientist specializing in the intersection of technology and human interaction. As a professor at Rotterdam University of Applied Sciences, she leads research on how society and organizations can maintain human-centric communication in an increasingly digital world. Her work emphasizes the importance of empathy and ethical considerations in digital communication strategies. Dr. Willemsen has contributed extensively to academic literature and has been instrumental in fostering collaborations between academia and industry to promote meaningful digital interactions. [**Marije Brom,**](https://www.linkedin.com/in/marijebrom) **AI Researcher and Innovation Lead, Rotterdam University of Applied Sciences** Marije Brom is a senior researcher and program manager at Creating 010, part of Rotterdam University of Applied Sciences. Her work focuses on making artificial intelligence accessible and applicable within the communication field. Marije has a background in digital consultancy and strategy, having worked with agencies like Jungle Minds and DPDK. She is passionate about exploring the role of virtual humans and influencers in enhancing human-computer interactions and has been recognized for her efforts in bridging the gap between technology and communication practices. [**Iris Withuis,**](https://www.linkedin.com/in/iris-withuis-a1105910/) **Researcher in Media, Communication & Technology, Rotterdam University of Applied Sciences** Iris Withuis is a lecturer and researcher at Rotterdam University of Applied Sciences, specializing in media, communication, and technology. Iris' research interests include virtual influencers and the societal impact of AI-generated media. Iris is committed to examining how emerging technologies can be integrated responsibly into communication strategies and has contributed to various interdisciplinary projects aimed at understanding the ethical implications of digital media innovations. ## Open June Webinar  You can join CDI along with the Digital Humans presenters and co-creators of the latest course to get a feel for what this course is all about and more on June 5th at 4pm CET time. **Digital Humans: Today and Tomorrow** will see the Marije, Guido, Lotte and Iris covering: - What digital humans are, and why they’re rising now - Their role within conversational AI systems - Navigating the uncanny valley through visual realism - Designing multimodal, emotionally rich interactions - Applying ethical frameworks for diversity and transparency To secure your spot, follow the registration link below: [ WATCH ON DEMAND ](https://learn.conversationdesigninstitute.com/course/digital-humans-today-and-tomorrow) --- --- title: "5 tips to go from Pitch to Product" description: "On Thursday September 19th, Michelle Parayil, long-time Conversation Design practitioner and Academy Lead at CDI, delivered a breakout session titled ‘Conversational AI: 5 tips to go from pitch to product’ at UX India. " url: "https://www.conversationdesigninstitute.com/blog/five-tips-to-go-from-pitch-to-product" lang: en --- [ All blog articles ](/blog) # 5 tips to go from Pitch to Product On Thursday September 19th, Michelle Parayil, long-time Conversation Design practitioner and Academy Lead at CDI, delivered a breakout session titled ‘Conversational AI: 5 tips to go from pitch to product’ at UX India. [  ](/expert/michelle-parayil) [Michelle Parayil](/expert/michelle-parayil) Blog Author Sep 19, 2024 3 min. read  ## Chapters [How to go from concept to reality ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Reflecting on the event ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) ## How to go from concept to reality Having designed over 100 virtual assistants along with designing the world’s largest WhatsApp bot, Michelle’s session included practical insights on how to transition a Conversational AI project from concept to reality. The areas of focus included how to establish a solid foundation, building a skilled team, overcoming challenges, practical implementation strategies, and measuring success. We spoke briefly with Michelle after her session to chat about the presentation and to capture a few of the key takeaways for those who couldn’t be in attendance. ## Conversational AI is transforming Customer Service CDI: How are you Michelle? How has the audience and experience of UX India been so far? Michelle: It's been such a whirlwind of new stories, people, presentations, and ideas for me. Seeing how different designers, companies, and brands are adapting conversational AI and GenAi into their workflows and products has been fascinating. Interacting with such a wide range of professionals from different industries, brands, and roles was also quite interesting. CDI: One of the aspects you noted in your presentation was understanding the conversational AI Spectrum and the importance of this for organizations before they begin to build their products. How well do you think organizations today are understanding this spectrum to inform their goals and ambitions? Michelle: Organizations' grasp of the conversational AI spectrum is mixed. Many still think they need the most advanced AI for everything, but that's not always true. Simpler bots often work great for basic tasks like directing customers or collecting leads. The good news is, more companies are realizing that not every problem needs cutting-edge AI. They're getting better at matching their AI ambitions with their actual business needs. It's all about finding the right balance between cool tech and practical solutions. This shift in thinking is leading to more successful AI implementations. CDI: You also covered the 5 key decisions that are central to success. For those that were unable to attend, can you provide an overview of these key decisions and why they are so imperative to success? Michelle: Sure. In my talk, I broke down the process of building a solid conversational AI platform into five key decisions. First, you've got to pick your platform. It's a choice between something user-friendly with drag-and-drop features or a more sophisticated, code-heavy option. Really depends on your team's tech skills. Next up is language. You need to figure out if your bot's going to speak one language, multiple languages, or even handle mixed languages like Spanglish. It's all about matching your audience. Then there's the mode of interaction. Will your bot chat via text, speak out loud, or do both? This should align with how your customers prefer to communicate. Fourth on the list is deciding on channels. Are you aiming for a bot that works across the board - web, social media, voice assistants, you name it? If so, you'll want to tailor the experience for each platform. Last but not least, think about integrations. Your bot should play nice with your databases, CRM systems, and APIs. Don't forget to consider how it'll hand off to human agents when needed and how you'll track its performance. These decisions are crucial because they directly shape how your bot functions and how customers experience it. Get these right, and you're well on your way to a successful conversational AI setup. CDI: You also covered some points around implementation and monitoring and managing effectiveness. It feels like these elements are often less considered than other parts of the journey. What was the main takeaway you were hoping your audience would leave with with respect to this part of your presentation? Michelle: When it comes to chatbots, launching is just the start. Here's what really matters: - Look beyond bot data - check emails and calls too. - Fix quick, high-impact issues first. - Track key metrics from day one. - Don't panic over early fluctuations - give it time. The main point? Keep improving based on data, long after launch. It's an ongoing process, not a one-time thing. CDI: Well congratulations on a great session. Is there anything else exciting happening with yourself and CDI at the moment? Michelle: Absolutely. We've got some exciting things happening right now. First off, you can grab our "Maximizing Chatbot Success" course for free if you act quickly, but this offer won't last long. But wait, there's more! We're also working on a couple of new courses that I'm really excited about. One is all about Digital Humans – and another course focuses on GenAI Design for RAG, which is generating a lot of buzz in the AI world. It's an exciting time to be involved in conversational AI, and we're right in the thick of it at CDI. We're constantly pushing the envelope to bring you the newest and best. We hope everyone finds these new courses useful! --- --- title: "4 tips to help CS Leaders up their AI game" description: "This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the first article in a series designed to help CS leaders develop a realistic, effective Conversational AI strategy. " url: "https://www.conversationdesigninstitute.com/blog/four-tips-to-help-cs-leaders-up-their-game" lang: en --- [ All blog articles ](/blog) # 4 tips to help CS Leaders up their AI game This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the first article in a series designed to help CS leaders develop a realistic, effective Conversational AI strategy. [  ](/expert/troy-gedlinske) [Troy Gedlinske](/expert/troy-gedlinske) Blog Author Dec 30, 2024 7 min. read  ## Chapters [Executive summary ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Conversational AI is transforming Customer Service ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Taking control of your Conversational AI strategy ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) ## Executive summary Through all the hype and hyperbole about AI, one big truth stands out: AI is transforming Customer Service as we know it. As a CS leader, how can you craft an [AI strategy](/topics/strategy) without getting tripped up by all the little lies? First, don’t forget all the little truths you’ve learned/earned over the years: about the real cost of technology investment, about managing change and risk, about starting small and following fast. Your experience matters more than the futurologists like to admit. Second, develop a “good enough for now” understanding of AI technology, focusing on the killer app that will soon be central to CS operations: the AI-powered chat or voice bot. Third, lean into the five pillars of Customer Service (Quality, Finance, Scale, Flexibility, Risk) to frame how you think about AI. This tried-and-true methodology for measuring/monitoring performance should be central to your AI strategy. Finally, get advice from people who know what they’re talking about. Find an expert who can answer your questions and help you craft an [AI strategy](/topics/strategy) that makes sense for you and your org. ## Conversational AI is transforming Customer Service Everybody is talking about AI. If you’re of a certain age, this may remind you of the heady dotcom days, which even had their own clever IBM commercials that were more about selling a mindset (and rebuilding a brand) than a specific product or service. But one truth cannot be denied: Conversational AI is transforming Customer Service as we know it. Indeed, this transformation is happening so quickly that it’s hard to define – especially in the actionable, quantifiable terms CS leaders need to make decisions. It doesn’t help that the big truth about AI is polluted with big promises also reminiscent of the dotcom boom, e.g., AI makes everything you know irrelevant; AI can solve every problem; if you aren’t using AI today, it’s already too late. And so on. As a CS leader, this presents you with a dilemma. You know AI is transforming CS, and you’re under pressure to come up with a strategy. What do you do? ## Taking control of your Conversational AI strategy As an experienced CS professional, I’ve been working with my colleagues at CDI on a way to reframe how CS leaders should think about AI and its operational impact. What has emerged is a flexible framework worthy of a detailed discussion, but easily summarized in these four simple steps: ### 1\. Don’t forget the little truths you’ve learned/earned over the years. AI will eventually change the world, but it's unwise to forget certain facts that are still relevant today, including: - Technology investment is expensive in terms of money, time, confusion, and opportunity costs. And new technologies are always more expensive than anyone imagines, especially their most ardent (and often self-interested) proponents. - The risk of waiting is often smaller than we think, especially compared to the risk of jumping in. Of course, we should plan for an AI future. But we must also be disciplined in the face of herd FOMO when the actual risks of implementing AI at scale is still TBD. - Starting small is often your best bet for minimizing your downside risk and preparing you to move quickly when your initial bets pay off. In the challenging and chaotic realm of business strategy, following fast is the closest thing to having your cake and eating it too. ### 2\. Develop a “good enough for now” technical understanding of AI. The goal here is to be conversant – to have enough understanding to ask the right questions of the experts advising you. That said, it may help to go a little deeper on the killer app that will soon be central to CS operations: the AI-powered chatbot or voice assistant. In particular, it will help to understand the difference between bots powered by LLMs (like ChatGPT) and their more conventional, ready-for-scale predecessors, as this topic is likely to feature in and possibly confuse your AI strategy discussions. ### 3\. Lean into the five pillars of CS Your mastery of the art and science of monitoring and managing Quality, Finance, Scale, Flexibility, and Risk probably hasn’t earned you a TED talk, but it has helped you outperform your peers and sleep well at night (most of the time). Don’t abandon this tried-and-true methodology under the assumption that “everything is different”. Instead, put the five pillars at the center of your Conversational AI strategy and vet every investment, including POCs and pilots, against their impact on what really drives your CS operations. ### 4\. Get advice from people who know what they’re talking about Your instinct is correct: AI adoption is being driven more by FOMO than fundamentals. And your confusion about the underlying technology puts you in very good company (even though not everybody wants to admit it). The good news is that there are experts available to answer your questions and fill in the details. Find one or two who are honest about the current state of AI, then leverage them to craft an [AI strategy](/topics/strategy) that makes sense for you and your organization. This article is an introduction to a hands-on workshop program designed exclusively for CS leaders at the VP level and above. To learn more about CDI’s suite of workshops offerings, you can contact Ben Taylor ([ben@conversationdesigninstitute.com](mailto:ben@conversationdesigninstitute.com)), CDI’s Global Head of Sales. --- --- title: "How to build a full-stack Conversational AI team" description: "As we roar into 2025, CDI is preparing to launch a new auditing service based on the CDI Standards Framework. This service is based on custom work we’ve delivered to some of the largest enterprises in the world, now packaged so it's accessible for every kind of organization." url: "https://www.conversationdesigninstitute.com/blog/full-stack-conversational-ai-team" lang: en --- [ All blog articles ](/blog) # How to build a full-stack Conversational AI team As we roar into 2025, CDI is preparing to launch a new assessment service based on the CDI Standards Framework. This service is based on custom work we’ve delivered to some of the largest enterprises in the world, now packaged so it's accessible for every kind of organization. A key feature of the CDI auditing service is a maturity assessment that shows you where your Conversational AI program is today and how you can take it to the next level. A yellow flag that comes up frequently is an over-reliance on full-stack conversation designers, which can spell trouble for your program, team, and customers. [  ](/expert/joseph-pagano) [Joseph Pagano](/expert/joseph-pagano) Blog Author Jan 21, 2025 4 min. read  ## Chapters [The allure of the full-stack concept ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Talent is hard to find ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [The alternative is a full-stack team ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) ## The allure of the full-stack concept In the full-stack concept, a single person performs all the tasks in an end-to-end delivery model. This isn’t a new idea. For example, full-stack engineers were all the rage about 15 years ago, about the time when companies began to replace websites with web-based applications featuring tightly integrated front- and back-ends. The allure of full stack is powerful. If one person manages end-to-end delivery, accountability is clear, speed of communication is fast, and people costs are low. Such benefits are particularly attractive for startups looking to move fast, or large companies looking to build innovation teams to exploit new technologies quickly. But as teams, technologies, and companies mature, the shortcomings of full stack may become a concern. Stacks eventually become complex. Full-stack talent, be they engineers or conversation designers, struggle to keep up with complex technology. If the stack in question is new or its components closely coordinated, a single person can be an expert in all of it. But as technology evolves (as it always does), it's very difficult for any one person to be an expert in the full stack. You can’t stack tasks. The need to be able to stack tasks in a workflow (as opposed to working on them in sequence) is often overlooked. For example, an efficient conversational AI delivery team should be able to plan Use Case D while building Use Case C, and testing Use Case B while optimizing Use Case A. Such task-stacking is impossible if one person is responsible for all the tasks. ## Talent is hard to find Full stack talent is by definition special and hard to find. This also makes it very brittle: lose one or two people from a team, and work grinds to a halt. A team organized around full stack talent is also very difficult to flex: it's much easier to outsource a narrowly-defined specialist role than a full-stack role. To be clear: there are lots of good reasons to embrace the full-stack concept. This is why so many conversation designers invested time and resources in mastering end-to-end conversational AI delivery, and why so many companies have come to rely on them. However, as a company, you need to assess whether the costs of relying on full-stack conversation designers outweigh the benefits. ## The alternative is a full-stack team The good news is that an alternative concept already exists: the full-stack team. This is an end-to-end delivery team consisting of specialists in planning, design, building, and optimization AI assistants. They understand language, psychology, ánd technology. Everyone in the team has their strengths and they can lean into those. This modular approach turns all the shortcomings of the full-stack conversation designer on its head: • Each of your specialists is given the opportunity to do one or two things extraordinarily well, and extraordinarily fast. This is great for output and morale. • Complexity is less of an issue, allowing your team to embrace new technology faster and with less risk. • Tasks can be stacked and coordinated across timeframes or even deliverables without reducing quality or burning out team members. • Your team as a whole is more resilient and can be easily flexed up or down to meet demand. Contrary to conventional wisdom, a full-stack team of conversational AI specialists at different seniority levels isn’t necessarily more expensive than a team of full-stack conversation designers. Nor does having more people in the mix mean a loss in efficiency or quality. The trick is to have thoughtful processes based on best practices that allow team members to be more productive and more happy. --- --- title: "Generative AI: the pros, cons and considerations" description: "Since the launch of ChatGPT, a lot has happened. Large language models (LLMs) have inspired a wave of new tools and technologies to build and expand on the capabilities of AI assistants. In this article, we go over some of the pros, cons and question marks surrounding this emerging technology. " url: "https://www.conversationdesigninstitute.com/blog/generative-ai-pros-cons-and-question-marks" lang: en --- [ All blog articles ](/blog) # Generative AI: the pros, cons and considerations Since the launch of ChatGPT, a lot has happened. Large language models (LLMs) have inspired a wave of new tools and technologies to build and expand on the capabilities of AI assistants. In this article, we go over some of the pros, cons and question marks surrounding this emerging technology. [  ](/expert/jurgen-gravestein) [Jurgen Gravestein](/expert/jurgen-gravestein) Blog Author Feb 14, 2025 3 min. read  ## Chapters [Let’s talk about the pro's ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [What about the con’s ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Future considerations ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) ## Let’s talk about the pro's Modern [LLMs](/topics/generative-ai-and-llm) excel at understanding context and intent without extensive training. This capability is slowly but surely replacing the need for predetermined training phrases and rigid intent structures that characterize conventional chatbot systems. They can produce high-quality text in various styles and formats, from technical documentation to creative content, assisting in everything from drafting responses to content creation. These models also excel at extracting relevant information from large documents and databases. This is also known as semantic search or when leveraged in an AI assistant as retrieval augmented generation (RAG). Performance can be enhanced even further through fine-tuning and prompt engineering. As a result of that, we are seeing the emergence of all kinds of hybrid solutions that combine the power of curated content with the information retrieval capabilities of [LLMs](/topics/generative-ai-and-llm). ## What about the con’s Despite their capabilities, [LLMs](/topics/generative-ai-and-llm) come with notable limitations. They require human oversight on critical output, as they can generate plausible but incorrect information. We see hesitation to leverage generative capabilities in customer-facing applications, because the biggest requirements for enterprises are reliability and control. Perhaps, the biggest difference between conventional CAI solutions and large language models is the lack of explainability: it’s hard to see what’s going on under the hood. When the model produces an unsatisfactory answer, it’s virtually impossible to find out why and how that happened. It’s basically a black box, which might raise compliance issues for highly regulated industries like healthcare, financial services, and insurance. While ​​LLMs provide us with a great deal of flexibility, we have less control over their outputs. This is great for creative purposes, but less so when accuracy is paramount. While [LLMs](/topics/generative-ai-and-llm) represent a genuine new approach to building chatbots, projects tend to grow in complexity quickly. Latency, cost, scaling challenges, and (cyber)security are other common pain points. While mitigation strategies exist, the solutions to these challenges are not always as clear-cut. **What are the 5 pros and 5 cons of AI?** In summary, the five benefits of artificial intelligence include improved efficiency, accuracy, data analytics capabilities, cost savings, and 24/7 availability. On the other hand, there are drawbacks such as high implementation costs, the risk of bias, job losses, privacy concerns, and the potential for unpredictable behavior. Finding the right balance is crucial for success. ## Future considerations Uncertainties remain around LLM implementation. Data privacy continues to be a key consideration, especially regarding GDPR compliance. While many providers now offer enhanced security features and data processing agreements, organizations must carefully evaluate their risk tolerance and compliance requirements. **What is the biggest problem with generative AI?** The biggest problem with generative AI lies in its ethical implications. Discrimination, misinformation, and invasion of privacy are major concerns. Furthermore, these technologies can also lead to labor inequalities and disputes about ownership of created content. Consciously addressing these challenges is crucial for a positive impact. At the end of the day, organizations need clear value propositions and validate their return on investment (ROI). If you struggle to do so, an outside perspective can help. This is why many organizations choose to work with CDI to re(assess) their conversational AI strategies and programs. Success depends on understanding both their potential and limitations. Organizations should focus on developing clear guidelines for responsible AI usage while maintaining a balanced approach to implementation. Ultimately, the key lies in starting with specific use cases where [LLMs](/topics/generative-ai-and-llm) can add immediate value, and only then gradually expand when you have demonstrated success. --- --- title: "Growing a Conversation Design Practice" description: "In this episode of Unprompted, Hans van Dam speaks with Grace Hughes, Conversation Design Director at Accenture Song, about growing a conversation design practice within enterprise environments. The discussion explores how the role of the conversation designer is evolving, how organizations build design capabilities at scale, and what it takes to maintain quality and trust in AI systems." url: "https://www.conversationdesigninstitute.com/blog/growing-a-conversation-design-practice" lang: en --- [ All blog articles ](/blog) # Growing a Conversation Design Practice In this episode of Unprompted, Hans van Dam speaks with Grace Hughes, Conversation Design Director at Accenture Song, about growing a conversation design practice within enterprise environments. The discussion explores how the role of the conversation designer is evolving, how organizations build design capabilities at scale, and what it takes to maintain quality and trust in AI systems. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Mar 6, 2026 6 min. read  ## Chapters [The Evolution of Conversation Design ](#67812710-ed05-4dc3-aee9-e951be924216) [Designing in the LLM Era ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Building a Design Practice ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Maintaining Quality at Scale ](#4dd6723f-20e9-4d3e-9168-d0f38bf3db98) [Designing for Trust ](#0d51a192-9d73-4456-9a62-646068ab5151) [Conversation Design as Systems Thinking ](#dcb7ed77-c0c2-4205-86c2-05334f66524a) [Meet the Speaker ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) [Watch the Webinar ](#5da7b5f8-a6d5-44cc-8283-35ebf31020b8) ## The Evolution of Conversation Design Conversation design has evolved significantly over the past decade. Early work focused heavily on scripting dialogues and designing structured flows. As conversational systems become more complex and more generative, the role of the designer has shifted. **_Grace_** explains how conversation designers today influence broader product behavior. Rather than writing every line of dialogue, designers increasingly define principles, interaction patterns, and guardrails that guide how AI systems behave across many unpredictable interactions. ## Designing in the LLM Era Large language models have introduced new flexibility but also new responsibilities. Designers are no longer simply controlling conversations. Instead, they must shape systems that can generate responses dynamically while still remaining aligned with user expectations. This requires designing boundaries, defining acceptable behavior, and ensuring that systems remain understandable and trustworthy even when they operate in non deterministic ways. ## Building a Design Practice Growing a conversation design practice inside a large organization requires more than individual expertise. It requires structure. Grace discusses how organizations establish Centers of Excellence to support shared practices, design standards, and governance. These structures help teams scale expertise across multiple products and departments while maintaining consistent quality. Building a practice also requires creating alignment between design, engineering, product management, and research. ## Maintaining Quality at Scale As conversational systems expand across platforms and use cases, maintaining consistency becomes a major challenge. The conversation highlights the importance of shared frameworks, documentation, and collaboration across teams. These mechanisms allow organizations to maintain quality while enabling teams to move quickly and experiment responsibly. Quality in conversational AI is not only about language. It is about system behavior, transparency, and user confidence. ## Designing for Trust Trust plays a central role in conversational experiences. Users must understand what the system can do and where its limitations lie. **_Grace_** explains that designing for trust involves transparency, careful language choices, and responsible interaction patterns. Designers must help users feel confident without overstating the capabilities of AI systems. As conversational interfaces become more embedded in everyday products, trust becomes one of the most important design goals. ## Conversation Design as Systems Thinking The episode highlights how inversation design has expanded beyond dialogue writing. Today’s practitioners must understand product strategy, system architecture, governance, and collaboration across disciplines. Conversation design increasingly sits at the intersection of design, technology, and organizational structure. Grace emphasizes that building successful conversational systems requires strong collaboration and continuous learning. ## Meet the Speakers ### Grace Hughes ###  Conversation Design Director, Accenture Song **_Grace Hughes_** leads conversation design strategy and execution at Accenture Song, working on large scale conversational and content design initiatives. Her work spans digital identity frameworks, multimodal AI assistants, and enterprise conversational platforms. **Grace** is also an educator and mentor in the field. She teaches at TU Dublin and IADT and contributes to research and industry reports on conversational AI and value networks. Her work focuses on scaling human centered design practices across complex organizations. ### Hans van Dam  CEO and Co founder, Conversation Design Institute **_Hans van Dam_** co founded the Conversation Design Institute to professionalize the role of conversation design within large enterprises. CDI provides training, certification, and advisory services that help organizations build and scale conversational AI capabilities. Hans focuses on connecting design practice with platform strategy and organizational governance. ## Watch the Webinar This blog highlights key ideas from the conversation, but the full discussion offers deeper insights and practical examples from Grace’s experience building conversation design practices inside large organizations. Watch the complete episode of Unprompted below. [ Watch Full Video Here ](https://learn.conversationdesigninstitute.com/course/growing-a-conversation-design-practice) --- --- title: "Conversational AI in 2026: What (We Think) Still Matters" url: "https://www.conversationdesigninstitute.com/blog/how-to-build-a-conversational-ai-platform-that-scales" lang: en --- [ All blog articles ](/blog) # How to Build a Conversational AI Platform That Scales Alan Nichol (RASA) and Hans van Dam (CDI) discuss what it takes to build conversational AI platforms that scale in real enterprise environments. The webinar explores lessons from a decade of deployments, what breaks first as systems grow, and how teams move beyond prototypes toward reliable production systems. [  ](/expert/hans-van-dam) [Hans van Dam](/expert/hans-van-dam) Blog Author Mar 6, 2026 5 min. read  ## Chapters [What it takes to move conversational AI ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Why Scaling Conversational AI Is Still Hard ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Moving Beyond Intent-Centric Architectures ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) [Lessons from Enterprise Deployments ](#86888adb-6b64-4fbc-9d89-91ee9cc6ec56) [What Breaks First as Systems Grow ](#06a3deaa-3098-422d-b8ff-cdb6398dd12b) [Architecture Decisions That Shape Long-Term Success ](#65ce25c7-41c6-4291-a0cd-d8c295876b39) [What Successful Teams Quietly Get Right ](#8da40ed0-fab5-4031-b250-27769f45239d) [Meet the Speakers ](#4a2dd1a5-cfc7-48ad-b723-4292e5fda32d) [Watch the Full Webinar ](#11b73e9a-190f-40f4-9829-13da070ad0c7) ## What it takes to move conversational AI from prototype to production In February 2026, Alan Nichol and Hans van Dam hosted a candid discussion on what it really takes to build conversational AI platforms that hold up in enterprise environments. The session explored how the field has evolved in the LLM era, what challenges organizations encounter as systems scale, and what successful teams do differently. This webinar focused on the realities of production deployments rather than product demos or industry hype. ## Why Scaling Conversational AI Is Still Hard Over the past few years, conversational AI has evolved quickly. Large language models have expanded what systems can do, and many organizations are exploring autonomous agents and more dynamic conversational experiences. Despite these advances, scaling conversational AI remains difficult. Many teams move quickly from prototype to deployment without the architectural foundations required for long-term stability. This session explored the gap between experimentation and sustainable platform design, highlighting why conversational AI must be treated as infrastructure rather than a short-term feature. ## Moving Beyond Intent-Centric Architectures For years, intent classification formed the foundation of most conversational systems. As language models became more capable, the industry began discussing the move “beyond intents.” During the webinar, **Alan Nichol** explained what that shift actually means in practice. While modern systems rely less on rigid intent hierarchies, they still require structured architecture, evaluation strategies, and clear boundaries around system behavior. The discussion emphasized that moving beyond intents does not eliminate the need for design discipline. Instead, it changes how that discipline is implemented. ## Lessons from Enterprise Deployments **Alan** shared insights from years of working with enterprise teams building conversational systems in production environments. These deployments often reveal challenges that do not appear during early prototypes. Issues related to governance, evaluation, knowledge management, and system ownership tend to surface once systems scale across channels and departments. Successful teams treat conversational AI as a long-term capability rather than a one-time project. They invest in processes that support monitoring, improvement, and ongoing system maintenance. ## What Breaks First as Systems Grow As conversational systems become more autonomous, new risks appear. Evaluation frameworks become essential for maintaining trust in system responses. Knowledge sources must be structured carefully to avoid inconsistency. Platform decisions made early in a project often determine whether a system can evolve successfully. The webinar highlighted how many organizations underestimate these challenges and only address them after systems begin to fail. ## Architecture Decisions That Shape Long-Term Success One of the central themes of the session was the importance of platform architecture. Conversational AI systems must integrate multiple layers, including language models, knowledge systems, conversational logic, and governance frameworks. When these components are designed carefully, teams can scale capabilities while maintaining reliability. When architecture is treated as an afterthought, systems become difficult to manage and improve over time. ## What Successful Teams Quietly Get Right The discussion concluded with observations about organizations that successfully deploy conversational AI at scale. These teams tend to focus on clear ownership, structured evaluation practices, and collaboration between design, engineering, and product teams. They prioritize long-term system health rather than short-term demonstrations of capability. In many cases, the most important success factors are not technical breakthroughs but disciplined operational practices. ## Meet the Speakers ### Alan Nichol **Co-founder** and **CTO, Rasa** **_Alan Nichol_** is the co-founder and CTO of RASA, one of the leading platforms for enterprise-grade conversational AI. He has spent more than a decade working at the intersection of machine learning, product development, and real-world conversational systems. **_Alan_**has long advocated for more resilient approaches to conversational AI, challenging rigid intent-centric chatbot design well before the rise of large language models. At Rasa, he works closely with global enterprises to help teams move conversational systems from prototypes into reliable production platforms. ### Hans van Dam **CEO** and **Co-founder, Conversation Design Institute** **_Hans van Dam_** co-founded the Conversation Design Institute to professionalize the role of conversation design within large enterprises. Since 2018, CDI has developed industry standards, certification programs, and consulting services that help organizations build and scale conversational AI capabilities. **_Hans_** focuses on bridging conversational design, platform strategy, and organizational governance to ensure conversational systems remain usable, reliable, and sustainable as they grow. ## Watch the Full Webinar The complete recording of the session is available below. If you are responsible for conversational AI strategy, platform architecture, or enterprise deployment, this discussion offers valuable insight into what it takes to build conversational AI systems that continue to perform as they scale. [ Watch the Webinar ](https://learn.conversationdesigninstitute.com/course/how-to-build-a-conversational-ai-platform-that-scales) --- --- title: "How to build a successful Conversation Design Practice" description: "Conversation design has evolved from a niche specialty to a critical enterprise function. As organizations rush to implement large language models (LLMs), the role of conversation designers has become more crucial than ever. But how do you build and advocate for a conversation design practice in a corporate environment?" url: "https://www.conversationdesigninstitute.com/blog/how-to-build-a-successful-conversation-design-practice" lang: en --- [ All blog articles ](/blog) # How to build a successful Conversation Design Practice Conversation design has evolved from a niche specialty to a critical enterprise function. As organizations rush to implement large language models (LLMs), the role of conversation designers has become more crucial than ever. But how do you build and advocate for a conversation design practice in a corporate environment? [  ](/expert/jurgen-gravestein) [Jurgen Gravestein](/expert/jurgen-gravestein) Blog Author Jan 8, 2025 4 min. read  ## Chapters [The evolution of Conversation Design ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Core pillars ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Navigating the LLM landscape ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) ## The evolution of Conversation Design The [conversation design](/topics/conversation-design) landscape has transformed dramatically over the past few years. While traditional conversation design focused on crafting specific dialogues and responses, today's practice encompasses a broad skill set including prompt engineering, UX design, interaction design, and more. Modern [conversation designers](/courses/conversation-designer/) have become “full-stack” practitioners who are often required to wear multiple hats. But the list of things that they need to master is growing: from information architecture to flow design, to intent training and classification, prompt engineering and LLM evaluation. It is one of the reasons why CDI has been advocating for [teams with specialists rather than a team of generalists](/blog/full-stack-conversational-ai-team). ## Core pillars of a Conversation Design Practice A successful [conversation design](/topics/conversation-design) practice in the enterprise rests on four fundamental pillars: - Guidelines and standards: establishing clear standards for prompt design, design patterns is essential for maintaining quality and consistency. Well-documented standards serve as educational resources for stakeholders and create alignment across teams, reducing confusion and improving collaboration. - Design deliverables: modern conversation design deliverables have evolved far beyond simple dialogue flows. Today's comprehensive documentation includes detailed prompt libraries and engineering specifications that guide [LLM](/topics/generative-ai-and-llm) implementation. - Stakeholder management: regular touchpoints with stakeholders are essential for creating buy-in and demonstrating value. These collaborative sessions educate people about the importance of conversation design while gathering valuable insights from different parts of the organization. - Advocacy and education: positioning conversation design as a strategic function requires consistent effort and clear communication. This involves creating educational content, delivering presentations, and demonstrating the value of conversation design in achieving business goals. To successfully implement conversation design in an enterprise setting, you also need to ensure close collaboration with data science and engineering teams. Working systematically reduces technical debt and improves maintenance efficiency. When design patterns are consistent, updates and optimizations can be rolled out more effectively across the entire system. ## Navigating the LLM landscape Understanding [LLM](/topics/generative-ai-and-llm) capabilities and limitations is crucial for modern conversation designers. LLMs excel at classification tasks, content summarization, and taking complex information and distilling it into digestible content. They’re particularly strong at format transformation, converting content between different styles and structures. However, [generative AI](/topics/generative-ai-and-llm) comes with important limitations that must be carefully considered. [LLMs](/topics/generative-ai-and-llm) struggle with non-public information, making them less reliable for private or proprietary data. Brevity can be a challenge, as LLMs tend to be verbose and struggle to provide concise responses. The lack of accuracy can cause problems, particularly when dealing with specific facts or figures, requiring verification or a human in the loop. As enterprises continue to adopt generative AI and [conversational AI](/topics/conversational-ai), the role of conversation design becomes critical in managing the balance between technology and user experience. As user advocates, conversation designers should have a seat at the table when organizations plan for future initiatives. By building a strong Conversation Design Practice founded on proven principles, maintaining high standards, and consistently demonstrating business value, conversation designers can lead their organizations toward more effective and meaningful AI interactions. Do you want to know where your practice stands today? Start by assessing your maturity through our free [Conversational AI Maturity Assessment.](https://cdi-maturity-assessment.scoreapp.com/) --- --- title: "How to Design Autonomous AI Agents That Build Trust at Scale" url: "https://www.conversationdesigninstitute.com/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale" lang: en --- [ All blog articles ](/blog) # How to Design Autonomous AI Agents That Build Trust at Scale Learn why autonomous AI agents require fundamentally different design methodology than chatbots, and how Agentic Experience Design (AXD) helps organizations preserve Conversational Capital in high-stakes contexts. [  ](/expert/hans-van-dam) [Hans van Dam](/expert/hans-van-dam) Blog Author May 22, 2026 6 min. read  ## Chapters [The Shift from Tools to Autonomous Actors ](#463be079-d3c0-4f92-871f-3ccec89c81b8) [Why Traditional Chatbot Design Fails ](#59be19b2-01e7-480b-97c7-fea15f38b090) [What Conversational Capital Means for Agent Design ](#bfea39c3-98e3-4c9c-a8f3-19f7abbb66a6) [The Hidden Complexity of Autonomous Action ](#23f1c78b-3ac1-4a1b-b8c4-6f21fd03371e) [What Organizations Get Wrong About Agent Design ](#c6eb7370-3f15-4ab8-bc7b-77783705e83c) [The Agentic Experience Design Methodology ](#e71c1a30-3687-4a40-8b85-c1bccb659bf4) [Who Needs AXD and Why ](#8d1438a1-99c9-4467-be39-2683f1a7e670) [Learn Agentic Experience Design ](#04317bca-9ce7-4665-a65e-54fca9ceb121) ## The Shift from Tools to Autonomous Actors For the past decade, organizations designed conversational AI systems that responded to commands. A customer asks about account balance, the chatbot retrieves it. A patient requests appointment options, the voice assistant displays them. The human remained in control, making all decisions, while the AI assisted. That model is ending. Autonomous AI agents don't wait for commands—they make decisions and take actions on behalf of humans. They book appointments across family members' calendars. They approve loan applications. They process insurance claims. They modify service plans. They coordinate care across providers. The difference isn't subtle. It's the difference between a calculator and a financial advisor. Between a map and a driver. Between information and action. This shift creates unprecedented opportunity to build Conversational Capital—the trust that accumulates through interactions and becomes organizational asset. It also creates unprecedented risk to destroy that capital faster than it can be rebuilt. Most organizations are approaching this shift with chatbot-era thinking. That approach catastrophically fails when systems act autonomously. ## Why Traditional Chatbot Design Fails Chatbot design methodology emerged when systems had narrow scope and limited autonomy. The frameworks focused on: - Understanding user intent - Providing accurate information - Creating natural dialogue flow - Escalating to humans when uncertain These principles remain important. But they're insufficient when systems transition from informing to acting. Consider the difference in what can go wrong: **When a chatbot fails:** User asks about appointment availability. System provides wrong information. User frustrated, calls customer service, books correctly. Interaction wasted 5 minutes. Trust slightly eroded. **When an autonomous agent fails:** User requests morning appointments for family. Agent books all appointments at 6 AM despite user's normal 9 AM preference being documented. User discovers this the night before. Now scrambling to reschedule four people across three providers. Trust significantly eroded. User learns: "I can't let the agent handle this." Same system. Same vendor. Different autonomy level. Completely different failure impact. Traditional chatbot design doesn't address: - Power dynamics when systems control outcomes users need - Vulnerable moments requiring human presence - Appropriate autonomy boundaries - Capital trajectory measurement - Testing methodologies for autonomous behavior Organizations applying chatbot frameworks to autonomous agents are designing systems that technically work but destroy trust at scale. ## What Conversational Capital Means for Agent Design Conversational Capital is trust measured as organizational asset. Like financial capital, it: - Accumulates slowly through consistent good experiences - Enables future investments (higher autonomy, fewer approval gates) - Generates returns (customer loyalty, referrals, premium pricing) - Can be destroyed faster than it's built The critical insight: agents amplify both accumulation and destruction. **With human-operated systems:** Trust builds one interaction at a time. One rep, one customer, limited throughput. Trust violations also happen one at a time. Contained. Correctable before scaling. **With autonomous agents:** Thousands of interactions simultaneously. 24/7 operation. One bug replicated across entire user base before humans notice. Network effects spread failures beyond direct users. This creates asymmetric risk. You can build capital faster than ever before. Or destroy it faster than ever before. The question every organization faces: Which outcome will your agents produce? That answer depends entirely on whether you design for capital preservation or just feature deployment. ## The Hidden Complexity of Autonomous Action Many teams assume autonomous agents are "chatbots with better models." The LLM handles complexity, so design becomes simpler, right? Wrong. Dramatically wrong. Autonomous action introduces complexity that never existed in chatbot design: **Context dependency increases:** A chatbot answering "What are my appointment options?" can ignore whether the user is desperate (only slot available determines critical treatment timing) or flexible (scheduling routine checkup). Both get the same information. An agent booking appointments MUST understand desperation vs flexibility. Book the desperate patient at the only available time even if inconvenient. Give the flexible patient the convenient time. Same action, opposite appropriateness based on context. **Power dynamics emerge:** When systems inform, power remains balanced. Users control outcomes. When systems act, power shifts. An agent approving loans controls outcomes applicants desperately need. An agent scheduling medical appointments controls access to care. An agent processing insurance claims controls financial recovery. Power imbalance creates vulnerability. Vulnerability requires different design rigor. **Reversibility varies:** Information can always be corrected. Agent sends wrong data, human corrects it, minimal harm. Actions vary in reversibility. Agent books wrong appointment—annoying but fixable. Agent cancels critical insurance coverage—potentially catastrophic and difficult to reverse. Agent approves inappropriate loan—regulatory violation with lasting consequences. Traditional chatbot design treats all interactions similarly. Autonomous agent design must account for action consequences. **Scope ambiguity compounds:** Chatbots have clear scope boundaries. "I can help with account questions." Users understand limitations. Autonomous agents face scope ambiguity. "I can help manage your healthcare." Does that include emergency symptoms? Mental health crises? End-of-life planning? Without explicit exclusions, users assume full scope. When agents fail in excluded contexts, trust collapses. These complexities don't emerge from LLM limitations. They emerge from autonomous action itself. ## What Organizations Get Wrong About Agent Design Over the past year, we've worked with dozens of organizations building autonomous agents. Common patterns emerge in what goes wrong: **Mistake 1: Treating agents as better chatbots** Teams apply chatbot methodology to autonomous systems. They optimize for answer accuracy when they should optimize for action appropriateness. They test dialogue quality when they should test decision quality. They measure deflection when they should measure capital trajectory. **Mistake 2: Technology-first rather than trust-first** Organizations select LLMs, configure prompts, integrate tools, then consider trust implications. By then, architecture decisions have locked in approaches that make trust preservation difficult. Trust must drive technology selection, not the other way around. **Mistake 3: Skipping systematic exclusions** Most teams focus on what agents CAN do. Few systematically identify what agents SHOULD NOT do. Result: agents deployed in vulnerable moments (emotional crisis, power-down situations, contexts requiring nuanced judgment) where automation destroys trust regardless of technical performance. **Mistake 4: Ad-hoc autonomy decisions** Without systematic frameworks, each use case gets different autonomy treatment. One agent acts independently for $500 decisions, confirms for $100 decisions. Another does the opposite. Inconsistency erodes user understanding of system boundaries. **Mistake 5: Prototype testing only** Teams test with cooperative users in controlled scenarios. Agents perform well. Then production deployment encounters adversarial users, edge cases, failure cascades. Systems that tested perfectly collapse under real-world complexity. **Mistake 6: Efficiency metrics exclusively** Organizations measure automation rate, cost per interaction, time saved. They don't measure capital trajectory—whether trust is building or eroding. You can achieve 90% automation while destroying the trust that makes future automation possible. These mistakes don't reflect incompetence. They reflect applying methodology designed for one context (responsive chatbots) to a fundamentally different context (autonomous agents). ## The Agentic Experience Design Methodology [Agentic Experience Design (AXD)](/topics/agentic-experience-design) is the systematic approach for designing autonomous agents in high-stakes contexts. Developed through years of implementations across healthcare, financial services, insurance, and enterprise environments, AXD addresses the challenges traditional chatbot design doesn't cover. **The foundation: Conversational Capital** Every design decision evaluated through one lens: Does this build or erode capital? Accuracy matters. Speed matters. But capital preservation matters most. **The framework: 12-step CDI Method** AXD applies the proven CDI Method to autonomous agents: **Strategy (Steps 1-4):** Scope use cases with explicit exclusions. Identify users and power dynamics. Select technology enabling trust preservation. Develop guidelines protecting capital across deployments. **Design (Steps 5-9):** Map complete context using the Agentic Canvas. Create golden conversations showing excellence. Build agent specifications. Test before deploying. Iterate systematically. **Build (Steps 10-11):** Resolve Content Debt for single source of truth. Integrate tools with validation layers. Ensure failure handling protects capital. **Synthesize (Step 12):** Deploy through phased rollout (internal → pilot → limited → full). Monitor capital trajectory. Continuously improve while protecting trust. **The tools: Proven frameworks** AXD provides specific frameworks for challenges unique to autonomous agents: - **Agentic Canvas:** Eight-zone context mapping ensuring agents understand human goals, mindset, and vulnerability before acting - **Authority Tiers:** Three-level system defining when agents act independently vs confirm vs escalate - **Exclusions Framework:** Systematic approach identifying contexts requiring human presence - **Golden Conversations:** Excellence examples defining appropriate autonomous behavior These aren't theoretical constructs. They're practical tools teams use daily designing production agents. **The outcome: Trust at scale** Organizations applying AXD methodology build agents that compound Conversational Capital rather than destroy it. They achieve sustainable automation rates. They satisfy compliance requirements. They protect vulnerable users. Most importantly, they build trust that enables future capabilities rather than eroding trust that blocks progress. ## Who Needs AXD and Why [Agentic Experience Design](/topics/agentic-experience-design) is essential for organizations where trust violations have consequences. **You need AXD if you're building agents for:** **Healthcare systems** Agents coordinate patient care, schedule appointments, triage symptoms, manage medication. Mistakes don't just frustrate—they delay treatment, miss critical symptoms, create access barriers for vulnerable populations. **Financial institutions** Agents approve loans, detect fraud, manage accounts, process payments. Errors create financial hardship, regulatory violations, eroded confidence in the institution. **Insurance companies** Agents process claims, assess coverage, handle disputes. Failures affect people recovering from accidents, illness, disasters—already vulnerable situations where automation errors compound stress. **Enterprise contexts** Agents serve employees, manage benefits, coordinate operations. Organizations can't afford trust collapse with their own workforce. **Any regulated industry** Autonomous decision-making attracts regulatory scrutiny. Systematic methodology provides documentation regulators require. **You DON'T need AXD if:** You're building simple FAQ chatbots. Information retrieval systems. Entertainment applications. Low-stakes contexts where mistakes don't matter. Conversational AI Design remains appropriate for these use cases. AXD exists for contexts where autonomous action carries responsibility. ## Who Needs AXD and Why The Conversation Design Institute has launched the complete [Agentic Experience Design course](/courses/introduction-to-agentic-experience-design/) and certification. This comprehensive program provides: **Complete methodology:** 16 video lessons covering AXD foundations and the full 12-step CDI Method for autonomous agents. **Practical frameworks:** Downloadable Agentic Canvas, Authority Tiers, Exclusions Framework, Agent Charter template, and all core tools for immediate application. **Hands-on application:** Exercises and quizzes applying frameworks to your specific contexts. Build working specifications while learning methodology. **Professional certification:** Industry-recognized AXD credential demonstrating methodology mastery to employers, clients, and stakeholders. **3-year subscription:** Regular webinars, methodology updates, early access to advanced courses, alumni network access, exclusive event discounts. **Investment:** $399 USD This isn't just training. It's the systematic methodology teams need when autonomous agents become central to organizational strategy. Organizations building agents without AXD aren't just risking inefficiency. They're risking Conversational Capital—the asset their business can't afford to lose. [Explore the AXD Course](/courses/introduction-to-agentic-experience-design/) [Download Course Syllabus](/resources/download/introduction-axd-syllabus) --- --- title: "Hybrid systems over hype" description: "Rebecca Evanhoe, shared a great case study on how her team has been intentionally "LLMifying" their voice agents, which handle complex restaurant reservations over the phone." url: "https://www.conversationdesigninstitute.com/blog/hybrid-systems-over-hype" lang: en --- [ All blog articles ](/blog) # Hybrid systems over hype About the author: In her role as Client Strategy Lead at CDI, Cindy partners with organizations to build successful AI strategies and roadmaps. Before her current role, she was a Conversation Designer and AI Consultant for many years, where she spent her career shaping the most recognized chatbot in the Dutch banking industry. Cindy loves diving headfirst into complicated AI projects, with a focus on what matters most: human connection and trust. [  ](/expert/cindy-cardol) [Cindy Cardol](/expert/cindy-cardol) Blog Author Jul 2, 2026 4 min. read  ## Chapters [Hybrid systems over hype ](#1b2089da-7da1-4780-a0f6-7826ae39a506) [Rebecca Evanhoe ](#36d3f5f9-8f14-41b9-ae88-392f18382f78) [1\. To LLM or not to LLM ](#f378985c-aede-4576-a3a1-684dedb68ac7) [2\. Timing and silence ](#de3436cd-4191-4b8a-b724-2401085902aa) ## Hybrid systems over hype Now that we are completely immersed in the era of Large Language Models and Agentic AI, our industry needs to redefine what 'good' actually looks like. It’s no longer just about checking a box to see if a bot successfully used an API, matched the golden' answer, or retrieved the correct data. It’s about comprehensive, continuous testing to ensure these systems respect human social dynamics. Because even in this new era, conversational quality and trust are non-negotiable. It was exactly this human-first mindset that echoed through the beautiful, historic arcades of the Museu Marítim during the Beyond Boundaries Festival in Barcelona (April 28–30). Inspired by those sessions, I’ve written a series of blog posts capturing the keynotes that best define this new era of AI. ## Rebecca Evanhoe Conversation Design strategist and author of _Conversations with Things_, [Rebecca Evanhoe](https://www.linkedin.com/in/rebecca-evanhoe/), shared a great case study on how her team has been intentionally "LLMifying" their voice agents, which handle complex restaurant reservations over the phone. Right now, the trend is to jump completely on the LLM train and go all-in. Despite spending years perfecting their existing conversational stacks, many companies want to replace everything with an LLM overnight. Rebecca brought us back to reality and shared why we should not do this. Her strategy? Instead of a risky, platform-wide swap, her team approached LLMs through a series of narrow and very specific experiments. They built a hybrid system, combining the safety of deterministic paths with the power of LLMs only where they truly add value. This pragmatic approach is the exact strategy needed to protect your corporate Trust Ledger. Here are my top takeaways from her session: ## 1\. To LLM or not to LLM Rebecca emphasized that we must understand which topics are just too risky or difficult to handle purely with a non-deterministic LLM. For instance, collecting a customer's exact reservation name or date requires strict accuracy. If an LLM hallucinates or misspells a name, the reservation is ruined. By keeping high-risk, complex flows deterministic and using LLMs only for smaller rephrasing tasks or FAQs, you prevent catastrophic trust withdrawals and can start automating safely. ## 2\. Timing and silence Two of Rebecca’s observations really stuck with me: timing is a signal, not noise, and sometimes, doing less makes an agent feel more human. In voice design, a brief pause or silence is often treated as an error or a metric to be reduced. But designers know that silence carries social meaning when timing it correctly. By designing single-line turns, small acknowledgments, and minimal sounds, we prevent [content debt](https://hansvandam.substack.com/p/content-debt-the-silent-killer-of) and generate steady deposits into the Trust Ledger. Just because the machine mimics natural human pacing. Rebecca’s session taught us the power of being intentional. By treating LLM integration as a series of controlled experiments and prioritizing natural human pacing over raw speed, we protect our brand's Conversational Capital while pushing the boundaries of what's possible with automation. --- --- title: "Improving CS Finance in the new era of AI" description: "This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the third article in a program for customer service leaders to develop a realistic, effective AI strategy. " url: "https://www.conversationdesigninstitute.com/blog/improving-cs-finance-in-the-new-era-of-ai" lang: en --- [ All blog articles ](/blog) # Improving CS Finance in the new era of AI This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the third article in a program for customer service leaders to develop a realistic, effective AI strategy. [  ](/expert/troy-gedlinske) [Troy Gedlinske](/expert/troy-gedlinske) Blog Author Jan 13, 2025 7 min. read  ## Chapters [Executive summary ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Why the best companies are using CS Ops + AI to reduce costs ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Finance in the CS context ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [How AI can help you reduce direct OpEx costs ](#f1c1bcb1-4b6d-4247-bc55-9e103144e9a6) [How AI can help you reduce indirect OpEx Costs ](#b7cf05b8-cf36-40d2-b406-12668e397b8e) [Proceed thoughtfully ](#4b9a6772-6da6-40f3-9a31-5bcd18054f39) ## Executive summary Your company ultimately thrives, survives, or dies according to its finances. Hence your CS Ops team is working constantly to improve CS Finance by reducing costs. The good news is that AI-related savings opportunities are real and abundant. These aren’t guaranteed: proper planning and execution are required. Nor are they without risk, especially to Quality. But they definitely exist beyond the imagination of AI advocates. While no two companies are the same, we can define Finance with the context of CS Ops in a way that helps us think about CS Ops + AI. Specifically, we can divide CS costs into OpEx vs CapEx, and then subdivide OpEx into direct versus indirect costs. One of the advantages of using CS Ops + AI to improve CS Finance is that tools like AI-powered [chatbots](/topics/chatbots) target the same OpEx as traditional programs and tools, often using the same methods. For example: a carefully-planned and implemented AI-powered chatbot is a killer app for reducing contact rates, handling time, and labor inefficiency. Even though AI-related savings opportunities are real, CS Ops teams should be thoughtful when pursuing them. Poorly-conceived and/or implemented programs to reduce direct labor costs can also reduce the customer perception of Quality and can hurt employee morale if they’re not measured or paired with reskilling to give displaced team members a role in the new era of AI. ## Why the best companies are using CS Ops + AI to reduce costs All companies ultimately thrive, survive, or die according to their finances. Hence every operational team in your company is working constantly to improve company finances by cutting costs and increasing revenue. When it comes to improving CS Finance (one of the five pillars of CS management), CS Ops teams are no different. However, because most CS teams function as a cost center, CS Ops teams are highly-focused (possibly singularly-focused) on reducing costs. Hence most discussion about CS Ops + AI focus on cost savings as well.  The good news is that savings are real and abundant. Today, some of the best companies in the world are already using ready-for-primetime AI tools like AI-powered [chatbots](/topics/chatbots) to lower the costs and complexities of CS. And both they and their customers are better for it. ## Thinking about Finance in the CS context No two companies are identical, so your company’s approach to improving CS Finance is unique in some ways. Still, we can define Finance with the context of CS Ops in a way that helps us think about CS Ops + AI. CS Finance can be divided into three buckets: - OpEx (Operating Expenses), which includes the day-to-day expenses your company incurs to run operations. Because these show up as expenses on the income statement during the period in which they occur, changes in OpEx (up or down) can have a powerful effect on profitability in the short term. - CapEx (Capital Expenditures), which includes long-term investments that your company uses to acquire, upgrade, or maintain physical assets such as property, buildings, or equipment. Because these are capitalized on the balance sheet and spread over the useful life of the investment, changes in CapEx (up or down) can have a powerful effect on profitability in the long term. - Revenue, which includes any activities that generate more sales for your company. Depending on the nature of your business, this can include activities that increase revenue directly, e.g., by improving sales processes or collections. It can also include activities to increase revenue indirectly, e.g., by increasing Downstream Impact (DSI) through reduced churn. With these three buckets defined, let’s zoom into OpEx – the bucket that most CS Ops teams are focusing on – by dividing it into two buckets: direct and indirect costs. Direct costs are mostly related to labor, e.g., CS agents plus 2-3 levels of management. Importantly, these costs are generally variable because they can adjust (up or down) relatively quickly in response to demand (actual or forecast). Indirect costs are mostly costs related to other types of labor, e.g., senior management, IT support, data support, planning and program management, vendor management, or rents. Importantly, these costs are generally fixed costs because they are harder to adjust (up or down) in the short term, regardless of demand. ## How AI can help you reduce direct OpEx costs One of the advantages of using CS Ops + AI to reduce direct labor costs is that tools like AI-powered [chatbots](/topics/chatbots) enhance the strategies you’re already using: - Contact reductions. An AI-powered assistant is the ultimate self-service option for customers: they’re more effective and versatile than an FAQ or help doc; they’re available 24/7/365 without breaks or unplanned interruptions; and they can be updated and optimized in perpetuity. This makes them a killer app for contact reduction. - Handle time reductions. AI-powered assistants can help reduce handling time by gathering as much information as possible about the customer and their issue before facilitating a clean, effective handoff to a human agent. They can also reduce handle times by relieving agents of tedious post-contact tasks like summaries and escalations, or by coaching agents mid-contact. - Labor efficiency improvements. AI-powered assistants are natural skill blenders because they can be trained to handle multiple types of interactions and tasks. They can also cover multiple channels, including voice – which is why some of the largest companies in the world are busy replacing relatively successful IVR systems with AI-powered voice assistants. These are just a few examples that stick closely to traditional tools and programs. Thus they don’t include all the new ways AI can improve CS Finance as AI tools spread within your organization. For example, savvy CS Ops teams can use the computing power of AI (in addition to their in-house or 3P planning tools) to analyze opportunities that may have been difficult to identify previously. This includes much better forecasting of the impacts from direct labor contact and handling time reductions, which even the best CS Ops teams know is as much art as science. ## How AI can help you reduce indirect OpEx Costs You can also use CS Ops + AI strategies to reduce indirect (fixed) labor costs. In particular, large organizations with multiple layers of CS management may be able to streamline operations after deploying AI. The reason is simple: more efficient use of direct labor reduces the need for indirect labor to manage it. This could even include teams responsible for tasks that seem indispensable today, such as training and scheduling. It’s important to remember that indirect labor savings will most often trail direct labor savings. Given the power of compounding, this means it’s often better to focus on direct labor improvements and efficiency first, then look for indirect labor savings opportunities as they emerge later. ## Proceed thoughtfully We get it: AI can be very tempting for CS Ops teams under constant pressure to improve Finance at a time when existing tools and best practices have plateaued. Just ask anyone tasked with wringing an extra percentage of containment from a 10-year old IVR system.  But CS Ops teams should take care about the pace and nature of AI-powered cost reduction. Poorly-conceived and/or implemented programs to reduce direct labor costs can also reduce the customer perception of Quality, creating new costs and headaches for your company. Staff reductions can hurt morale and undercut other CS pillars. Companies are wise to adopt a realistic, measured approach that relies on natural attrition without rehiring to carefully and thoughtfully reduce both direct and indirect headcount. AI-driven improvements require careful planning and continuous investment. Adding an AI-powered chatbot isn’t a project; it’s a new channel (like adding a website during the 1990s or an app during the 2010s). Also, launch to product is Day 0 – most of the value from AI comes over time through optimizations and the power of compounding. New roles will need to be created to manage AI programs, including both technical and non-technical roles. This makes it easy to overstate cost savings. On the plus side, some of these new roles can be filled by displaced managers and senior agents, creating a win for everyone involved. This article is an introduction to a hands-on workshop program designed exclusively for CS leaders at the VP level and above. To learn more about CDI’s suite of workshops offerings, you can contact Ben Taylor ([ben@conversationdesigninstitute.com](mailto:ben@conversationdesigninstitute.com)), CDI’s Global Head of Sales. --- --- title: "Introduction to conversation design: why, what and how" description: "Conversation design is the practice of making AI assistants more helpful and natural when they talk to humans. It combines an understanding of technology, psychology, and language to create human-centric experiences for chatbots and voice assistants. The following articles will give you a better understanding of the why, what and how of conversation design." url: "https://www.conversationdesigninstitute.com/blog/introduction-to-conversation-design" lang: en --- [ All blog articles ](/blog) # Introduction to conversation design: why, what and how Conversation design is the practice of making AI assistants more helpful and natural when they talk to humans. It combines an understanding of technology, psychology, and language to create human-centric experiences for chatbots and voice assistants. The following articles will give you a better understanding of the why, what and how of conversation design. [  ](/expert/jurgen-gravestein) [Jurgen Gravestein](/expert/jurgen-gravestein) Blog Author Sep 19, 2024 5 min. read  ## Chapters [What is conversation design? ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Conversation design fundamentals ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Conversation design process ](#0e4623de-38f8-4d8a-9753-be9d5da20552) [Conversation design strategies ](#b8314e16-0698-449f-b29b-bd57b71845da) [How to steer behavior ](#7fd8933c-9d65-40b9-93c3-3e238ee36912) ## What is conversation design? Artificial intelligence (AI) is becoming increasingly more important in our daily lives. Millions of AI-powered conversations are taking place every day, but how do these AI assistants understand what we’re talking about, and how do they know how to respond? That’s _conversation design_. [Conversation design](/topics/conversation-design) is the art of mediating conversations between people and AI assistants. While the technology that powers them may differ from company to company, the science behind what makes conversations successful goes back all the way to Aristotle. Language is the most powerful tool humanity has ever created, more than 200.000 years ago. ## Conversation design fundamentals As AI assistants, voice assistants and now AI agents become increasingly popular, it is important to understand some of the fundamentals. Sure, we can talk about advanced psychological principles that can be applied when designing for conversational interfaces, but for now, we are sticking to the basics. It’s important to get the fundamentals right so that we can ensure that those billions of users will at least have a good and human-centric experience. A great place to start is Sample Dialogue and learning about the basic conversational structure of acknowledgment, confirmation, prompts. In [conversation design](/topics/conversation-design), sample dialogue is a form of role-play based on a user persona’s likely scenario. It is used to create a low fidelity conversational flow for your [chatbot](/topics/chatbots) or voice assistant. Two people sit back to back from each other. They need to sit back to back because we don’t want any visual communication. When they can’t see each other, they only have their voice to work with. This is perfect for designing conversational interfaces. What you’ll notice is that when we design with our voice, we naturally apply some of the basic principles that guide all conversations: turn-taking, acknowledgements, confirmations, discourse markers, and the importance of clear prompts (i.e. asking the right questions) – and that’s the power of [conversation design](/topics/conversation-design). ## Conversation design process If humans and AI will be living and working together, they need to learn to communicate with each other. This is where conversation designers come in. They create trust between people and AI. If you look at all technological developments in the market today, then you know [conversation design](/topics/conversation-design) is going to be an important job. And it’s not just us saying that. Here’s a clip of Bret Taylor, Chairman of OpenAI and Co-founder of Sierra, talking about the importance of [the role of conversation designer](https://www.youtube.com/clip/UgkxwTo1Jht1prXD1ChHQYHFBwey2TpYEZ9y). Human centricity is at the heart of a good conversational experience. Most AI assistants are being developed by engineers, and they do not always build with the end-user in mind. These experiences often lack so-called ‘human centricity’. There is little empathy and this is causing the user to feel lost and unimportant. It increases the odds of a user dropping out of the experience. That's why we want to focus on a human-centric conversation design process. We want to figure out a user’s doubts, motivations, and relevant context. We want to get to the bottom of this and use it to develop an experience where users feel understood. This builds trust and allows you to take more control of the experience. ## Conversation design strategies Let’s be honest, most [chatbots](/topics/chatbots) and voice assistants kind of suck. They often don’t understand what you say and what you want to achieve. We have all been there. But some brands get it right. They know how to deliver human-centric interactions that help users get their job done when they reach out to the AI assistant. So what do these brands have in common? If they all have access to similar technology, why are some organizations seeing more value than others? The secret: they apply essential conversation design strategies to make their chatbots or voice assistant more helpful, natural, and human-centric. One of the best strategies in [conversation design](/topics/conversation-design) is to make sure that your AI assistant speaks in a consistent tone of voice. To do so, you need to create a persona. This makes your [chatbot](/topics/chatbots) or voice assistant more likeable and more trustworthy. Of course, the personality must make sense for your brand and the way it relates to your users and what they are trying to achieve. ## How to steer behavior through conversation design [Chatbots](/topics/chatbots) and voice assistants can be used for repetitive processes that often can be automated. That is why customer service was the first to adopt chatbots and make them part of their regular operation. However, conversational technology can be applied in many more ways. Think of service, marketing, sales, hr, and even online coaching. From a tech point of view, the implementation is pretty much the same for every use case. But from a [conversation design](/topics/conversation-design) point of view, different rules apply. To figure out how this works, there are two very important models: The Bill Price irritation-value Model and the BJ Fogg Behavior Model. These are frameworks that we teach in [our courses](/courses/), as well as advanced writing and prompting techniques that can be applied to creating more helpful and effective AI assistants for different use cases and applications. --- --- title: "July Open Webinar with COPC Inc" description: "The webinar titled "Scaling AI in CX: Avoiding the Pitfalls and Building for Impact" comes in advance of a brand new course release by CDI and COPC Inc. " url: "https://www.conversationdesigninstitute.com/blog/july-webinar--copc" lang: en --- [ All blog articles ](/blog) # July Open Webinar with COPC Inc The webinar titled "Scaling AI in CX: Avoiding the Pitfalls and Building for Impact" comes in advance of a brand new course release by CDI and COPC Inc. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Jul 2, 2025 4 min. read  ## Chapters [An open webinar and an upcoming course release ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Webinar Synopsis ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Presenter Details ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) [Scaling AI Agents from a CX Perspective Course Release ](#8da40ed0-fab5-4031-b250-27769f45239d) ## An open webinar and an upcoming course release It’s with great excitement that we announce July’s open webinar - **Scaling AI in CX: Avoiding the Pitfalls and Building for Impact** \- with COPC Inc., which is scheduled for **Thursday the 24th of July at 4pm CET.** COPC is a global consulting, training and certification firm focused on improving customer experience operations. In August, Conversation Design Institute and COPC will also be launching a course titled **Scaling AI Agents from a CX Perspective** together, which you can learn more about below. ## Webinar Synopsis Having worked closely together in the development of our upcoming course, **Scaling AI in CX: Avoiding the Pitfalls and Building for Impact** will be delivered by **_Jeff Tropeano_** (EVP of Global Technology at COPC Inc) along with **_Rachel Whitehorn_** (Conversational AI Consultant at CDI). The webinar is designed to give CX leaders and practitioners a concrete framework for planning, designing, and governing AI assistants that deliver real results. Whether you’re working on your first assistant or scaling across markets, this 60-minute session delivers key concepts and common pitfalls that can make or break your initiative. **What attendees will learn:** •A practical overview of the 6 Pillars framework for planning conversational AI •Real-world examples of AI success—and where it went wrong •Strategies for aligning AI with BOTH customer expectations and operational goals •Why many AI assistants never reach scale—and how to fix that **Why attend?** If your organization is pushing AI forward, but you’re unsure how to scale responsibly, you’re not alone. Many teams rush to deploy without building the foundations for long-term success. This webinar shares the core of what COPC and CDI teach in their joint executive course. Expect insights you can use immediately—and a clear sense of what it takes to go further. ## Presenter Details **Jeff Tropeano** Jeff is Executive Vice President of Global Technology Consulting at COPC Inc., where he helps organizations design and scale high-performing customer experience operations. With over 20 years in CX leadership, Jeff specializes in aligning technology with operational excellence—ensuring AI, automation, and digital platforms drive both efficiency and enhanced customer journeys. He has led transformative CX technology implementations across industries, managing global deployments exceeding 3,000 seats and overseeing platform rollouts involving major software vendors. A four-time Stevie Award winner, Jeff advocates for a structured, outcome-focused approach. He brings sharp, real-world insight to AI adoption—emphasizing rigorous planning, metrics discipline, and design that prioritizes both the customer and the employee experience. Expect takeaways grounded in experience, not just theory. **Rachel Whitehorn** Rachel is an experienced [Conversation Designer](/courses/conversation-designer/) who specializes in customer-facing chat and voice experiences for customer service use cases in highly-regulated industries. She is a skilled, business-savvy, human-centric designer who also has extensive experience with data-driven design, thanks to her early career as a customer service analyst. Rachel joined CDI in January 2025 after a contracting at Allstate as Senior Conversation Designer. Prior to that, she served in various [conversation design](/topics/conversation-design) and customer service roles at GEICO. [ WATCH ON DEMAND ](https://learn.conversationdesigninstitute.com/course/scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) ## Scaling AI Agents from a CX Perspective Course Release  Following on from July’s open webinar, COPC and Conversation Design Institute will be releasing **Scaling AI Agents from a CX Perspective** in four instalments from the first week of August into mid-September. The course offers a practical framework for designing, deploying, and scaling AI agents that enhance customer service operations. From vision-setting to continuous improvement, you'll learn how to integrate AI seamlessly into your contact center strategy, without compromising on CX. **What you will learn:** •Why many AI deployments fall short and how to avoid the same mistakes •How to apply the 6 Pillars of AI Planning to scale responsibly •How to align AI strategy with your contact center’s vision, people, and KPIs •What makes user-centric design and bot-to-human handoffs succeed •How to build a culture of continuous improvement for your AI agents •How COPC's performance standards and CDI's [conversation design](/topics/conversation-design) principles work together to drive results **Perfect for those who:** •Lead, design, or manage AI or automation initiatives in contact centers •Are a CX, operations, or digital transformation leader exploring AI strategy •Want a proven planning framework to scale virtual agents across channels •Are responsible for delivering measurable service improvements with AI To access the full course on CDI Academy’s learning platform, you will need to have an **Annual Course Subscription**. This will give you access to all of CDI’s course materials (including our most popular courses like [**Conversation Designer**](/courses/conversation-designer/), [**AI Trainer**](/courses/ai-trainer/) and **The** [**CDI Method Foundation**](/courses/cdi-method/)), Expert Classes, Quizzes and more. With multiple new releases scheduled in the second half of 2025, there’s never been a better time to start learning with CDI. [ SUBSCRIBE TO CDI ACADEMY ](https://www.conversationdesigninstitute.com/pricing) --- --- title: "Learning Path for Building Human-Centred Conversational AI" description: "Across four courses, you’ll learn how to design, build, evaluate, and improve AI assistants using proven conversational patterns and a shared, practical framework." url: "https://www.conversationdesigninstitute.com/blog/learning-path-for-building-human-centred-conversational-ai" lang: en --- [ All blog articles ](/blog) # A Practical Learning Path for Building Human-Centred Conversational AI Across four courses, you’ll learn how to design, build, evaluate, and improve AI assistants using proven conversational patterns and a shared, practical framework. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Feb 9, 2026 4 min. read  ## Chapters [Building Human-Centred Conversational AI ](#362b6a65-7905-4017-9ca1-4d9aabebdef2) [CDI Method Foundation ](#7177b5e1-de12-4989-80cd-328cbc851924) [Conversation Designer 2 ](#93527fca-640c-4d78-9a4d-b60965c7559a) [AI Trainer 1 ](#20e56eb7-77a2-476e-8886-0317fa5682fb) [Skill Set for Conversational AI Teams ](#fbb8690f-37ff-4513-920b-1f59ad0ecb93) [Explore the Courses and Certifications ](#513ace09-0430-4c61-9c0a-f68b93ef4f2e) ## Learning Path for Building Human-Centred Conversational AI [**Conversational AI**](/topics/conversational-ai)has moved from experimentation to infrastructure. Assistants now support customer service, healthcare, finance, internal operations, and decision-making at scale. As these systems become more capable, the skills required to design, train, and govern them have changed. Strong [**conversational AI**](/topics/conversational-ai) is not created by models alone. It is created by people who understand how humans communicate, how systems interpret language, how behaviour is shaped through interaction, and how responsibility must be embedded into design decisions. The **Conversation Design Institute** offers a structured learning path for professionals and teams building [conversational AI](/topics/conversational-ai) in the real world. Our courses focus on practical capability, shared language, and long-term quality, not trends or tools. Together, these four courses cover the essential disciplines behind effective, human-centred conversational systems [ START LEARNING ](https://learn.conversationdesigninstitute.com/course/designing-digital-humans) ## Learning to Design Conversations That Work **Conversation Designer 1** introduces [conversation design](/topics/conversation-design) as a professional practice. It focuses on how structured conversations are planned, designed, and evaluated to meet user needs and business goals. This course is about learning to think in conversations rather than screens. Participants develop an understanding of how users move through conversational experiences, how systems should respond, and how clarity and structure reduce friction. **_Conversation Designer 1_** is ideal for those entering [conversational AI](/topics/conversational-ai), UX writers expanding into [conversational interfaces](/topics/conversational-interfaces), and teams looking to establish shared foundations for quality and consistency. [ Learn Conversation Designer 1 ](https://www.conversationdesigninstitute.com/resources/download/cxd-1-syllabus) ## Designing Behaviour and Assistant Personality As conversational systems grow more sophisticated, design moves beyond flows into behaviour. Conversation Designer 2 focuses on advanced [conversation design](/topics/conversation-design), where psychology, motivation, and persona shape how assistants influence user actions. This course explores how assistants guide, persuade, and support users while remaining ethical and intentional. It addresses the design of personality, tone, and consistency across complex, multi-turn interactions. **_Conversation Designer 2_** is designed for experienced practitioners who are shaping not just what an assistant says, but how it behaves over time and how users experience it emotionally. [ Learn Conversation Designer 2 ](https://www.conversationdesigninstitute.com/resources/download/cxd-2-syllabus) ## Teaching AI Systems to Understand People Even well-designed conversations fail when systems misunderstand users. AI Trainer 1 focuses on the discipline of training conversational AI so it can reliably interpret intent, language variation, and real-world behaviour. This course introduces how [conversational AI](/topics/conversational-ai) systems learn, how performance is measured, and how training decisions affect accuracy and user experience. It emphasises structured thinking, analysis, and iteration rather than guesswork. **_AI Trainer 1_** is suited for analysts, developers, [conversation designers](/courses/conversation-designer/) seeking technical depth, and professionals transitioning into AI training roles. It builds the skills needed to maintain and improve AI systems over time. [ Learn AI Trainer 1 ](https://www.conversationdesigninstitute.com/resources/download/ait-1-syllabus) ## Skill Set for Conversational AI Teams Each course addresses a different layer of conversational AI capability: - [**_Conversation design_**](/topics/conversation-design) **_establishes structure and clarity_** - **_Behaviour design shapes influence and experience_** - [**_AI training_** ](/topics/ai-training)**_ensures understanding and reliability_** - **_Ethics anchors responsibility and trust_** Together, they reflect how [conversational AI](/topics/conversational-ai) is actually built and maintained in production environments. Rather than focusing on tools or platforms, the Conversation Design Institute focuses on transferable skills that remain relevant as technology evolves. ## Check our courses Learn more about our courses and certifications and find the right path for your role or team. [ Explore CDI Courses ](https://www.conversationdesigninstitute.com/) --- --- title: "Managing CS Quality in the new era of AI" description: "This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the second article in a program designed to help customer service leaders develop a realistic, effective AI strategy. " url: "https://www.conversationdesigninstitute.com/blog/managing-cs-quality-in-the-new-era-of-ai" lang: en --- [ All blog articles ](/blog) # Managing CS Quality in the new era of AI This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the second article in a program designed to help customer service leaders develop a realistic, effective AI strategy. [  ](/expert/troy-gedlinske) [Troy Gedlinske](/expert/troy-gedlinske) Blog Author Jan 6, 2025 7 min. read  ## Chapters [Executive summary ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Self-service and perception of quality ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [External vs. internal Quality KPIs ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [How AI can drive your external Quality KPIs ](#f1c1bcb1-4b6d-4247-bc55-9e103144e9a6) [How AI can drive your external Quality KPIs ](#b7cf05b8-cf36-40d2-b406-12668e397b8e) ## Executive summary Over the last fifty years, Customer Service has been altered beyond recognition by new technology. Although there have been hiccups, customers have responded positively overall, especially to self-service options offering them convenience and control. The success of self-service CS changes how customer-obsessed companies think about CS Quality. Fair or not, many customers view even the most successful live CS interaction as a process and/or product defect. That hurts the customer perspective of Quality – no matter what your internal KPIs say. When properly conceived and implemented, an AI-powered assistant is an efficient, effective self-service option: no queueing or phone calls required. This boosts the customer perception of CS Quality as measured by NPS, HMD, DSI, and other external Quality KPIs. AI-powered agents can also boost your SLAs and other internal Quality KPIs, e.g., by allowing you to expand your Hours of Operation (HOOP) without the excessive cost and complexity. This can have a profound effect on CS Quality. ## Self-service and the customer perception of quality Quality is one of the five pillars of CS. As such, it should be a big part of your AI strategy. Although there are many different ways to define Quality within your company, customer-obsessed companies recognize a simple truth:  When it comes to Quality, customer perceptions are the only thing that matters. This has always been true to some extent – even when the only CS options were store visits and snail mail. But over the last fifty years, technology has altered CS beyond recognition: toll-free numbers in the mid-1970s; fax in the 1980s; email in the 1990s. Customer expectations naturally changed with each new technology. Then, with the Web 2.0 internet in the 2000s, a new class of self-service solutions emerged. From FAQs to customer community forums to YouTube videos, customers now have multiple options to solve their own issues without a live CS interaction. This has been a huge boon for customers and companies, and there’s no going back. But from the customer perspective, the benefits of self-service solutions come with a catch:  Today, CS solutions that require a live interaction can hurt customer perceptions of Quality. Fair or not, even a successful CS interaction may be interpreted by the customer as a substantive defect in process and/or product. Even worse, it can signal a misalignment of interests between you and your customers (e.g., when companies require customers to call an agent to cancel a service that they signed up for with just a few taps on their phone). ## External vs. internal Quality KPIs Given the importance of the customer perception of Quality, it helps to organize related KPIs into external and internal perspectives. The external perspective includes two of the most common Quality KPIs: Net Promoter Score (NPS) and How’s My Driving (HMD). One of the advantages of these KPIs is that they are measured via surveys triggered at the end of a customer interaction. This ensures that you’re sourcing your data directly from your customers. A third KPI is Downstream Impact (DSI), which attempts to quantify how CS Quality changes the behavior of customers in a way that benefits your company. DSI is finicky and often derivative of NPS and HMD. But if you focus on specific drivers like Churn Risk and Churn Rate, DSI offers a neat mechanism for quantifying improvements to your programs and processes. Compared to the external perspective of Quality, the internal perspective is less important. But less important does not mean unimportant. For example, one of the most common and useful internal Quality KPIs are Service Level Agreements (SLAs). Although SLAs are (and should be) aligned with your customer and company needs, most companies that accept real-time inbound contacts with human agents typically accept an SLA of 80% to 90% of contacts answered in 60 seconds. Within the context of Quality, SLAs are particularly interesting because of their relationship to Hours of Operation (HOOP). Like SLAs, HOOP varies depending on the nature and scale of your business. However, there is a conventional wisdom about which companies should offer 24/7 HOOP (e.g., global financial services firms, airlines) and which are fine sticking to normal business hours. This conventional wisdom is relevant to our discussion here because it is being disrupted by AI, a point we return to below. ## How AI can drive your external Quality KPIs When properly conceived and implemented, a customer-facing AI-powered agent provides what most (if not all) your customers want: a direct, efficient way to solve a problem when they want to solve it. No getting on the phone, no waiting for a reply, no time or reason to vent on social media. For you, the benefit is a direct boost in customer perceptions of Quality: of your company, your products and services, and the CS processes you have in place. This should drive improvements in NPS and HMD. These improvements should also show up in DSI (e.g. by lowering churn). An AI-powered agent can also boost CS Quality indirectly: - An AI-powered agent frees you to invest more in your human agents, e.g., to give them the time, training, and tools they need to focus on a narrower set of more complex problems. There is nuance here: by definition, complex problems are harder to solve and therefore more stressful for both customers and agents. But the existence of an effective self-service option can provide a “rising tide” to make solving any kind of problem easier. - An AI-powered agent can be designed to facilitate a thoughtful, informative warm handoff to its human counterpart when the problem is too complex for self service. This makes the subsequent interaction between the customer and agent more productive. - Observing how customers interact with AI-powered agents can address common blind spots. For example, some CS Ops teams assume that a self-service interaction is resolved if it doesn’t generate a CS interaction. In fact, customers may abandon a self-service attempt out of frustration, turning instead to Google or Reddit (either to solve their problem or to complain). Unlike interactions with other self-service options, an interaction with an AI-powered agent generates data that can be analyzed. This last example is fascinating because it hints at the kind of insights that are available once you set up feedback loops between AI-powered agents, human agents, and survey results. For example, after a customer and human agent solve an issue, you can use feedback from both to develop and test optimized solutions via an AI-powered agent. You can then use these results to improve both AI and human agents. This is much harder when only human agents are available for testing because even high-performing human agents may be inconsistent from interaction to interaction. Indeed, just improving the consistency of customer experience can boost customer perceptions of Quality. This is where AI-powered agents thrive, because they’re always the same – regardless of geographic location, day of week, or time of day. This eliminates one half of the variability of customer-to-human agent interactions. ## How AI can drive your external Quality KPIs Any success you have using AI-powered agents to improve the customer perception of Quality should improve your internal Quality KPIs as well. This is because most internal KPIs are derivative of external ones. That said, we’d like to call out one very powerful opportunity for using an AI-powered agent to drive internal Quality KPIs directly. To that end, let’s return to SLAs and HOOP. In general, only the largest companies adopt an all-hours, all-channel HOOP, as such an operation requires thousands of human agent hours daily. This generates significant costs and management complexity. But for companies large and small, AI-powered agents allow for the expansion of HOOP (and/or more aggressive SLAs) at a fraction of the cost. This is because AI-powered agents don’t require sleep or time off or time zone management. They do require human management, of course, but that management can occur comfortably within regular company hours. So if you think even a small percentage of your customers would enjoy 24/7 support, an AI-powered agent is worth it – even before considering the benefits to your external KPIs. This article is an introduction to a hands-on workshop program designed exclusively for CS leaders at the VP level and above. To learn more about CDI’s suite of workshops offerings, you can contact Ben Taylor ([ben@conversationdesigninstitute.com](mailto:ben@conversationdesigninstitute.com)), CDI’s Global Head of Sales. --- --- title: "Managing CS Risk in the new era of AI" description: "This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the sixth article in a program designed to help Customer Service leaders develop a realistic, effective AI strategy. " url: "https://www.conversationdesigninstitute.com/blog/managing-cs-risk-in-the-new-era-of-ai" lang: en --- [ All blog articles ](/blog) # Managing CS Risk in the new era of AI This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleagues at CDI. This is the sixth article in a program designed to help Customer Service leaders develop a realistic, effective AI strategy. [  ](/expert/troy-gedlinske) [Troy Gedlinske](/expert/troy-gedlinske) Blog Author Feb 11, 2025 6 min. read  ## Chapters [Executive summary ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [The more things change, the more important managing CS Risk becomes ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Placing new AI risk in the context of existing CS Risk ](#b24059d5-104c-422e-8993-f5c2ad91f4be) [How AI can help you mitigate CS Risk ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [How you can mitigate the risk of AI ](#b20b1915-2ade-4828-b28b-845e8f234f24) ## Executive summary CS Risk is the fifth pillar of CS and arguably the most important. This is because managing CS Risk means managing issues that can negatively affect the other pillars of CS: Quality, Finance, Scale, and Flexibility. Human beings are notoriously bad at managing risk. Fortunately, CS Ops leaders have a range of risk management best practices available to them – no matter how big or small their operation. On top of that, new AI tools are transforming CS Risk management by introducing new tools to manage risk – as well as new risks to manage. Smart, thorough planning remains the best approach for managing CS Risk related to AI. This allows CS Ops teams to collect quick wins today while building up capabilities to succeed in the new era of AI. ## The more things change, the more important managing CS Risk becomes CS Risk is straightforward to define. It’s any potential issue that can negatively affect any of the other four pillars of CS: Quality, Finance, Scale, or Flexibility. Beyond that, things get a little more complicated. For starters, humans are bad at managing risk due to cognitive biases that encourage us to overestimate rare risks and underestimate common ones. Risks also compound, with risk in one CS pillar quickly spreading to others, such as when a CRM system failure blocks customer interactions and leads to missed SLAs and reputational damage. Finally, risks change with time. As we discussed in the second article in this series, CS has changed dramatically since the industry's infancy 60 years ago. Back then, teams were small, interactions were local, communication was slow, and expectations were low. Today, the opposite is true. This revolution in CS has delivered huge benefits to customers and companies alike. But it has also introduced new risks for you to manage – from technology and security risks in the data center to political and weather risks in far away countries. Thanks to AI, CS is being transformed again, introducing both new benefits and risks: from deploying AI improperly to mismanaging expectations among both customers and stakeholders. This makes managing CS Risk both more important, and more complex, than ever. ## Achieving CS Flexibility, from variance to response All CS Risks, and how you prioritize them, vary from company to company, we can organize traditional risks into three categories: - Operational Readiness Risks are risks related to the technology, systems, and processes you’ve implemented as the foundation of your CS Ops. These risks may affect everything from your CRM system to the strategies and processes you use to route contacts to agents with the appropriate skills. - Geographic Risks are risks related to the geographic distribution of your CS teams and systems. Such risks include political, labor, and weather/climate risks unique to where your teams are located. There is also a risk that you’re too geographically concentrated, reducing resilience. - Topology Risks are risks related to how you distribute contacts between different agents based on a variety of factors, such as their location (on shore or off shore, in office or remote). Mismanagement of these risks can undercut the efficiency of your operations and unnecessarily hurt the customer experience. With AI, we must extend these traditional categories of risk with a new one: the risks CS Ops teams face as they embrace, at varying speeds and depths, new AI tools. These CS-specific risks fall into three broad categories: - First Mover Risks occur when CS Ops teams move too quickly with new AI tools that haven’t been proven and/or that they don’t understand. This wastes time and money, creates confusion and disappointment, and stifles future investment. - Late Mover Risks occur when CS Ops teams wait too long to adopt transformative AI technology due an excess of caution or underinvestment. This forfeits quick wins and all the compounding benefits, which in turn hurts competitiveness, recruitment, and morale. - Adaptation Risk occurs when CS Ops teams fail to adapt their legacy strategies to maximize the benefit of AI, e.g., by protecting human agents from being overwhelmed by complex tasks (and difficult customers) that AI-powered assistants can’t handle. Poor adaptation to the existence of new AI tools reduces their ROI. ## How AI can help you mitigate CS Risk If you’ve read any of the previous articles in this series, then you know that we’re huge advocates of AI-powered assistants. When properly planned and implemented, such assistants are the ultimate self-service option for customers because they’re always available, readily scalable, and can be deployed flexibly. Within the context of CS Risk, AI-powered assistants mitigate or even eliminate most common risks associated with the supply of human agents by reducing the demand for them—not just day-to-day, but also in the face of unforeseen challenges. As a result, such assistants can reduce your company’s overall CS Risk profile, giving your team more time and money to focus on other risks. CS Ops teams who are ready for more sophisticated options can invest in AI-powered predictive analytics tools to identify and manage risks. Such technologies can be used to analyze vast amounts of data to detect patterns, predict disruptions, and recommend actions. Practical applications include attrition reduction, security risk detection, and NPS prediction. That said, you should take care when investing in predictive AI tools today. Using them responsibly requires proper oversight to prevent algorithmic bias or reliance on inaccurate data, and in no circumstance should then be used to replace human decision-making. All things being equal, your first CS Ops + AI investment should be in an AI-powered assistant. ## How you can mitigate the risk of AI While there is a lot of focus on the big picture risks of AI to society and human safety, we’d like to close this series by focusing on the more specific AI risks we discuss above. In doing so, we’d also like to highlight the best risk mitigation strategy available to you: proper planning. It’s imperative that your CS Ops team “start smart” with AI. In general, this requires four steps: - Begin with a unified vision for CS Ops + AI. This vision should emerge from a sober, top-down assessment of your current state (business + technology + team). It should also clearly explain the rationale behind investing in AI (costs + benefits). - Define a strategy as a pathway to the unified vision. This strategy should be as comprehensive as possible, with special care taken to define target domains, the customer experience, the required organizational structure, and success metrics. You should resist pressure to do too much, too soon, and with too few resources. - Think very carefully about technology. CS Ops teams should work with their internal technology partners to review the current tech stack and commit to fixing weaknesses, such as poor interoperability, excess cost and complexity, and inattentive vendors. You should also avoid defaulting into a technology or vendor, instead letting the right platform choice emerge from a thoughtful analysis. - Embed ethical AI governance in programs from the beginning. If AI is to become an integral part of CS Ops, you must ensure it aligns with your company’s governance, ethical, and regulatory requirements. Be sure to include AI in your overall risk management framework before you begin implementing it! These steps are really just the first of what’s required to properly plan and execute your AI strategy, then evolve it over time. But we call them out here because they’re also the steps that many CS Ops teams skip in the rush to embrace AI. This introduces risk that you should, and can, eliminate up front. This article is an introduction to a hands-on workshop program designed exclusively for CS leaders at the VP level and above. To learn more about CDI’s suite of workshops offerings, you can contact Ben Taylor ([ben@conversationdesigninstitute.com](mailto:ben@conversationdesigninstitute.com)), CDI’s Global Head of Sales. --- --- title: "May Business Solutions Webinar Series" description: "On the back of a successfully series launch in April, the weekly 30-minute webinars will return in May to explain our core Conversational AI services—Auditing, Consulting, and Team Training & Certification. " url: "https://www.conversationdesigninstitute.com/blog/May-Business-Solution" lang: en --- [ All blog articles ](/blog) # May Business Solutions Webinar Series On the back of a successful series launch in April, the weekly 30-minute webinars will return in May to explain our core Conversational AI services—Auditing, Consulting, and Team Training & Certification. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Apr 25, 2025 3 min. read  ## Chapters [Learn about CDI’s Services ](#5dac0edc-06f8-4d45-84f2-86cdf0dbb4eb) [AUDITING ](#3403b492-6f31-4ad8-91ae-87a3d1cc3f66) [TEAM TRAINING AND CERTIFICATION ](#ee01de53-713d-4199-b65b-c8d8df932341) [Consulting ](#771ed892-ca04-48fc-b0fe-8628aa3cc7a0) [GET IN TOUCH ](#cc21565e-5d5a-46ea-8946-8e1f902e18c7) ## Learn about CDI’s Services We’re excited to be resuming programming our Business Solutions Series, and giving those within enterprises the chance to gain an easy overview from our expert consultants on the range of market leading service offerings CDI provides. The May Business Solution Webinar Series. Starting on Tuesday, May 13th, CDI will run 30-minute sessions once a week, sharing details about Conversation Design Institute’s three core Conversational AI services - [Assessment](/conversational-ai-for-business/assessment), [Team Training and Certification](https://www.conversationdesigninstitute.com/conversational-ai-for-business/team-training-and-certification), and [Consulting](https://www.conversationdesigninstitute.com/conversational-ai-for-business/consulting). These live sessions are run by our own consulting experts for the benefit of stakeholders looking for support in building world class conversational AI. These May sessions will be delivered on the following schedule: **Tues 13/05 - Auditing, 3pm CET** **Tues 20/05 - Team Training and Certification, 3pm CET** **Tues 27/05 - Consulting, 3pm CET** You can register to attend each of these sessions following the links below: ## Auditing  [ LEARN MORE ](https://hubs.ly/Q03LF-mC0) ## Team Training and Certification  [ LEARN MORE ](https://hubs.ly/Q03LKVlX0) ## Consulting  [ LEARN MORE ](https://hubs.ly/Q03LKWBv0) ## Get it Touch If you are interested in discussing procuring any of these solutions for your enterprise, please reach out to CDI’s Global Head of Sales Ben Taylor, on **ben@conversationdesigninstitute.com** --- --- title: "My Predictions for Conversation Design: 2026 and Beyond" description: "Explore the future of conversation design by 2026, focusing on evolving roles, adaptive UIs, and the rise of swarms and agentic systems, essential for enhancing user experiences in the AI era with CDI and Anne Cantera." url: "https://www.conversationdesigninstitute.com/blog/predictions-for-conversation-design-2026-and-beyond" lang: en --- [ All blog articles ](/blog) # My Predictions for Conversation Design: 2026 and Beyond Explore the future of conversation design by 2026, focusing on evolving roles, adaptive UIs, and the rise of swarms and agentic systems, essential for enhancing user experiences in the AI era with CDI and Anne Cantera. [  ](/expert/anne-cantera) [Anne Cantera](/expert/anne-cantera) Blog Author Jan 8, 2026 6 min. read  ## Chapters [Introduction ](#67812710-ed05-4dc3-aee9-e951be924216) [The Misconception We Need to Address ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Prediction: Jobs Aren't Disappearing, They're Transforming ](#5766171b-8852-4034-9054-a976c31c5f71) [Prediction: Conversation Designers Will Lead in Adaptive UI ](#b0ef4297-be70-4410-999f-abfcf87e425c) [Prediction: Swarms and Agentics Will Be the Next Frontier ](#fa6e5709-4c1a-4ce0-864f-cb3e934235e0) [Prediction: Optimization Will Become Exponentially More Complex ](#130999e3-6651-4337-b5aa-34de456a58d9) [Prediction: The Transition Timeline and Where We're Headed ](#30af5f91-9f5f-4339-a863-fddcdeb64d68) [What Conversation Designers Need to Do Now ](#23104c34-2733-4677-bb2f-7485e9e11823) [The Bottom Line ](#37fbc1bc-baeb-4d09-abf4-03bf43b61dd4) ## Introduction As we look toward 2026 and beyond, I see several major shifts coming that will fundamentally change [conversation design](/topics/conversation-design) and how we work as [conversation designers](/courses/conversation-designer/). These aren't just incremental improvements. These are the changes that will reshape our field. ## The Misconception We Need to Address Let me be clear about something: people saying LLMs can replace conversation designers? That's laughable. I think people who say that don't know what conversation designers do. If all we did was write verbiage they may be right, but that's just the tip of the iceberg. Conversation designers do very different work from company to company, which makes our role harder to define and easier to misunderstand. That's exactly why upskilling and understanding where this field is heading isn't optional anymore. It's essential. _CDI’s take: Conversation Design is a rapidly evolving space, and that means the role of Conversation Designer is moving too. What is becoming clearer than in previous years is that actively designing the interaction between human and AI is more critical than ever - precisely because LLM’s are powerful, yet unpredictable._ ## Prediction: Jobs Aren't Disappearing, They're Transforming I've watched [IVR](/topics/ivr) systems get converted to AI. The jobs didn't disappear. They transformed. And the people who saw it coming? They're the ones getting hired now. The [conversation design](/topics/conversation-design) work isn't going away. It's evolving into more specialized, more technical, and frankly more interesting roles. Here's where I see the titles going: **Knowledge Engineer** will be a title of the future. This is about structuring how knowledge is organized for AI, flows, taxonomies, intents, knowledge graphs. UX designers already create information architecture for apps and sites, this is information architecture for AI knowledge systems. **Model Designer** is essentially designing the behavior of the model, defining how an AI model should behave in a product, tone, risk boundaries, consistency. This is designing the behavior of the model, akin to interaction design. Works closely with researchers. **AI Orchestration Designer** is the big one. This is designing how multiple AI agents, tools, and systems coordinate to solve complex user tasks, the traffic controller for AI. UX designers think in systems and flows, this role is about mapping orchestration patterns, handoffs, escalation, tool use into usable experiences. **Multimodal Designer** creates interactions that combine chat, voice, gesture, and visuals powered by AI. UX/UI designers are already skilled at multimodal thinking, this is the natural evolution. I don't think conversational design is going away. I think it's going to evolve over time. _CDI’s take: Although role terminology hasn’t caught up with the rapidly changing space, we fully agree that Conversation Designer is no longer a narrowly defined role. It touches on different capabilities - which is actually great, because it allows people to follow their expertise._ ## Prediction: Conversation Designers Will Lead in Adaptive UI First: what is adaptive UI? Adaptive UI is an interface that automatically adjusts to each user’s needs, and it’s amazing because it makes everything easier, faster, and more personal.Here’s a clearer, more polished version: “Here’s something that might surprise traditional UI/UX designers: [conversation designers](/courses/conversation-designer/) may actually build adaptive UI faster, because the workflow is much closer to what they already do.” What's interesting about adaptive UI is that it's a bridge between now and when we get closer to “zero click Internet”. It is something we're going to see take off in the next few years. Most people haven't even heard of adaptive UI at this point, and basically what it is is the interface of the page builds itself based on your data and your history and your patterns and your inputs at the time and builds itself around what should potentially be the best possible experience. Designing adaptive UI, if you've done conversational design, isn't a stretch, but if you've only done UI design or UX design, it will be a new skill set. We're already thinking about dynamic flows, context switching, personalization, and handling ambiguity. That's exactly what adaptive UI requires. ## Prediction: Swarms and Agentics Will Be the Next Frontier Now let's talk about what's really going to change the game: swarms and agentic systems. I think designing orchestration will be the big one, as well as optimization expertise. Swarms are complex. There's the queen bee and the agents and they all have jobs to do and relationships to each other like any other team. All of that will need optimizing. _CDI’s take: Multi agent or collaborative setups are indeed becoming a powerful trend. And once you understand how LLM’s and particularly RAG agents work, you will understand why it’s a good idea to define different sub-expert agents to solve customer needs. Even if, to the customer, it is invisible that they are being helped by a collection of domain experts. Swarms refers to a further step into an almost free-form collaborative space, by allowing simple, similar agents that follow basic rules to create a collective intelligence. Akin to ants or bees in nature._ ## Prediction: Optimization Will Become Exponentially More Complex I don’t think the pre-swarm stage of optimization has fully matured yet, but once we’re optimizing actual swarms, things will become far more interesting, complex, and demanding. Right now, we're still figuring out how to optimize single agent experiences. But when you're dealing with multiple agents working together, the optimization problem explodes in complexity. You're not just optimizing one conversation flow, you're optimizing an entire system of conversations that need to work in concert. This is where conversation designers with technical depth will thrive. Understanding how to measure success across multiple agents, how to identify bottlenecks in orchestration, how to optimize for both efficiency and user experience, that's the expertise that's going to be in high demand. _CDI’s take: in the age of GenAI/LLM’s it’s easier than ever before to spin up an agentic solution that’s 90% there. But a huge part of the effort is now being spent getting that last 10% in order. It’s a radical shift from the way we used to design and build declarative solutions, but it is revealing that overall, there is the same amount of effort involved in producing a best in class solution. And, optimization is where it’s at!_ ## Prediction: The Transition Timeline and Where We're Headed People keep asking me the same question: "What happens to conversational design jobs when AI gets better?" I understand, but the better question is: "What happens to conversational design during the AI evolution?" Because that's where we are and it's going to take years. **Right now we're in the hybrid hell phase.** Companies are retrofitting conversational AI onto click-based apps and both experiences are mediocre. Jobs are available for fixing broken hybrid interfaces, [conversation design](/topics/conversation-design) retrofits, AI experience designers, it's a vague title but there's real demand. **In 2 to 4 years, voice-first becomes default, screens become fallback.** Navigation dies, prediction takes over. Jobs shift to [conversation designers](/courses/conversation-designer/), prompt engineers for UI, multimodal experience designers, failure mode specialists. **In 4 to 7 years we'll see the new specializations.** Ephemeral UI design, interfaces that appear only when needed. Context-aware prediction systems. Personal AI customization. New roles like AI personalization designers, serendipity engineers, yes really, verification UX specialists, and orchestration designers managing complex agent swarms. _CDI’s take: We applaud Anne’s bold predictions. Conversational AI is a rapidly evolving field and we are both curious about and fascinated by the developments in the market. By keeping our finger on the pulse of change, we strive to keep our students and clients ahead of the field!_ ## What Conversation Designers Need to Do Now The designers surviving this aren't the ones with the best chatbot portfolios. They're the ones who understand how conversation fails differently than clicks, can design for ambiguity not binary actions, know when a form beats a chatbot, get comfortable with AI as a design material. You may not need to learn to code but you need to learn the branches of AI, how they work in design. Be able to be multimodal designers and understand systems and how they work. ## The Bottom Line In regard to design, I think the word AI design is not going to stick. I think AI is going to taper off being in the headline and just sort of be. I think a lot of people are predicting that, that's nothing groundbreaking. What is groundbreaking is understanding that conversational design is evolving into something more specialized, more technical, and more essential than ever before. The LLM can generate text. It cannot design the system that text lives in. It cannot design the orchestration of multiple agents. It cannot optimize for user experience across complex workflows. It cannot make the strategic decisions about when to use conversation and when to fall back to UI. That's our work. And there's more of it coming, not less. I'll say it plainly, I've watched IVR systems get converted to AI. The jobs didn't disappear. They transformed. And the people who saw it coming? They're the ones getting hired now. The question isn't whether conversational design has a future. The question is whether you're preparing for what that future actually looks like. _CDI’s take: We couldn’t agree more with this powerful conclusion. Conversation design is here to stay as Conversational AI really starts to deliver on its promise: an interaction between human and machine using our preferred method of communication: language._ --- --- title: "How Universities Can Prepare Students for an AI Workforce" url: "https://www.conversationdesigninstitute.com/blog/preparing-students-for-an-agentic-ai-workforce" lang: en --- [ All blog articles ](/blog) # Preparing Students for an agentic AI Workforce Demand for AI talent has grown fivefold in just one year, with job postings requesting AI skills increasing by 2,000 per cent. Meanwhile, 74 per cent of employers struggle to find skilled talent and demand will outpace supply by two-to-four times through at least 2027\. Your students are about to graduate into a workforce where 40 per cent of core skills will change by 2030, and they're asking you for help. [  ](/expert/peter-thomas) [Peter Thomas](/expert/peter-thomas) Blog Author May 11, 2026 7 min. read  ## Chapters [The Skills Gap Students Are Walking Into ](#8f7348bb-fd26-4bac-892b-248d1ac476a4) [The Credibility Problem ](#b416c8ba-af19-42c0-933e-b20487117c33) [What Students Actually Need to Learn ](#7cb5ba72-19de-4ecf-92cd-b898595362e6) [The CDI Solution: Industry-Grade Training for Academic Settings ](#f832da8d-f74e-4d4d-be66-d1cffb5cd80f) [Building AI-Ready Graduates ](#e1cbbd4f-f9ed-4b55-9237-ea76694f942a) [The Choice Every University Faces Now ](#feed7d9b-63f7-4eb2-804e-177574878ccb) ## The Skills Gap Students Are Walking Into Nearly 628,000 job postings in 2024 demanded at least one AI skill and workers with AI skills command a 56 per cent wage premium. By 2030, companies expect to spend $42 billion annually on generative AI projects. But this isn't just about technical roles. The World Economic Forum found that 45 per cent of employers now deem AI and big data skills "core" across their organisations, with nearly 90 per cent reporting rising importance. AI demand spans broad occupational categories, including roles requiring only a high school diploma. Your students recognise this. It would be hard not to. Half of 2024 graduates plan to develop new AI-related skills. They're asking for help with Conversational AI design, responsible AI use and prompt engineering. These are practical skills for navigating a workforce where AI is as fundamental as email. ## The Credibility Problem I've had this conversation with many university leaders. They want to add AI courses to their curriculum. They recognise it's what students need, what employers demand, what differentiates their institution. But they're acutely aware of the gap between aspiration and capability. Universities are on a learning curve just like everyone else. The difference is that students are paying to be ahead of that curve, not on it. They expect their education to prepare them for the workforce they'll enter, not the one you're still trying to understand. This creates an opportunity that most universities haven't recognised: the same frameworks, methodologies, and capabilities that make your internal AI effective are precisely what students need to learn. You don't need separate initiatives. You need integrated ones. ## What Students Actually Need to Learn Most AI education gets it wrong. Universities add courses on Python programming, machine learning algorithms, deep learning theory. Valuable for data science students, but for most graduates - in business, the arts, healthcare and education - these miss the mark. What they need are practical Conversational AI competencies: designing effective AI interactions, working within ethical frameworks, building and improving AI assistants, and navigating enterprise AI deployment realities. Why do 70-80 per cent of AI projects fail? What organizational capabilities are required? These strategic questions matter to every graduate entering today's workplace. ## The CDI Solution: Industry-Grade Training for Academic Settings CDI's approach to student education isn't about dumbing down enterprise training or creating academic theory disconnected from practice. It's about providing the same rigorous, industry-recognised training that professionals use but packaged for educational institutions. Our comprehensive course catalogue covers the art of designing conversations, what it takes to become a successful conversational AI professional, how to train language models, and how to improve AI agents' performance. Critically, these courses include lectures, hands-on exercises, tests, and downloadable resources. Students don't just learn concepts: they build portfolio projects they can show employers. They earn industry-recognized certifications that carry weight beyond campus, validated by an organisation that works with global brands and maintains a community of practicing professionals. ## Building AI-Ready Graduates Employers aren't looking for graduates who've checked a box saying they took an AI course. They're looking for people who can actually work alongside AI, improve AI systems, design AI that strengthens rather than weakens customer relationships. CDI provides credible, industry-recognized validation of these capabilities. When a student lists a CDI certification on their CV, employers know exactly what they're getting: someone trained in the frameworks and methodologies used by leading organisations worldwide, someone who understands not just how to use AI tools but how to deploy them effectively within enterprise contexts. This matters because the AI skills gap isn't just technical—it's strategic. Organisations need people who can bridge the gap between technology and business outcomes, between AI capabilities and customer needs, between vendor promises and organizational realities. That's precisely what CDI's education-first approach delivers. ## The Choice Every University Faces Now You can develop AI curriculum from scratch, hiring faculty who themselves are learning as they go, creating programmes that lag industry practice by years. Or you can partner with an organisation that has systematised what works through thousands of enterprise implementations and 8,000+ certified professionals. You can offer generic AI courses that leave graduates uncertain whether they're actually ready for the workforce. Or you can provide industry-recognised certifications that employers immediately understand and value. The AI workforce revolution is happening now. Half your graduates are already planning to upskill in AI. The question is whether they'll get that education from you, or whether they'll graduate and immediately seek it elsewhere, wondering why their degree didn't prepare them for the reality they're facing. At CDI, we've built the comprehensive, industry-grade AI education specifically designed for academic institutions. We've made it flexible, affordable, and integrated with existing systems. We've proven it works both for universities improving their own AI and for students launching AI-ready careers. The students entering your institution this year will graduate into a workforce where AI literacy is assumed, not exceptional. Your choice is simple: prepare them credibly, or watch them struggle while competitors' graduates thrive. **Ready to prepare your students for AI-driven careers?** Learn about CDI's [student training and certification programmes](/conversational-ai-for-higher-education/). Contact us to discuss custom solutions for your institution: [peter@cdi.cx](mailto:peter@cdi.cx) --- --- title: "10 Things to Consider When Scaling from Chat to Voice" url: "https://www.conversationdesigninstitute.com/blog/seamly-the-10-things-you-need-to-consider-when-scaling-from-chat-to-voice" lang: en --- [ All blog articles ](/blog) # The 10 Things You Need to Consider When Scaling from Chat to Voice In this article, the team at Seamly shares what actually changes when scaling a conversational system from chat to voice, outlining the key design and technical considerations teams need to address when moving from visual interfaces to real time voice interactions. [  ](/expert/endre-davids) [Endre Davids](/expert/endre-davids) Blog Author Mar 10, 2026 8 min. read  ## Chapters [When Scaling from Chat to Voice ](#67812710-ed05-4dc3-aee9-e951be924216) [1\. Bounded responses and LLM guardrails ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [2\. Streaming and real-time processing ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [3\. Filler audio ](#4dd6723f-20e9-4d3e-9168-d0f38bf3db98) [4\. Barge-in and interruption handling ](#0d51a192-9d73-4456-9a62-646068ab5151) [5\. End-of-utterance detection ](#dcb7ed77-c0c2-4205-86c2-05334f66524a) [6\. Fallbacks for missing or unclear Input ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) [7\. Repair handling and self-corrections ](#5da7b5f8-a6d5-44cc-8283-35ebf31020b8) [8\. Choosing the right STT and TTS models ](#20cb4026-686c-4b30-a003-c10bb0e37723) [9\. Accents, dialects, and language variation ](#4181284e-361f-4d5b-9d7f-3299fe3df10d) [10\. Pre- and post-processing ](#bb254eb9-1d8b-43b7-b478-ad49a5a60712) [The bottom line ](#b58e5bbf-c0c3-4616-85a0-d693e1ed4278) ## The 10 Things You Need to Consider When Scaling from Chat to Voice There is a common misconception that scaling from chat to voice is a simple transition. People assume you only need to connect Speech-to-Text to an existing chatbot and deploy it across a phone line. That assumption underestimates how fundamentally different voice interactions are from visual ones. Chat is visual and often asynchronous. Users can scroll, reread messages, skim for key details, and process information at their own speed. Conversation designers can use formatting, buttons, and layout to guide users through the flow. Voice has none of these advantages. Voice is auditory and happens in real time. Once a word is spoken, the information must be held in the user’s memory. Users cannot scan an answer or easily go back to something they did not fully understand. It is also important to clarify one architectural difference from the start. Scripted, deterministic bots behave very differently from AI- or LLM-driven bots. Scripted bots follow predefined flows and return fixed responses, which makes them predictable. AI-driven bots generate responses dynamically. This introduces variability in latency, response length, and possible failure modes. Most of the considerations below apply to both types of bots, but they become more critical, and more complex, when generative AI is involved. Scaling a chatbot to a voicebot requires deliberate changes in conversation design, speech processing, and system architecture. Below are ten key considerations that show what this shift means in practice.  ## 1\. Bounded responses and LLM guardrails Spoken information is linear, requiring users to consume information in the exact sequence it is delivered. If a response is too long or poorly structured, it becomes hard to follow, and the listener cannot easily recover. That is why voice responses must be intentionally limited. They should be shorter than chat responses and focus on one idea at a time. For LLM-based voicebots, this becomes even more important. Scripted bots are naturally limited because their responses are predefined. LLM-driven bots generate text dynamically, which increases the risk of long answers or subtle hallucinations. In chat, users can compensate by rereading or scanning. In voice, they cannot. Effective voicebots therefore need clear guardrails. This includes strict limits on response length, vocabulary constraints, and fallback strategies when model confidence drops. ## 2\. Streaming and real-time processing Voice interactions come with an expectation of speed. Callers expect feedback within fractions of a second. Even small delays can feel long. Streaming allows systems to process and respond to speech step-by-step, rather than awaiting the complete transcription of a full sentence. Scripted bots often respond quickly because the output is already defined. AI-based bots benefit greatly from streaming because it reduces perceived thinking time and creates a more natural rhythm. Real-time processing is not just a technical optimization. It is essential for making voice interaction feel smooth and human. ## 3\. Filler audio Even with streaming, delays will sometimes happen. Backend calls, complex reasoning, or temporary slowdowns can create short moments of silence. In chat, users usually tolerate these delays. In voice, silence is much more noticeable and is often seen as a system failure. Filler audio helps solve this. Short phrases such as “let me check that” or subtle acknowledgement sounds reassure users that the system is still working. Especially in AI-driven bots, where response times can vary, filler audio is an important safeguard when streaming alone cannot fully hide delays. ## 4\. Barge-in and interruption handling Human conversations are not strictly turn-based. People interrupt, clarify halfway through a sentence, change direction, or respond before the other person has finished speaking. A voice system that cannot handle this feels unnatural and frustrating. Barge-in functionality allows the bot to stop speaking as soon as the user starts talking. Without it, the system keeps talking while the user is already responding. This creates overlap, confusion, and breaks the flow. The longer the response, the worse this becomes. Good interruption handling requires tight coordination between audio playback and speech detection. The system must stop speaking immediately and correctly interpret what the user said during the interruption. It also needs to decide how that new input changes the current flow. ## 5\. End-of-utterance detection Knowing when a user has finished speaking is harder than it seems. In chat, pressing “enter” clearly marks the end of a message. In voice, the system must detect that boundary using timing, acoustic signals, and speech patterns. If the system decides too early, it cuts the user off mid-sentence. If it waits too long, awkward silence or overlapping speech occurs. Both situations disrupt the natural rhythm of the conversation. Accurate end-of-utterance detection is essential for smooth turn-taking. Without it, even well-designed dialogue flows feel mechanical. ## 6\. Fallbacks for missing or unclear Input Beyond detecting when someone stops speaking, the system must also decide whether the utterance is complete and actionable. Callers often provide partial information, vague answers, or responses that do not match the expected format. They may answer only part of a question, skip an important detail, or say something ambiguous like “**_the usual one_**” or “**_sometime next week_**.” Background noise or unclear pronunciation can also lead to low-confidence recognition. Voice systems therefore need clear fallback scenarios for incomplete or unclear input. This can mean asking targeted follow-up questions, confirming specific details, narrowing down options, or rephrasing the original question. The goal is not to repeat the same prompt, but to guide the user toward giving the information needed to move forward and resolve ambiguity. ## 7\. Repair handling and self-corrections Spoken language is rarely perfect. People correct themselves, restart sentences, or change their intent while speaking. A voicebot must recognize and handle these self-corrections without losing context. If every correction forces the system to restart the flow, the experience quickly becomes frustrating. Handling repairs requires alignment between speech recognition, intent detection, and dialogue state management. The system must reinterpret partial or updated input dynamically. Designing for voice means designing for the natural messiness of human speech. ## 8\. Choosing the right STT and TTS models Speech-to-Text (STT) and Text-to-Speech (TTS) providers differ in latency, language support, and audio processing quality. These differences directly affect how users experience the interaction. In real telephony environments, users are rarely in perfect acoustic conditions. Background noise, echo, line distortion, and microphone quality all influence recognition accuracy. Some STT engines perform better in noisy environments or handle speech variation more effectively. Choosing the right model means testing under realistic call conditions, not only looking at benchmark scores. In many cases, additional processing is needed to clean transcripts, remove artifacts, or improve downstream intent detection. These adjustments are crucial for stable production performance. ## 9\. Accents, dialects, and language variation Spoken language is diverse. Accents, dialects, informal phrasing, and pronunciation differences are normal. This variation affects recognition accuracy and, as a result, understanding and response quality. Systems must be designed and tested with linguistic diversity in mind. Otherwise, certain user groups may experience lower performance. Supporting language variation is not just an enhancement, it’s a fundamental requirement for scalable voice deployments. ## 10\. Pre- and post-processing Voicebots work with raw audio, while backend systems expect structured data. Bridging this gap requires transformation steps before and after the core conversation logic runs. Pre-processing can include audio conditioning, signal enhancement, or identity verification. These steps improve input quality before it reaches speech recognition and intent detection. However, much of the hidden complexity in voice systems appears in post-processing. Spoken input rarely comes in a clean format. Users may dictate postal codes with pauses or in a way that is normal in spoken language but not in text, repeat digits, or express numbers in non-standard ways. Even when STT performs well, the raw transcript often needs normalization before backend systems can use it reliably. Post-processing focuses on resolving ambiguity, standardizing time expressions, structuring spoken numbers, and converting natural language into precise, machine-readable values. Without normalization, even correctly recognized speech can fail when passed to business logic that requires exact formatting. ## The bottom line Scaling from chat to voice is not just about adding a speech layer to an existing bot. Voice changes the rules of interaction. It introduces real-time constraints, turn-taking dynamics, acoustic variability, and the challenge of translating unstructured speech into precise data. Design patterns that work in chat often break in voice. Responses must be shorter and carefully controlled. Interruptions and ambiguity need explicit handling. Spoken input must be normalized before backend systems can reliably act on it. When AI models are involved, variability increases, which makes guardrails and orchestration even more important. The good news is that moving to voice does not mean replacing your current chatbot stack. The core logic can often stay the same. What changes is the surrounding layer: how speech is captured, constrained, interpreted, and turned into structured output. If you want to explore these topics in more detail, including architectural patterns, real-world examples, and practical implementation choices, join our upcoming webinar on **_Tuesday, May 19, 2026 4 PM CET._** We will break down these components and show how to scale from chat to voice in a structured and reliable way. [ Register Here ](https://us02web.zoom.us/webinar/register/WN%5FOEqGxDTiSaGbctD05fdvZA#/registration) --- --- title: "Stakeholder Management in Conversational AI" description: "Success isn't just about building sophisticated chatbots, virtual assistants or AI agents. It's also about fostering relationships across the enterprise. As Conversational AI teams work to deploy solutions that touch everything from customer service to internal operations, effective stakeholder management becomes a critical muscle to train." url: "https://www.conversationdesigninstitute.com/blog/stakeholder-management-in-conversational-ai" lang: en --- [ All blog articles ](/blog) # Stakeholder Management in Conversational AI Success isn't just about building sophisticated chatbots, virtual assistants or AI agents. It's also about fostering relationships across the enterprise. As Conversational AI teams work to deploy solutions that touch everything from customer service to internal operations, effective stakeholder management becomes a critical muscle to train. [  ](/expert/jurgen-gravestein) [Jurgen Gravestein](/expert/jurgen-gravestein) Blog Author Jan 15, 2025 3 min. read  ## Chapters [The challenge of stakeholders management ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Building trust within the organization ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Conclusion ](#0e4623de-38f8-4d8a-9753-be9d5da20552) ## The challenge of stakeholders management Unlike traditional software projects, Conversational AI initiatives typically involve an unusually wide range of stakeholders. You're not just dealing with IT and business units, you're coordinating with: • Customer Service teams who understand user pain points • Legal departments concerned about compliance and risk • Marketing teams focused on brand voice and user experience • Operations teams worried about integration and maintenance • Business units seeking specific outcomes and ROI • Executive leadership requiring strategic alignment Each of these stakeholders brings their own perspectives, priorities, and potential obstacles to the table. Sometimes your team will face resistance. Stakeholders may fear automation will replace jobs. Others might have unrealistic expectations about AI capabilities, either overestimating or underestimating what’s possible. Overcoming these obstacles lies in having crucial conversations early and often. For example, when customer service representatives express concerns about losing their job to AI, it’s useful to explain that the goal is not to fully automate every conversation. Chatbots are great at handling routine queries that are tedious and repetitive for human agents, and with the help of Conversational AI we free up time for them to focus on more complex, rewarding interactions: a win/win for both the agent and the consumer. ## Building trust within the organization Of course, stakeholder management is all about trust. This means you’ll have to invest time and resources to build a relationship with the most important stakeholders within your organization. Here are some ways to do that: • Start with a clearly-scoped project that makes it easy to demonstrate value, then use these successes to build momentum for larger initiatives • Keep different stakeholder groups informed and engaged • Establishing your team as thought leaders in both technical and business aspects of Conversational AI • Share insights, case studies, and industry trends that help stakeholders understand the bigger picture For different stakeholder groups, you might want to focus on different things. For finance, focus on ROI and cost savings. For operations, emphasize efficiency gains. And for customer service, highlight quick response times, satisfaction scores, and the ability to handle peak hours. ## Conclusion To sum up, building great AI assistants is half the work. Technical and operational excellence alone isn't enough. Success requires strong stakeholder relationships across the enterprise. By investing time in understanding stakeholder needs and building political currency, Conversational AI teams can create the support network they need to deliver transformative solutions. Remember, every stakeholder interaction is an opportunity to build trust and demonstrate value. --- --- title: "Lectures at the Amsterdam University of Applied Sciences" description: "How do you inspire and engage people who have grown up with conversational interfaces all around them? Do they already know way more than we can tell them?" url: "https://www.conversationdesigninstitute.com/blog/teaching-the-next-generation-of-conversation-designers" lang: en --- [ All blog articles ](/blog) # Lectures at the Amsterdam University of Applied Sciences How do you inspire and engage people who have grown up with conversational interfaces all around them? Do they already know way more than we can tell them? [  ](/expert/jasper-klimbie) [Jasper Klimbie](/expert/jasper-klimbie) Blog Author Sep 11, 2024 3 min. read  ## Chapters [Guest lectures for students ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Smart questions ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Real client, real solutions ](#41b82923-11a9-4830-be80-f75d460fcb5a) ## Guest lectures for students Together with my colleague Jurgen Gravestein, I had the privilege of doing two guest lectures at the [Amsterdam University of Applied Sciences](https://www.amsterdamuas.com/). We shared our view on the current landscape of conversational AI - from the existing NLU based corporate chatbots all the way through to examples of [generative AI](/topics/generative-ai-and-llm) powered ‘social companions’. Highlighting successes and failures alike – from ChatGPT to the Humane Pin and Rabbit R1. Tellingly, almost the entire group felt really uneasy watching the advert for the forthcoming ‘Friend’ digital assistant. An interesting insight, as it would seem that this group is almost exactly the target demographic! In all, our audience of first year Smart Media students proved eager to learn how AI is reshaping the way we design digital interactions, what the future of [conversation design](/topics/conversation-design) looks like, and how to get started in the field – be it as a [conversation designer](/courses/conversation-designer/), [AI trainer](/courses/ai-trainer/), prompt engineer or consultant. We know the demand is there, as the Smart Media program has grown from 14 first year students three years ago to more than 100+ bright minds this year. ## Smart questions The students posed some thoughtful questions, ranging from curiosity about both bias and censorship in [generative AI](/topics/generative-ai-and-llm), to what a day in the life of a [conversation designer](/topics/conversation-design) looks like. We were impressed with the ease with which they grasped conceptual ideas around the abilities and limitations of generative AI. They seemed most fascinated by the central tenet that a generative AI itself has no concept of factual correctness. An issue that we in the field have come to recognize poses the greatest challenge to the practical application of LLMs for business purposes. Perhaps it is this very generation of bright young minds that will find a solution – rather than a work-around – to this challenge! ## Real client, real solutions The guest lecture formed the start of a 10-week program, where students have to work with real clients and design real solutions, led by their amazing HvA teachers. Students have also received access to the course material of Conversation Design Institute and can gain a certificate of completion at the end of the 10-week program. It was an honor to educate and inspire a new generation of designers. It sure looks like the future of [conversation design](/topics/conversation-design) is in good hands. You want to grow in the field of conversational AI and expand your skills? Join our academy, become part of our vibrant student community and learn from our experts 1:1. --- --- title: "The Hidden Sound of Trust" description: "Trust isn't just built through words. In voice AI, tone, rhythm, and pronunciation shape every interaction, making acoustic design as important as the conversation itself." url: "https://www.conversationdesigninstitute.com/blog/the-hidden-sound-of-trust" lang: en --- [ All blog articles ](/blog) # The Hidden Sound of Trust Trust isn't just built through words. In voice AI, tone, rhythm, and pronunciation shape every interaction, making acoustic design as important as the conversation itself. [  ](/expert/cindy-cardol) [Cindy Cardol](/expert/cindy-cardol) Blog Author Jul 2, 2026 4 min. read  ## Chapters [The Hidden Sound of Trust ](#bd8cae3b-5d32-4701-b9ce-b423a257909f) [Shauna Griffin ](#646fc068-d5dc-48df-95ce-c93ce1c265df) [1\. Uncanny feeling ](#ae7ff583-d274-4030-81d8-fc82071c9e5d) [2\. The phonetic audit ](#9c182c60-9b9a-48fb-9a95-b178ae762bf2) [3\. Pick the right voice ](#b83c089f-ec51-4ec9-a9a7-c7bf43e0a1ea) ## The Hidden Sound of Trust Now that we are completely immersed in the era of Large Language Models and Agentic AI, our industry needs to redefine what 'good' actually looks like. It’s no longer just about checking a box to see if a bot successfully used an API, matched the golden' answer, or retrieved the correct data. It’s about comprehensive, continuous testing to ensure these systems respect human social dynamics. Because even in this new era, conversational quality and trust are non-negotiable. It was exactly this human-first mindset that echoed through the beautiful, historic arcades of the Museu Marítim during the Beyond Boundaries Festival in Barcelona (April 28–30). Inspired by those sessions, I’ve written a series of blog posts capturing the keynotes that best define this new era of AI. ## Shauna Griffin [Shauna Griffin](https://www.linkedin.com/in/shauna-griffin/), director of product at Rasa, focused her keynote entirely on the acoustic, audio-first side of voice agents. Since I am working on a voice project at the moment, I was all ears. Shauna shared that right now, as a conversational industry, we spend about 95% of our time focusing on text. We obsess over prompt engineering, fine-tuning, and writing the perfect scripts. But if you are building a voice agent, the text is only half the battle. Let’s zoom into that. In speech, _how_ something is said matters just as much as _what_ is said. Intonation, rhythm, phrasing, and emphasis carry a lot of social meaning. When we evaluate voice systems through the Conversational Capital framework, Shauna's keynote proved that a text-perfect LLM response can still damage your Trust Ledger if the vocal performance fails. Here are my main takeaways from this ‘ear-opening’ keynote: ## 1\. Uncanny feeling A few years back, conversation designers spent hours tweaking words or part of words just to make sure it was pronounced correctly by the text-to-speech engine. I remember having to spell certain words in the weirdest, more unnatural ways just to trick the system. It was far from efficient. Back then, we couldn’t really choose a customer voice, we were limited to basic gender options and we had zero control over the tone. Shauna dived into the fascinating mechanics of modern, generative Text-to-Speech (TTS) and how we and how we can now actually use prompts to shape vocal style, emotion, and emphasis. It’s no longer just about choosing a generic synthetic voice. It’s about directing a live vocal performance. In the language of Conversational Capital, poor voice synthesis creates a massive tax on the user's attention, known as cognitive load. If a voice agent delivers very serious, urgent account information in a flat, cheerful but robotic way, the brain senses a mismatch. That weird, uncanny feeling causes skepticism, leading to a direct withdrawal from your corporate Trust Ledger. ## 2\. The phonetic audit To spot any mismatches in the direction of your vocal performance, Shauna emphasizes the necessity of phonetic testing. A sentence might look flawless on a screen, but when a TTS engine pronounces a brand name incorrectly, stresses the wrong syllable, or misreads an abbreviation, the illusion of human-like interaction drops. The moment that happens, the user will probably get frustrated, state that they want to speak to a human, and your brand builds massive [content debt](https://hansvandam.substack.com/p/how-to-audit-content-debt-in-one). The golden rule here? Listen to the actual audio output, don't just read the text logs! ## 3\. Pick the right voice A voice can make a customer feel immediately safe, or instantly frustrated. When an enterprise designs or picks a voice that perfectly matches the emotional context of the user's situation (calm and trustworthy for an insurance claim, energetic for a restaurant booking) it acts as a huge capital deposit into the Trust Ledger. Shauna’s keynote was the perfect reminder that in a voice-first world, your design work isn't finished when the text is finalized. --- --- title: "The invisible rules of agentic AI" description: "In the era of Large Language Models and Agentic AI, our industry needs to redefine what 'good' actually looks like." url: "https://www.conversationdesigninstitute.com/blog/the-invisible-rules-of-agentic-ai" lang: en --- [ All blog articles ](/blog) # The invisible rules of agentic AI Discover why trust, context, and conversational design are becoming the defining factors of successful AI agents. Drawing on insights from Beyond Boundaries 2026, this article explores the hidden rules that make agent-human interactions work. [  ](/expert/cindy-cardol) [Cindy Cardol](/expert/cindy-cardol) Blog Author Jun 19, 2026 4 min. read  ## Chapters [The invisible rules of agentic AI ](#bf88ea53-e96b-4f24-92ed-564cf976afea) [David Padgett ](#2800892a-5c1c-4c7d-8deb-c96e1d18f550) [1\. The common ground ](#a0a8fd09-2ae1-4d56-ae54-0f94388371a8) [2\. Data dumping ](#9177d73f-f33e-4971-99c9-7fbc8a9d4fb8) [3\. A make-or-break moment ](#22e8751b-f938-4da6-939b-cba4925eecbf) ## The invisible rules of agentic AI Now that we are completely immersed in the era of Large Language Models and Agentic AI, our industry needs to redefine what 'good' actually looks like. It’s no longer just about checking a box to see if a bot successfully used an API, matched the golden' answer, or retrieved the correct data. It’s about comprehensive, continuous testing to ensure these systems respect human social dynamics. Because even in this new era, conversational quality and trust are non-negotiable. It was exactly this human-first mindset that echoed through the beautiful, historic arcades of the Museu Marítim during the Beyond Boundaries Festival in Barcelona (April 28–30). Inspired by those sessions, I’ve written a series of blog posts capturing the keynotes that best define this new era of AI. ## David Padgett [Daniel Padgett](https://www.linkedin.com/in/danpadgett/), Head of Conversation Design at Google DeepMind, turned his keynote into a masterclass on what it actually takes to hold a successful conversation. He reminded us of a fundamental truth: Conversation is much more than turn-taking. In human relationships, a conversation isn't just an exchange of information. It’s a constant dance between people. And when you look at this through the lens of the [Conversational Capital](https://hansvandam.substack.com/p/the-two-debts-that-destroy-conversational) framework, Daniel’s talk gave us the playbook we need to maintain our Trust Ledgers. Here are the three takeaways I took from his masterclass: ## 1\. The common ground We looked at an example where two of Daniel’s colleagues shared just 10 words. From that tiny interaction, the audience could instantly conclude that one colleague had a bad day and needed an alcoholic drink, and the other knew the perfect spot to go. It looked like this: **A**: ‘I need a drink’ **B**: ‘I heard the Eagle is good’ What happened here is that, without even realizing it, the colleagues established common ground: shared knowledge, experiences, and current context that both speakers agree on and update at every single step of the interaction. Humans do that constantly during a conversation. And because this is a uniquely human trait, it isn’t something an AI does naturally, which means we have to design for it. Daniel shared three tips to achieve this: - Establish a clear common ground between the user and the AI. - Leverage that common ground by teaching machines how to make relevant contributions to the conversation. - Focus time and effort on robust error repair strategies. Failing to do this will quickly drain customer trust. Think about an agent that forgets a detail a user mentioned just two turns ago, or completely ignores the context of why they are reaching out. It forces the customer to repeat themselves. Every time a human has to rebuild common ground with a machine, it’s a painful withdrawal from your Conversational Capital. ## 2\. Data dumping Just because an LLM can process a lot of data, it doesn't mean it should dump it on the user when answering a question. Daniel highlighted the need for finding that exact sweet spot where the agent's response perfectly matches the user’s need, state, and knowledge level. Make sure your agent doesn’t over-explain, drift off-topic, or generate generic, hallucinated responses because it got lost in its own prompt after being given too much irrelevant data. ## 3\. A make-or-break moment It came as a surprise to me that the exact moment an error happens is actually your biggest opportunity to build Conversational Capital. If you design robust repair strategies, and your agent handles a misunderstanding elegantly, remembering the context and guiding the user back on track, it doesn’t just save the interaction. It deposits a significant amount of trust back into the ledger. No conversation is perfect. Humans trip over their words, change their minds mid-sentence, and misunderstand each other all the time. But we are masters of repair and if we design our agents well, they can be too. --- --- title: "The Voice-First Campus and the Future of University AI" url: "https://www.conversationdesigninstitute.com/blog/the-voice-first-campus" lang: en --- [ All blog articles ](/blog) # The Voice-First Campus Your students already live in a voice-first world. Over 62 per cent of adults use voice assistants regularly, with 60 per cent of smartphone users now interacting with voice interfaces routinely). There are now 8.4 billion active voice assistants globally with 378 million people worldwide actively engaging with AI tools. But when these same students need help from your university, they're suddenly typing into a chatbot. They're navigating through menus. They're clicking links. They're back in the text-first world that the rest of their lives have already moved beyond. The question isn't whether universities will adopt voice interfaces. It's whether you'll get the conversation design right before you deploy them. [  ](/expert/peter-thomas) [Peter Thomas](/expert/peter-thomas) Blog Author Apr 30, 2026 11 min. read  ## Chapters [The Voice Revolution You're Not Prepared For ](#3eb0b274-931a-49eb-918e-6e3ab9f2c384) [Multimodal and Speech-Native AI ](#7221b663-0442-45f8-9f45-289f580486c8) [Why Voice Changes Everything ](#18632d7c-240f-4243-b955-4675b693c560) [What Universities Are Getting Wrong ](#9d1a370a-c55c-4cac-ae70-bd22aad37d5e) [The Conversation Design Imperative ](#926d56f9-7394-4874-b7dd-c2789b2c48dc) [What CDI Brings to Voice-First Design ](#f48791b5-3199-4ff4-9b3f-872ff76cc3bc) [The Timeline is Shorter Than You Think ](#1d8e6811-2eb2-4a3c-b230-310d39aacdc0) ## The Voice Revolution You're Not Prepared For 2025 revealed an adoption curve that has exceeded even industry forecasts. The voice AI agents market reached $3.14 billion in 2024 and the intelligent virtual assistant segment alone hit $27.9 billion in 2025\. The broader market is projected to reach $47.5 billion by 2034. But market valuations tell only part of the story. In 2025, 78 per cent of businesses are actively piloting voice AI solutions, and of those 82 per cent reported positive ROI within the first 12 months. Voice search now accounts for 20.5 per cent of all global internet queries, with monthly voice search volume exceeding one billion queries globally. One hundred million Americans own smart speakers. Sixty per cent of smartphone users interact with voice assistants regularly. This isn't emerging technology—it's established infrastructure in students' daily lives. ## Multimodal and Speech-Native AI The GPT-realtime model from OpenAI has implemented a speech-to-speech approach. This drastically cuts down on latency and preserves the little things that make speech human, like tone, emotion, and rhythm, that gets lost when everything is converted to text. The result is a genuinely human-feeling conversational fluidity. Also, multimodal integration means voice no longer exists in isolation. Both Gemini and GPT-5 are built from the ground up as natively multimodal. They can interpret and combine text, voice, and visual inputs within a single interaction or conversation. The models process these diverse data types within a unified architecture. Language support is equally transformative. Major platforms support over 100 languages, and real-time translation handles 70+ languages with near-human accuracy. Universities deploying 2024-era voice technology are already behind. Those planning text-only chatbots are designing for a world that no longer exists. ## Why Voice Changes Everything Voice isn't just another interface channel. Understanding these differences isn't optional if you're going to deploy voice successfully. When someone speaks, you hear uncertainty, frustration, excitement, stress. A student asking about financial aid via text could be mildly curious or desperately worried—you can't tell. That same student asking by voice reveals their emotional state immediately. Organizations now capture speech data, with many transcribing more than half of their interactions, khowing how central voice has become to understanding customer needs. Voice creates intimacy whether you're ready for it or not. With conversational fluidity approaching human levels, the emotional mismatch when AI responds inappropriately becomes obvious in ways text-based failures aren't. You can't hide behind typing delays or carefully crafted written responses. Voice is immediate, human and exposed. For students with visual impairments, dyslexia, motor disabilities, or English language challenges, voice interfaces aren't convenience—they're access. AI-powered voice technology provides real-time transcription, translation, and navigation support that makes educational resources genuinely accessible. Universities deploying voice-activated tools and real-time transcription services are closing equity gaps that text-based systems perpetuate. So the multimodal future is already here: students expect to start an interaction by voice, have the system display relevant information visually, perhaps show a map or document, then continue the conversation verbally. ## What Universities Are Getting Wrong Most university voice AI initiatives follow a predictable pattern: procurement secures a platform, IT implements basic integration, the system launches with minimal testing, and within weeks everyone quietly acknowledges it doesn't work. Here's why: _Retrofitting voice onto text-based design:_ You can't take chatbot typing flows and add voice input. Voice conversations use fragments, interruptions, and context from earlier without re-explaining. Text chatbots force linear menu navigation. Voice demands fluid, contextual exchange. _Ignoring conversation design fundamentals:_ Most universities assign voice AI to IT teams with no conversation design training. The result? Systems that technically respond to voice but feel stilted and frustrating. Students try once and never return. _Privacy failures:_ Voice captures everything—emotion, stress, background conversations. Most university data governance policies were built for text-based systems collecting structured information. Voice data is fundamentally different, yet few institutions update frameworks before deploying. ## The Conversation Design Imperative Here's what successful voice AI in higher education actually requires, based on CDI's work with organizations worldwide: _Conversation design as a core competency:_ You need people who understand how humans actually converse, not just how databases query. This means training teams in the principles of conversation design—turn-taking, context maintenance, error recovery, personality consistency. CDI's certification programmes equip professionals with these competencies through hands-on practice building voice interactions, not just theory. _Voice-specific frameworks and standards:_ The CDI Standards Framework evaluates capability across 27 standards and six domains. For voice implementation, specific standards become even more critical: how you handle interruptions, how you maintain context across channels, how you convey empathy in purely audio interactions, how you gracefully fail when you don't understand. _Acoustic design considerations_: Voice interfaces succeed or fail based on factors text chatbots never encounter. Can the system handle accents, dialects, speech impediments? How does it perform in noisy environments—cafeterias, dorm rooms, outdoor spaces? What happens when multiple people are speaking? Industry leaders have reduced interruption detection latency to under 200 milliseconds. Is your system anywhere close to that benchmark? _Emotional intelligence in responses:_ This is where most university voice systems catastrophically fail. A student saying "I'm really worried about my grades" requires a fundamentally different response pattern than "What are my grades?" The words might be similar but the emotional context is radically different. Voice makes that emotional context obvious—and exposes your system's inability to respond appropriately. ## What CDI Brings to Voice-First Design The business case for getting voice right has never been clearer. CDI's expertise in conversation design becomes even more valuable as universities move toward voice interfaces. Our training programmes cover the specific competencies required for effective voice AI: understanding prosody and pacing, handling multi-party conversations, designing for hands-free and eyes-free interactions, creating personality that works across audio-only channels. Our consulting services help universities avoid the costly failures most institutions experience: we audit existing voice capabilities, identify gaps before they become student-facing problems, design conversation flows that work naturally by voice, and implement governance frameworks appropriate for voice data. Most critically, we help universities understand that voice is not a feature to add—it's a fundamentally different mode of interaction that requires rethinking your entire conversational AI strategy. The institutions that grasp this early will have a massive competitive advantage. Those that treat it as "chatbot plus microphone" will join the 70-80 per cent failure rate. ## The Timeline is Shorter Than You Think Voice AI is no longer experimental. Financial services has a 91 per cent adoption: banks use voice for authentication, fraud detection, automated service with a 25-40 per cent reduction in call center costs and 15-20 per cent improvement in customer satisfaction. In healthcare, 70 per cent of healthcare organisations says voice AI improves operational outcomes. Patient scheduling, appointment reminders, follow-up care are all voice-driven. By 2034, students will graduate into a workforce where voice interaction is assumed capability. Institutions that prepare now—building conversation design capability, deploying voice thoughtfully, prioritizing relationships over automation—will differentiate dramatically. Those that wait will scramble to catch up. You can deploy voice the way most universities deploy AI: procure a platform, implement basic functionality, declare victory, watch usage collapse, wonder what went wrong. Or you can approach voice strategically, recognizing it as the fundamental shift it represents. This means building internal conversation design capability through the kind of training CDI provides. It means auditing your readiness before deployment, not after failure. It means using frameworks proven across thousands of enterprise implementations, not reinventing basic principles. It means accepting that voice design is as specialized as any other professional discipline, and hiring or training accordingly. Students are already talking to AI everywhere else in their lives. The institutions that let them talk naturally to their university—with systems that actually understand, respond appropriately, and strengthen rather than weaken relationships—will own a significant competitive advantage. The voice-first campus isn't a vision of the distant future. It's the present for your students everywhere except on your campus. The gap is growing every day you wait. **For more on our approach to Conversational AI in higher education,** [**click here**](/conversational-ai-for-higher-education/)**.** **You can take our free Conversational AI Maturity Assessment** [**here**](https://scorecard.conversationdesigninstitute.com/education)**.** **Or read our insights into Conversational AI in Higher education** [**here**](/conversational-ai-for-higher-education/insights)**.** --- --- title: "CEO Hans van Dam delivers inspiring TED Talk" description: "CDI’s founder and chatbot expert Hans van Dam has delivered the world’s first TED Talk written by ChatGPT, the Large Language Model (LLM) created by OpenAI. " url: "https://www.conversationdesigninstitute.com/blog/the-world-first-ai-generated-ted-talk" lang: en --- [ All blog articles ](/blog) # CEO Hans van Dam delivers inspiring TED Talk CDI’s founder and chatbot expert Hans van Dam has delivered the world’s first TED Talk written by ChatGPT, the Large Language Model (LLM) created by OpenAI. [  ](/expert/hans-van-dam) [Hans van Dam](/expert/hans-van-dam) Blog Author Sep 26, 2023 3 min. read  ## Chapters [World’s first AI-generated TED Talk ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Future skills to elevate humanity with AI ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) ## World’s first AI-generated TED Talk The speech entitled “What happens when AI writes a TED Talk” was the first of its kind, lasting around 10 minutes and delivered to an audience in Alkmaar, North Holland. Hans was invited to deliver his talk about pushing the boundaries of artificial intelligence because through his work he has a bird’s eye view of the market and how the technology is developing. He probed the relationship between language, AI, and human perception, drawing from personal experiences and his knowledge of language's impact on individuals and their understanding of reality. He also highlighted the importance of language in self-expression, knowledge acquisition, and belief formation. In the last five minutes of the talk Hans confirmed to his audience how ChatGPT wrote ‘most’ of his talk, but clarified that he had to come up with different ideas and use ChatGPT to brainstorm – creating different outlines and a number of drafts. The LLM also helped Hans to explain concepts like ‘spiral dynamics’ in a simple way, as well as generating the cartoons used in the presentation backdrop. Watch the full TED Talk in full here: ) Hans van Dam TEDxAlkmaar Founder of CDI 13:58 min  ## Future skills to elevate humanity with AI Hans explained: “I was really impressed with how good it was, but it took me, a human, to give it the right encouragement, so my prompts would result in something that I could use. I took that and curated it, and I designed it and polished it up to turn it into a coherent story.” He went on to point out that in what he undertook, there are still two clear roles for humans: a prompt engineer and a conversation designer which he also highlighted may not be ‘roles’ – but may come to be defined as ‘future skills’. He also proposed that for humanity to flourish, it's important that people with soft skills are trained in prompt engineering and conversation design, so that we elevate humanity rather than destroy it. Hans concluded: “Ten, 50 or even 500 years from now, when AI systems have far surpassed human intelligence and nobody knows how any of these systems work anymore, we can be sure that if we introduce human guidance today, we will at least know that it was created with the right intention to help folks like you and me, and everybody living on this earth.” If you would like to find out more about how LLMs such as ChatGPT are changing the way chatbots are developed, contact the team at CDI to find out more about how we can help you and your business. --- --- title: "Trust Is the Future of Conversational AI in Higher Education" url: "https://www.conversationdesigninstitute.com/blog/trust-is-the-currency-of-conversational-ai" lang: en --- [ All blog articles ](/blog) # Trust is the currency of conversational AI in higher education Universities worldwide face a crisis of confidence while struggling to deploy intelligent assistants that students actually trust and use. The problem isn't technology - it's that most Conversational AI systems treat students as problems to manage rather than people to support. Trust is the currency of Conversational AI, and without it, automation efforts erode rather than strengthen relationships. At CDI, we help universities design through our Standards Framework - building the internal capabilities, mindsets, and systems needed to create Conversational AI that genuinely serves students and strengthens relationships at scale. [  ](/expert/peter-thomas) [Peter Thomas](/expert/peter-thomas) Blog Author May 11, 2026 8 min. read  ## Chapters [Why universities must design AI from trust ](#463be079-d3c0-4f92-871f-3ccec89c81b8) [Why Trust Matters More Than Ever ](#5961babb-d940-486f-a01d-e89b69618ecf) [Designed from Mistrust ](#d629eb06-c9dc-46b6-9fa4-856275238ad4) [A Unique Trust Challenge ](#ea423358-9512-441f-9bb2-91474611ea4e) [What does this look like in practice? ](#9402986d-7dc3-4464-baed-5ffa152c2bda) [Building Trust Through Conversational AI ](#a01e64f0-15a5-46a9-a8f2-219dc260bd1e) [Building Relationships at Scale ](#3fb048b3-9a6f-4a73-b7e4-9b8ddfc3a63b) [It’s About Relationships ](#0a60d48f-8502-4cdc-ab22-6e4731d373cb) ## Why universities must design AI from trust “Trust is the currency” has become a mantra for us at the Conversation Design Institute. And the more we work with universities deploying conversational AI, the more convinced I am that it captures the single most important truth about building AI that actually works for people. Not automation rates. Not cost savings. Not containment metrics. Trust. Education changes lives. It empowers individuals to break cycles of poverty, builds tolerance between cultures, and provides the foundation for economic development. The around 250 million students enrolled at 21,000 universities worldwide, along with governments, families and individuals, spend more than $5.6 trillion a year on education and training. The stakes could hardly be higher. Just 36 per cent of Americans now express significant confidence in higher education, down from 57 per cent less than a decade ago. In the UK, more than 40 per cent of universities will have budget deficits, with some institutions threatened with collapse. The situation is described in Shitij Kapur’s Triangle of Sadness, in which aspiring but anxious students burdened with debt combine with stretched governments ambivalent about universities’ public good with beleaguered staff caught in the middle. Universities are now faced with competition to provide more services while cutting costs. In this context, many institutions have turned to AI as a solution. But here’s what they’re discovering: without trust, AI makes things worse, not better. ## Why Trust Matters More Than Ever Every customer interaction is an exercise in trust. When someone reaches out for help, they’re placing their confidence in you—trusting that you’ll understand them, respect their time, and genuinely try to solve their problem. It’s always been true in human customer service. What’s changed is that we’re now asking Conversational AI to carry that responsibility. The uncomfortable truth is most AI assistants are failing spectacularly at earning trust. They’re technically functional but emotionally vacant. They process queries without understanding context. They provide answers without anticipating needs. The result? Customers don’t trust them. They learn to bypass them, looking for the “talk to a human” button before they’ve even tried the chatbot. Every abandoned conversation represents a small erosion of the relationship with the people you serve. For universities already facing a crisis of confidence, this erosion is something they simply can’t afford. ## Designed from Mistrust Jerry Michalski has spent decades studying why institutions struggle with trust. His insight is that most of our systems—from education to governance to customer service—have been designed from an assumption that people can’t be trusted. This explains why so many university chatbots fail the way they do. They’re designed from mistrust: assuming students will try to game the system, that queries need to be verified before being helped, that the default response should be caution rather than care. The result is AI that treats every student like a potential problem to be managed rather than a person to be supported. When we design systems from trust the outcomes are radically different. ## A Unique Trust Challenge If trust matters, it matters exponentially more for students. The relationship between a university and its students is fundamentally different from a typical customer relationship. Students aren’t just buying a product—they’re entrusting their futures, their wellbeing, and often their mental health to an institution. Today’s students expect fast, personalised, 24/7 support—not just in learning but across their entire educational experience. When a university’s chatbot asks them to repeat information they’ve already provided, or offers generic responses to deeply personal questions, or fails to recognise when a simple query is actually a cry for help—that student learns something important. They learn that the institution doesn’t really know them. That perhaps it doesn’t really care. This is the mistrust signal. And students receive it loud and clear. ## What does this look like in practice? It means designing assistants that assume good intent—that treat a student’s question as legitimate before requiring them to prove it. It means building systems that share information generously rather than gatekeeping it. It means creating AI that makes the institution vulnerable in small ways—acknowledging uncertainty, admitting limitations, offering to connect students with humans when the stakes are high—because that vulnerability signals that the institution trusts students enough to be honest with them. ## Building Trust Through Conversational AI So how do we build AI assistants that earn trust rather than erode it? The answer lies not in better technology but in better design—specifically, human-centred conversation design that prioritises relationships over transactions. - **Start with empathy** The true differentiator in conversational AI is whether people feel heard, respected, and supported. Before optimising for automation rates, ask whether your assistant makes people feel valued. Tone can heal or harm. - **Design for moments that matter** Not every interaction is equal. Some queries are routine; others represent critical moments in someone’s journey. Your assistant needs to recognise these moments and respond accordingly—not with scripted responses, but with genuine understanding of what’s at stake. - **Build capability, not just technology** Here’s what we’ve learned from working with hundreds of organisations: buying a chatbot platform is easy. Building an assistant that actually delivers value is harder. - **Create systems that build and sustain trust** Trust isn’t built in a single interaction—it’s earned over time. This requires more than good design; it requires robust systems for continuous improvement. ## Building Relationships at Scale At the Conversation Design Institute, we believe great AI assistants aren’t just built—they’re cultivated. They emerge as the natural outcome of aligned people, shared purpose, responsible design, and strong organisational systems—always in service of the student. Our Standards Framework evaluates AI capability through four lenses: _Mindset_ (the beliefs that shape how teams treat people), _Skillset_ (the competencies to design and deliver safe, human-centred AI), _Culture_ (the norms and values that sustain empathy at scale), and _Systems_ (the processes and tools that make trust repeatable). We’re not just designing for trust. We’re helping universities design from trust. ## It’s About Relationships Universities are, at their best, are places where trust is extended to young people, where they are given the opportunity to grow, to fail, to discover who they are and who they might become. That trust has always been the foundation of education’s transformative power. The universities that will thrive in the Conversational AI era won’t be those with the most sophisticated technology. They’ll be those that use AI to deepen their relationships with students—to make every student feel known, valued, and supported at scale. Because in the end, trust really is the currency of Conversational AI. And like any currency, you can either invest in building it—or watch it slowly drain away. **For more on our approach to Conversational AI in higher education,** [**click here**](/conversational-ai-for-higher-education/)**.** **You can take our free Conversational AI Maturity Assessment** [**here**](https://scorecard.conversationdesigninstitute.com/education)**.** **Or read our insights into Conversational AI in Higher education** [**here**](/conversational-ai-for-higher-education/insights)**.** --- --- title: "Voice-First Design and the Future of Customer Engagement" description: "Join CDI & Verint on Sept 18 to explore generative AI in voice design. Learn strategies, real-world lessons, and how to scale future-ready voice solutions in 2025." url: "https://www.conversationdesigninstitute.com/blog/voice-conversational-ai-design-webinar-verint" lang: en --- [ All blog articles ](/blog) # Voice First, Future Ready: Why Voice-First Design and Chatbots Are Reshaping Customer Engagement Join CDI & Verint on Sept 18 to explore generative AI in voice design. Learn strategies, real-world lessons, and how to scale future-ready voice solutions in 2025. [  ](/expert/conversation-design-institute) [Conversation Design Institute](/expert/conversation-design-institute) Blog Author Sep 10, 2025 4 min. read  ## Chapters [Don't Wait on Voice AI ](#50ceead8-0d6f-4c31-8526-a5e4a6f1c990) [Voice AI Success ](#18b4bc10-7743-4b3f-aef3-aaa9efd81ea6) [Real-World Applications ](#4dd6723f-20e9-4d3e-9168-d0f38bf3db98) [Why Most Voice AI Projects Fail ](#0d51a192-9d73-4456-9a62-646068ab5151) [Join Our Webinar on Sept. 18 ](#dcb7ed77-c0c2-4205-86c2-05334f66524a) [Presenter Details ](#0901ff1b-28b2-4e9b-a16d-57ddabaebdaf) ## Your Business Can't Afford to Wait on Voice AI Voice technology is no longer optional; it's becoming the critical channel for scalable, meaningful customer engagement. The global conversational AI market is projected to explode from [$12.24 billion in 2024 to $61.69 billion by 2032](https://www.fortunebusinessinsights.com/conversational-ai-market-109850), signaling a fundamental shift in how customers expect to interact with businesses. While [chatbots](/topics/chatbots) have served their purpose, the integration of [generative AI](/topics/generative-ai-and-llm) is creating voice-powered conversational AI that can understand not just what customers say, but _how_ they say it, detecting emotion and context like never before. This evolution from simple chatbots to sophisticated voice-powered assistants represents a pivotal moment. Companies that master [conversation design](/topics/conversation-design) principles and voice-first strategies will gain a competitive advantage, while those that lag behind risk losing customers to more intuitive, engaging experiences. The question isn't whether voice will dominate [conversational AI](/topics/conversational-ai)—it's whether your organization is ready to harness its power. ## Conversation Design for Voice AI Success Designing for voice requires fundamentally different principles than visual interfaces. Effective [conversation design](/topics/conversation-design) for [chatbots](/topics/chatbots) and voice AI must be user-centric, context-aware, and goal-oriented. The cooperative principle — where AI actively collaborates with users to achieve their goals — becomes critical for success. Key [conversation design](/topics/conversation-design) principles include: - **Context Awareness**: Remembering previous interactions to avoid repetition - **Clarity and Brevity**: Voice interactions are ephemeral and require concise responses - **Emotional Intelligence**: Understanding tone, mood, and user intent - **Brand Consistency**: Maintaining authentic voice that reflects company values - **Inclusive Design**: Accommodating diverse accents, dialects, and accessibility needs Yet implementing these principles at scale presents significant challenges that many teams struggle to overcome alone. ## Voice AI in Real-World Applications Voice-powered conversational AI is already transforming industries: ### **Healthcare** Abridge AI captures and transcribes patient-clinician conversations, reducing administrative burden and improving care quality. ### **Customer Service** Advanced voice assistants handle complex inquiries with human-like empathy while maintaining consistent brand voice, improving satisfaction and reducing costs. ### **Automotive** In-car voice assistants provide navigation, entertainment, and emergency services without compromising driver safety. Despite these successes, many organizations struggle with implementation challenges, from technical architecture to user experience design. ## Why Most Voice AI Projects Fail to Scale While voice AI's potential is immense, scaling these solutions presents complex challenges: - **Technical Hurdles**: Latency, infrastructure variability, and integration complexity - **Regulatory Compliance**: Data sovereignty and privacy regulations across jurisdictions - **User Experience**: Balancing automation with human touch - **Cost Management**: Controlling expenses while maintaining quality - **Design Complexity**: Creating truly intuitive, inclusive experiences Many teams find themselves overwhelmed by these interconnected challenges, struggling to move beyond pilot projects to enterprise-wide success. ## Join Our Webinar on Achieving Voice AI Success The future of conversational AI is voice-first, but success requires more than technology; it demands strategic expertise, practical insights, and proven methodologies. The challenges are real, but so are the solutions. **Ready to navigate the voice AI revolution successfully?** Join Verint experts Bas Hiemstra and Jacob Murray-White on September 18th, 2025, at 4 PM CET for a practical webinar that explores the rise of voice-first design, the role of [generative AI](/topics/generative-ai-and-llm), and how to scale voice solutions responsibly. ### **Key takeaways include:** - **The voice-first paradigm**: Why behavioural and tech shifts make voice critical now. - **Generative AI in action**: How LLMs enable memory, emotion detection, and natural conversation. - **Designing for the ear**: Tools and strategies to create intuitive, inclusive, and on-brand experiences. - **Lessons from the field**: Real-world successes and backup plans when GenAI falls short. - **Scaling with trust**: Building secure, reliable, and future-ready architectures for voice AI. Many teams struggle to balance generative and predictable AI, control costs, and design experiences that resonate. This webinar offers clear, practical strategies backed by field expertise—so you can move beyond the hype and apply solutions that work in the real world. Don't let your organization fall behind in the voice revolution. The webinar offers field-tested strategies from experts who've helped organizations across industries successfully implement voice AI solutions. ### [**Register now**](https://us02web.zoom.us/webinar/register/WN%5F8qxVBFSoQRaMZ1mXzT6HfQ) **to secure your competitive advantage in conversational AI.** The voice-first future is here. The question is whether you'll lead it or follow it. ## Meet the presenters **Bas Hiemstra — Solutions Consultant, Verint** Bas brings over 20 years of experience in customer engagement technologies. At Verint, he specializes in integrating intelligent assistants as strategic digital collaborators, helping organizations improve customer service. He frequently shares insights at major industry events such as Customer Contact Week Europe Summit. **Jacob Murray-White — Director, Go-To-Market Strategy (Conversational AI), Verint** Jacob leads Verint’s global go-to-market strategy for conversational AI. With a background in digital-first engagement and contact center innovation, he has helped organizations across APAC, the US, and Australia modernize customer experiences with scalable voice solutions. [ REGISTER NOW ](https://us02web.zoom.us/webinar/register/WN%5F8qxVBFSoQRaMZ1mXzT6HfQ) --- --- title: "Why ethics is important in Conversation Design" description: "What have ethics got to do with chatbot design? Well, if you’re part of the ecosystem that’s building chatbots or virtual assistants and using them in customer services or wider communication channels, then ethics have got everything to do with it." url: "https://www.conversationdesigninstitute.com/blog/why-ethics-is-important-in-conversation-design" lang: en --- [ All blog articles ](/blog) # Why ethics is important in Conversation Design What have ethics got to do with chatbot design? Well, if you’re part of the ecosystem that’s building chatbots or virtual assistants and using them in customer services or wider communication channels, then ethics have got everything to do with it. [  ](/expert/hans-van-dam) [Hans van Dam](/expert/hans-van-dam) Blog Author May 26, 2023 4 min. read  ## Chapters [Building with integrity ](#bba7d9e7-4d1a-42ca-82c7-fbb38c1bdccb) [Fairness and discrimination ](#02953565-6ede-447a-8fb8-703ac3c4a4f2) [Wellbeing, transparency, and accountability ](#84445e55-8d8e-4c1b-8a6d-f18ad9176901) [Avoiding misinformation and social impact ](#b20b1915-2ade-4828-b28b-845e8f234f24) ## Building with integrity Your [chatbots](/topics/chatbots) are an extension of your brand, and they will be expected to act with the same integrity as anyone – human or not, associated with it. [Large language models](/topics/generative-ai-and-llm) (LLMs) like ChatGPT have thrown a spotlight directly on the pitfalls of relying solely upon technology to do a job that still requires human thought and empathy. They ‘learn’ from the vast variety of publicly available sources – books, websites, and other text – to understand the human language. But that data can reflect the bias present in society, and the LLM knows no better than to reproduce it. AI assistants are open to the same training data bias, but they can also fall foul of a user’s bias too. If a chatbot is programmed to prioritize user engagement or satisfaction without considering the ethical implications, it might be tempted to deliver a prejudiced response – and the potential impact on your brand is inconceivable. Ethics are an often-forgotten factor in chatbot design, so here we’ve considered the top reasons for having and adhering to ethical guidelines when you’re designing [virtual assistants](/topics/chatbots). ## Fairness and discrimination Just like humans, your chatbots should treat those they interact with fairly and without discrimination. They should have the persona of someone you’d call a friend with the same level of integrity you’d expect from them. Ethics ensure that [chatbots](/topics/chatbots) are designed and programmed to do just that, preventing the reinforcement of existing biases or the creation of new discriminatory behavior. They also ensure your chatbots will be inclusive, respect diversity and that their actions don’t disadvantage an individual or group of people. ## Wellbeing, transparency, and accountability If your chatbots are interacting with humans, then it’s important that their responses are designed and programmed to prioritize user safety, mental health, and emotional wellbeing. No one wants to talk to a chatbot that gives advice that might cause harm, provide inaccurate information, or not provide appropriate support when necessary. Ethics ensure they are designed with these factors in mind so they’re the friendliest, most helpful, and reliable bots to have around. It should be clear to the user that they’re interacting with a chatbot, not a human, to be as transparent as possible. Ethical guidelines promote this level of transparency so that user expectations are managed, and everyone knows what the bot is capable of and its limitations. Equally organizations must take responsibility for their chatbot’s actions and consequences, rectifying problems where necessary. “It wasn’t our fault, it was the chatbot’s,” clearly isn’t going to wash with your users – quite rightly so. ## Avoiding misinformation and social impact Without human design, chatbots can spread misinformation – simply because their data sources may be misinformed. Ethics would require chatbots to provide accurate information from reliable, factual sources, so that users can’t be deceived. No one wants a chatbot that’s economical with the truth or has a penchant for fake news! We’re increasingly integrating chatbots and personal assistants into various aspects of life including customer services, healthcare, education, and public services. Ethics consider the social impact of using virtual assistants responsibly, with thought for cultural and societal norms and considering legal and regulatory frameworks. Just because they’re bots, doesn’t mean they should get away with bad behavior – so you’ll be needing some strict ethical guidelines to follow. At the end of the day, these bots are an extension of your brand. They’re part of your organization and they must abide by the same high standards you’d expect of any of your human employees. A set of ethical guidelines will determine your [chatbots](/topics/chatbots) are respectful to users, foster their trust and ultimately contribute positively to society. Learn more in our Introduction to [Conversational AI Ethics course](/courses/ai-ethics) or if you would like to find out more about how we can help your business develop world-leading AI assistants, feel free to [reach out](/contact) our professional services team. --- --- title: "Why Most University AI Projects Fail Before Deployment" url: "https://www.conversationdesigninstitute.com/blog/why-universities-need-a-conversational-ai-strategy" lang: en --- [ All blog articles ](/blog) # Why Your University Needs a Conversational AI Strategy (Not Just Chatbots) Walk into any leadership meeting today and you'll hear the same refrain: "We need a chatbot." Admissions wants one. Student services wants one. IT wants one. Careers services desperately needs one. The solution seems obvious: just buy a platform, plug it in, and watch the magic happen. Except here's the truth: between 70 and 80 per cent of AI projects fail. And universities, with their complex ecosystems are particularly vulnerable to joining that statistic. The difference between success and failure isn't the chatbot platform you choose. It's whether you build the strategic foundations first. [  ](/expert/peter-thomas) [Peter Thomas](/expert/peter-thomas) Blog Author May 6, 2026 10 min. read  ## Chapters [The Failure Trap Is Real ](#f4953217-9321-4c9b-9c1a-65f6b7211df6) [Why "Just Buy a Chatbot" Doesn't Work ](#bc55afb1-a254-4773-9a08-d2afaec4cb67) [Strategy Creates the Conditions for Success ](#4cc09203-7b5f-4968-8307-249bfeeabaf6) [The Three-Phase Strategic Approach ](#1a365179-7617-428d-8adf-7322af4fef23) [What Strategy Actually Delivers ](#b34f8ab9-8919-418f-bb20-ff0b0a590257) [The Choice Every University Faces ](#f6cfb95a-fe69-4a45-a62c-5a345d6212c2) ## The Failure Trap Is Real The numbers should give every university leader pause. Approximately 80 per cent of AI projects fail and almost 90 per cent of AI proof-of-concepts never make it to production. These failures aren't because the technology doesn't work. AI is becoming more capable than ever. The problem is implementation - or more precisely, the lack of strategy behind it. Organisations treat AI as a standalone solution rather than integrating it into existing workflows, implementing tools in isolation, creating data silos and workflow disruptions that actually decrease productivity. They hand out access to ChatGPT or deploy a chatbot and hope for the best, without clear objectives, proper training, or ways to measure success. For universities, the stakes are particularly high. You're not just risking wasted investment: you're risking student relationships, institutional reputation, and the trust of staff who've already been through multiple rounds of technology initiatives. When your chatbot gives wrong answers or fails to recognise a student in crisis, the damage compounds quickly. ## Why "Just Buy a Chatbot" Doesn't Work We’ve seen this pattern repeatedly: a university procures a chatbot platform after a compelling vendor demo, assigns it to a small team, expects them to "figure it out," and then expresses disappointment six months later when adoption is low and results are negligible. The platform gets blamed. The team gets blamed. But the real problem was never identified: _you bought technology without building capability._ Here's what's actually required for Conversational AI to work: - **Strategic alignment**: Does this solve an actual priority problem? Is there executive sponsorship that survives budget pressures? - **Data foundations**: Is your data clean, accessible, and well-governed? Or will teams spend months preparing data before generating any value? - **Cross-functional capability**: Do you have conversation designers, not just developers? Can your teams craft empathetic dialogue, anticipate edge cases and write effective prompts? - **Cultural readiness**: Do people believe AI should help students and does your organisation reward efficiency over relationships? - **Systems and processes**: Are there governance structures, feedback loops, and continuous improvement mechanisms in place? Most universities have none of these foundations when they buy their first chatbot platform. They're essentially building the house before they've laid any groundwork. ## Strategy Creates the Conditions for Success This is why CDI begins every engagement with capability assessment, not technology recommendations. Our approach is built on the recognition that assistant quality reflects organisational maturity. High-performing chatbots only emerge from high-performing teams and systems. The CDI Standards Framework evaluates 27 standards across six domains: meta strategy, operational planning, design, build, improvement, and cross-cutting concerns like culture and compliance. Each standard is scored from 1 (absent/unaware) to 5 (leading practice) and evaluated through four lenses: - **Mindset**: Do teams hold the right beliefs about students and service? - **Skillset**: Can staff actually design conversations, not just configure flows? - **Culture**: Are collaboration patterns aligned with empathy? - **Systems**: Are governance, measurement, and improvement processes functioning, not just documented? This holistic assessment creates shared language across technical teams, service departments, and leadership. Most importantly, it reveals whether you're ready to succeed with AI.. ## The Three-Phase Strategic Approach Based on our work with universities worldwide, successful Conversational AI implementation follows a clear sequence: #### **Phase 1: Audit and Assess** Before spending a penny on technology, understand where you actually stand. CDI offers a free Conversational AI Maturity Assessment for universities - a high-level review of your current engagement maturity, chatbot usage, and opportunities. For institutions ready to dig deeper, our comprehensive audit assesses existing AI assistants, team capabilities, vision, and roadmap, delivering strategic recommendations on how to improve. This isn't about criticising what you've built. It's about honest evaluation: What's working? What's not? Where are the capability gaps? What would need to change for AI to succeed here? #### **Phase 2: Build Capability Through Training** You can't buy your way to good Conversational AI—you have to build the internal capacity to create and maintain it. This is where most universities stumble. They assume good intentions are enough, that technical teams can "figure out" conversation design, that existing staff can simply add AI to their existing workload. CDI's training and certification programmes equip university IT, student services, and digital teams with the knowledge to design, implement, and manage AI-driven engagement systems effectively. We offer both formal certification programs for IT professionals and workshop programmes covering everything teams need to design and build effective AI assistants. The goal isn't just learning theory, it's building sustainable internal capability so you're not perpetually dependent on vendors or consultants. #### **Phase 3: Strategic Consulting and Implementation** Only after you understand your current state and have built foundational capabilities does implementation make sense. CDI's consulting services help universities develop custom conversational AI solutions tailored to their specific contexts, whether that's student-facing systems for admissions, career support, or wellbeing, or internal-facing solutions for HR navigation, IT support, or staff services. Critically, this isn't "hand it over and walk away" consulting. It's building alongside your teams, embedding best practices, ensuring knowledge transfer, and creating the conditions for long-term success. ## What Strategy Actually Delivers When universities get this sequence right, the results are transformative. Not just in automation rates or cost savings but in the quality of relationships with students and staff. The opportunity is to build AI that actually understands context, conversations that feel supportive, not interrogatory and systems that acknowledge uncertainty and connect to humans when stakes are high, rather than forcing everyone through rigid flows. This is what happens when strategy comes first and technology comes second. ## The Choice Every University Faces Organisations without clear AI strategy, proper training, and measurement frameworks achieve dramatically lower success rates. Meanwhile, those that treat AI implementation as a change management initiative with proper education, specific use cases, and realistic timeframes for measuring impact consistently deliver results. The question isn't whether your university will deploy Conversational AI. The question is whether you'll be among the 30 per cent that succeed. The difference lies in whether you're willing to build strategic foundations before buying technology. At CDI, we've systematised the proven ways of creating successful AI assistants and the enterprise capabilities that develop, manage, and grow them. Our Standards Framework provides the roadmap, our auditing services reveal where you stand and our training builds the internal capability you need. Our consulting ensures implementation actually succeeds. Because great conversational AI isn't bought: it's built, systematically, on strategic foundations that make success inevitable rather than accidental. Universities that understand this will use AI to strengthen every student relationship, extend support beyond what any team could achieve alone, and create experiences that feel genuinely helpful rather than mechanically processed. Those that don't will add another failed technology initiative to the pile, wondering why the chatbot they bought didn't deliver the transformation they needed. **For more on our approach to Conversational AI in higher education,** [**click here**](/conversational-ai-for-higher-education/)**.** **You can take our free Conversational AI Maturity Assessment** [**here**](https://scorecard.conversationdesigninstitute.com/education)**.** **Or read our insights into Conversational AI in Higher education** [**here**](/conversational-ai-for-higher-education/insights)**.** --- --- title: "Why your AI agent can spend your trust" description: "Even in this new era, conversational quality and trust are non-negotiable." url: "https://www.conversationdesigninstitute.com/blog/why-your-ai-agent-can-spend-your-trust" lang: en --- [ All blog articles ](/blog) # Why your AI agent can spend your trust An AI agent can complete a task perfectly and still damage customer trust. This article explores why conversational quality, transparency, and human-centered design are becoming critical as AI moves from answering questions to taking action. [  ](/expert/cindy-cardol) [Cindy Cardol](/expert/cindy-cardol) Blog Author Jun 22, 2026 5 min. read  ## Chapters [Why your AI agent can spend your trust ](#fbb372d5-3885-446e-a37a-e9ec606bf347) [Elizabeth Stokoe ](#32461c61-dcd5-4466-9149-04e6d56bd129) [1\. Simulating a soul ](#923457eb-6a12-4274-807f-819558ef8992) [2\. Tiny words but massive ledger movements ](#ca3b4227-7f3a-4f22-9a55-6b17d59d2b41) [Bigger is not always better ](#cf77c280-3c70-40df-9dff-78308c0cf1f2) ## Why your AI agent can spend your trust Now that we are completely immersed in the era of Large Language Models and Agentic AI, our industry needs to redefine what 'good' actually looks like. It’s no longer just about checking a box to see if a bot successfully used an API, matched the golden' answer, or retrieved the correct data. It’s about comprehensive, continuous testing to ensure these systems respect human social dynamics. Because even in this new era, conversational quality and trust are non-negotiable. It was exactly this human-first mindset that echoed through the beautiful, historic arcades of the Museu Marítim during the Beyond Boundaries Festival in Barcelona (April 28–30). Inspired by those sessions, I’ve written a series of blog posts capturing the keynotes that best define this new era of AI. ## Elizabeth Stokoe As a Client Strategist at Conversation Design Institute, I love the tech. But my actual job is to look past the hype and focus on the humans using it: the customers. Right now many organizations are running into a big problem. They are measuring speed and efficiency, which results in becoming more blind to the invisible cost of automated conversations. At CDI, we look at this through the lens of [Conversational Capital](https://hansvandam.substack.com/p/the-trust-ledger-looking-at-conversational?publication%5Fid=1445561&post%5Fid=199055199&isFreemail=true&r=22n58i&triedRedirect=true): the idea that every single turn in a conversation is an entry on a corporate Trust Ledger. Every smooth interaction adds a deposit, every friction point or unhappy moment forces a withdrawal. Listening to Professor [Elizabeth Stokoe’s](https://www.linkedin.com/in/elizabeth-stokoe-5150a419/) keynote, everything connected for me. Her talk went back to the very origins of what 'conversation' and 'conversational' actually mean. No matter how advanced or inventive AI technology becomes, if we want it to communicate with humans and feel trustworthy, we must always return to these core foundations. Just like the beautiful Gothic arcades that serve as the backbone of the venue itself. Two other takeaways from Professor Elizabeth Stokoe’s talk also stood out to me: ## 1\. Simulating a soul When brands worry that their AI feels too robotic, the immediate reaction is usually to try and program soul into it. We prompt LLMs to say things like, _I completely understand how frustrating that must be,_ and _as an AI assistant, I am here to help._ But as Professor Elizabeth Stokoe mentioned in her talk: AI agents cannot engage in true, reciprocal connection because they don’t have a ‘self’ to share. As humans, we know instinctively when empathy is being faked. In the Conversational Capital framework, we believe that faked empathy drains user trust much faster than a technical error. Customers don't need our AI to pretend to care. They just need it to be transparent about what it is, how it can help and deliver as it promised to do. ## 2\. Tiny words but massive ledger movements Stokoe’s research also highlights that human interaction is a highly sophisticated system. The tiniest change in wording determines how a human reacts. For example, shifting a question from _Are you interested?_ Would _you be willing?_ changes the social friction and flips the conversation around. When LLMs generate text on the fly, companies quietly build up content debt. The agent might get the data 100% right, but if its phrasing breaks social norms, the customer gets irritated and trust is withdrawn. Now that we are moving from bots that just provide information to autonomous agents that act, the stakes are higher than ever. An informational mistake is annoying, but an automated action failure caused by clumsy conversation design can really damage a brand's reputation. ## Bigger is not always better Now that we are pushing the boundaries of Agentic Experience Design, we have to realize that just throwing a bigger, more powerful LLM at the problem won't fix this. We need Conversation Designers who understand the micro-nuances of human talk and behaviour to build systems that aren't just functional, but what Professor Elizabeth Stokoe calls ‘conversationable’. The Trust Ledger is always running in the background. Every word choice matters, and every turn counts. --- --- title: "Why your AI agent might be culturally clueless" description: "When we design for AI, we should dive into the culture we are designing for. How? The power of ethnography." url: "https://www.conversationdesigninstitute.com/blog/why-your-ai-agent-might-be-culturally-clueless" lang: en --- [ All blog articles ](/blog) # Why your AI agent might be culturally clueless AI models may be trained on billions of words, but that doesn't mean they understand people. This article explores why culture, behavior, and social science matter just as much as technology when designing AI agents that earn trust. [  ](/expert/cindy-cardol) [Cindy Cardol](/expert/cindy-cardol) Blog Author Jun 17, 2026 4 min. read  ## Chapters [Why your AI agent might be culturally clueless ](#7b572c8d-765b-477f-959b-e26878b73306) [Elizabeth Rodwell ](#409ec7e6-efb2-4e64-a1c0-912841f32f65) [1\. Watch the real world ](#12a31cf5-16d0-49c7-b529-685dd4945ab0) [2\. Integrate social science ](#3c1bfdcc-0db2-47a6-bb65-bb829c55fe88) ## Why your AI agent might be culturally clueless Now that we are completely immersed in the era of Large Language Models and Agentic AI, our industry needs to redefine what 'good' actually looks like. It’s no longer just about checking a box to see if a bot successfully used an API, matched the golden' answer, or retrieved the correct data. It’s about comprehensive, continuous testing to ensure these systems respect human social dynamics. Because even in this new era, conversational quality and trust are non-negotiable. It was exactly this human-first mindset that echoed through the beautiful, historic arcades of the Museu Marítim during the Beyond Boundaries Festival in Barcelona (April 28–30). Inspired by those sessions, I’ve written a series of blog posts capturing the keynotes that best define this new era of AI. ## Elizabeth Rodwell On the second day, [Elizabeth Rodwell](https://www.linkedin.com/in/lizrodwell/), Associate Professor of Digital Media Technology, took us on a social scientist journey. In her session, she brought a fresh perspective to the table. While tech teams are hyper-focused on code, data pipelines, and prompt engineering, she reminded us that conversations don’t happen in a vacuum. They happen within culture, history, and hardwired behavior patterns. And exactly that is something that the standard models are not able to process in their output (yet). Lately, I've been reading more and more articles highlighting a challenge: English has become the default language of AI. Most large language models are trained on Western-centric data, which means their underlying logic, politeness standards, and conversational structures are inherently English. If you’re working in the conversational space, you know that we never design for a universal user. Even within one organization, there are often multiple personas developed to make sure our designs are inclusive. But what if you just use these ‘default’ LLMs in your workflow, expecting them to behave correctly? Then you’re seriously at risk of harming your [Conversational Capital](https://hansvandam.substack.com/p/conversational-capital-the-asset). To solve this, we should start using Elizabeth's advice: ## 1\. Watch the real world When we design for AI, we should dive into the culture we are designing for. How? Elizabeth emphasized the power of _ethnography_: the practice of deeply observing people in their natural environments to understand how they actually live and talk, rather than just asking them in a survey. When we design agentic workflows based purely on what we think customers do, we are definitely building broken paths. Every time an AI forces a user into this artificially designed path that doesn't match their real-world expectation, it’s a direct withdrawal from the Trust Ledger. Social science teaches us to watch human behavior first, and then build the tech to mirror that reality. ## 2\. Integrate social science As LLMs become more autonomous, they are entering sensitive human spaces like mental health, finance, and career planning. Elizabeth highlighted that social scientists are trained to look at the ethical, systemic impacts of technology. So integrating social science into your design processes or even better, inviting social scientists, anthropologists, and ethnographers to the design table, means you can create ethical guardrails before a single line of code or prompt is written. A massive capital deposit according to the Trust Ledger framework. To me, Elizabeth’s keynote was a powerful reminder that the ‘AI revolution’ isn't just an engineering challenge. It's a human one as well. Because we need to build systems that aren't just functional, but intelligent and socially aware too. And who can teach them to do that better than we, humans ourselves? --- --- title: "Conversational AI Case Studies" description: "Case studies from Conversation Design Institute: how leading organisations assess, train, and build to get AI conversations right." url: "https://www.conversationdesigninstitute.com/case-studies" lang: en --- # Conversational AI Case Studies Leading organisations work with our world-class experts to get AI conversations right. Here's a selection of case studies from CDI's assessment, training, and consulting projects, and the results we've delivered.                   ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## For businesses Every case here started with one of three engagements. Pick up where these stories leave off. [ Get in touch ](/contact) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. CDI assesses your team, technology, and organisation against the CDI Standards Framework, with advice on what to put right first. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team's knowledge and confidence with our training and certification programmes. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or ongoing basis. Get support launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) ## Turn ambition into action Not ready to talk? Score your conversational AI in twenty questions, free, and get a personalised report showing where to look first. ### Conversational AI Maturity Assessment Discover how your current conversational AI strategy scores and uncover your organisational blind spots. [ Who is it for? ](javascript:;)[ What can you expect? ](javascript:;) [ Learn more ](https://scorecard.conversationdesigninstitute.com/cdi-maturity-assessment) Who is it for? Back This tool is ideal for organisations with 1 or multiple AI assistants in production. The assessment gives managers, product owners and the team a better understanding of the maturity level of their Conversational AI practice. What can you expect? Back This Conversational AI Maturity Assessment has been developed by a team of experts, grounded in the CDI Standards. By answering 20 rapid-fire questions, you’ll receive a personalised report identifying the most important areas for improvement. ) ## Resources Explore insights and tools from Conversation Design Institute, empowering you to successfully implement Conversational AI solutions. Resources [ News, Trends & Updates ](/blog) [ CAI Maturity Assessment ](https://cdi-maturity-assessment.scoreapp.com/) [ Free Courses ](/resources#free-courses) [ Free Webinars ](/resources#free-webinars) [ CDI Standards Framework ](/conversational-ai-for-business/standards-framework) [ Events ](/resources#events) ) --- --- title: "Assessing, improving and implementing the building process for a cosmetics chatbot" description: "Discover how CDI assisted a leading Latin American beauty and cosmetics corporation with auditing and improving their internal processes and chatbot" url: "https://www.conversationdesigninstitute.com/case-studies/cosmetics-chatbot" lang: en --- Case study # Assessing, improving and implementing the building process for a cosmetics chatbot  Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the internal AI organization & processes. Once this foundation was (re)set, we worked collaboratively on the improvement of the current chatbot and setting the base for the new agentic bot. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Consulting Channel Whatsapp Industry Cosmetics Solution Partner Support / Customer support Growth area Mindset↗ Skillset↗ 100 + Flows, messages, journeys improved in less than 3 months 3 New KPIs introduced 5 + Best practices documents created and embedded “We learned a lot, way more than we anticipated upfront. You really have a lot of knowledge and we're happy we got a piece of it” ) Anonymous Director Experience and Innovation  ## Summary Isa is a hybrid virtual assistant for a leading Latin American cosmetics corporation that supports thousands of consultants and sales reps. While Isa was functional, the experience lacked a unified personality and was considered somewhat siloed. CDI was brought in to harmonize the brand’s voice and optimize the conversational logic. All to drive more meaningful value for both the consultants and the organization. ## The challenge The primary challenge was the fragmentation of the user experience, partially caused by different teams working on Isa’s conversational experience(s). Isa’s personality was inconsistent, and many conversational flows led to "dead ends" that frustrated users. Furthermore, the product recommendation needed a more robust structure. The client desired a more user centric model and a strategy that could bridge the gap between (structured) fixed flows and the more (freeform) LLM responses. ## How we supported CDI started with a deep dive into the client’s processes, kicking off with a discovery phase that included a light audit and a recommendation on KPIs. We worked closely with stakeholders across various divisions to ensure every recommendation was grounded in their operations. In the design phase, we redefined Isa’s persona and established (and embedded) style guidelines and a new system prompt to ensure a consistent voice. The team redesigned 10 core flows and iterated over 50 additional messages, moving away from dead-end interactions toward an end-to-end UX approach. To support the technical transition, we developed 60 specific LLM prompts and an "agentic" proposal to prepare Isa for new flows and a more autonomous future like a personal shopper (client end to end). The collaboration resulted in a hybrid conversational experience where marketing journeys and core support flows were formed into one. By implementing CDI’s conversational fundamentals, the client now has a clear roadmap for continuous improvement, moving from static interactions to a dynamic "design-test-build" workflow cycle. The project was concluded with a delivery of 20 proactive journey messages and A/B testing frameworks, giving the team the tools to validate prompt quality and consultant satisfaction independently. This partnership has strengthened Isa’s current capabilities and moreover laid the foundation for further improvement. )                   ## Get your brand's AI right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Boosting Voice AI Performance for Deutsche Telekom" description: "CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with the knowledge and best practices needed to continuously improve their voice AI assistant's performance and create more natural, conversational experiences for their customers." url: "https://www.conversationdesigninstitute.com/case-studies/deutsche-telekom" lang: en --- Case study # Boosting Voice AI Performance for Deutsche Telekom  CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with the knowledge and best practices needed to continuously improve their voice AI assistant's performance and create more natural, conversational experiences for their customers. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Consulting Channel Voice Industry Telecom Solution Customer support Growth area Systems↗ 300K + conversations deflected 89 % generated output passes stringent automated checks “The office hours with Conversation Design Institute gave the team exactly what they needed - practical guidance on voice-specific design patterns and prompting strategies that could immediately be applied to the LMOS platform. CDI helped to bridge the gap between the strong chat performance and the voice channel challenges, providing clear answers to complex questions about architecture, prompt optimization, and conversation flow design.” ) Willem Don AI Trainer  ## Summary Deutsche Telekom AG operates one of Europe's most advanced conversational AI platforms, built on their open-source LMOS (Large Model Operations System) framework through the Eclipse Foundation. Their AI assistant serves customers across both chat and voice channels, with chat agents handling over 1,000 use cases across 10-12 specialized agents and achieving resolution rates in the low 50% range. However, their voice channel presented unique challenges, with containment rates around 7% compared to chat's strong performance. ## The challenge While Deutsche Telekom's chat-based AI assistant was performing well, their voice channel struggled to deliver comparable results. Customers were trained to use short, command-like utterances rather than natural conversation, and the system often delivered verbose, information-heavy responses better suited to text than spoken dialogue. The team needed guidance on voice-specific design principles, prompting strategies, and how to optimize their agent architecture for natural spoken conversations. ## How we supported Conversation Design Institute (CDI) provided ongoing office hours support for Deutsche Telekom's voice AI agent team, covering prompt optimization, architecture design, and voice-specific conversation patterns. CDI addressed critical topics including: **Voice Design Fundamentals:** Turn-taking, expectation management, cognitive load management, and error handling specific to generative AI **Prompt Engineering:** System prompt optimization, use case structure, and handling universal intents (like "I don't know," help requests, and ambiguous questions) **Architecture Guidance:** Recommendations on routing logic, managing conversation breakdowns, and when to implement handovers versus in-flow resolution **Specific Use Cases:** Soft-resistance handling, bot-to-human handover protocols, and managing ambiguous yes/no responses to either-or questions **Results** Through regular office hours sessions, CDI helped Deutsche Telekom: - Establish clear voice design principles for their team to follow across all use cases - Optimize their prompt structure, including guidance on where to handle universal intents (system prompts vs. dedicated use cases) \-Develop strategies for managing conversation state and ensuring clean transitions between use cases - Address specific pain points like barge-in handling, TTS emphasis patterns, and disambiguation approaches The ongoing collaboration equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with the knowledge and best practices needed to continuously improve their voice AI assistant's performance and create more natural, conversational experiences for their customers. )                   ## Get your voice AI right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Leading Global HR Services Provider" description: "Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in workforce solutions. They support organizations in finding, developing, and retaining top talent across multiple markets and a well working chatbot would really help them in finding the right talent. Within a matter of months we realized +325% uplift in online applications. " url: "https://www.conversationdesigninstitute.com/case-studies/global-hr-provider-chatbot" lang: en --- Case study # Leading Global HR Services Provider  Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in workforce solutions. They support organizations in finding, developing, and retaining top talent across multiple markets and a well working chatbot would really help them in finding the right talent. Within a matter of months we realized +325% uplift in online applications. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Consulting Channel Website Industry HR Services Solution Chatbot Growth area Skillset↗ 17 %+ uplift in interactions within 3 months 325 % uplift in online applications in 4 months 68 % provided 3 points or higher on 5 point scale “I remember that during our first presentation you referred to Aristotle with “everyone you pay attention to, grows”. Now after these couple of months, this is really true to us.” ) Anonymous Content Manager  ## Summary Ella is a virtual assistant that supports visitors with job searches, courses and online applications. While the website itself attracts thousands of visitors, Ella was neglected as some of the [Conversation Design](/topics/conversation-design) fundamentals were not applied well. The client was also not happy with the tone of voice of the current bot. ## The challenge Conversation Design Institute (CDI) was asked to help redesign the [chatbot](/topics/chatbots) again. The goal: Getting more traction in the chatbot, but moreover, getting more people in there to apply online. Another goal was to convince users to enroll themselves (make an account) with the company after search results were shown ## How we supported The first step was a light audit of both the chatbot and the team taking care of the daily development. The results were bundled in an expert review report and presented to the client as well as our recommendations to improve the user experience. After discussing the quick wins, the team redesigned the top 4 journeys and implemented the updated flows. Once done, they were ready to be tested out again with users and see what the impact of the changes were. Both the client and CDI saw the need to redefine the persona and once that was set (and approved by leadership), the redesign of the top 4 journeys could start. After the journeys were reshaped and implemented, the testing phase could start. Given the low number of daily visitors this testing phase was set for 1 month. The results blew the client away. Not only were they surprised with the +325% uplift in online applications in 4 months, but also how relatively small and easy the changes were. By “just” applying [conversation design](/topics/conversation-design) fundamentals and improving what was already there, there was no need to expensive user research or a shift to another platform The testing phase was concluded with a final editing round and then the improved journeys were put live again. These results also triggered the attention of the Global team which is now in the process of launching their own [chatbot](/topics/chatbots). )                   ## Get your HR assistant right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Goodcall’s AI Phone Assistant Case Study" url: "https://www.conversationdesigninstitute.com/case-studies/goodcalls-ai-phone-assistants" lang: en --- Case study # Goodcall’s AI Phone Assistants  Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants that provide 24/7 coverage to companies across a wide range of industries. Their friendly virtual assistant offers high-quality customer service, while simultaneously automating repetitive tasks. Conversation Design Institute worked with Goodcall to develop a systematic way of measuring and improving the performance of their NLU model. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Consulting Channel Voice Industry Telecommunications Solution Customer support Growth area Skillset↗ Culture↗ 20 % Increase in correctness 50 K+ Automated calls per week 14 K+ Local businesses supported “Goodcall is continuously looking to improve – in every aspect of what we do. In CDI we found a partner that strives to make us better. Their team demonstrated a breadth and depth of experience that we couldn't find elsewhere.” ) Bob Summers CEO  ## Summary Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants that provide 24/7 coverage to companies across a wide range of industries. Their friendly virtual assistant offers high-quality customer service, while simultaneously automating repetitive tasks. Conversation Design Institute worked with Goodcall to develop a systematic way of measuring and improving the performance of their NLU model. ## The challenge Goodcall wanted to understand where their conversational AI product and practices stood in comparison to other products in the market. In addition to this, they requested CDI to help identify areas of improvement that could subsequently be prioritized by their development team. As a result of a collaborative in-depth analysis by CDI and Goodcall’s development team of real-time customer interactions, the company asked us to assist them in further improving their existing intent training and their NLU model. ## How we supported In order to better understand Goodcall’s situation, CDI’s experts initially performed an AI Assistant review: a complete assessment benchmarking a virtual assistant’s performance in terms of [Conversation Design](/topics/conversation-design) and [AI Training](/topics/ai-training). As a result of the review, our AI trainers were able to identify issues with the way that Goodcall was training their intents and, as such, suggested clear pathways to improve Goodcall’s NLU performance. Over a period of 6 months, our experts worked closely with their team to fully establish the roadmap of Goodcall and together work on the identified areas of improvement. Following CDI’s framework, a huge jump in NLU performance with an increase in correctness of 20% was increased. )                   ## Get your phone AI right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Hansgrohe’s Virtual Assistant Case Study" url: "https://www.conversationdesigninstitute.com/case-studies/hansgrohe-chatbot-hans" lang: en --- Case study # Migrating Hansgrohe's Chatbot, Hans  The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe and AXOR. To enhance customer service, they launched Hans, a virtual assistant. As Hans outgrew its platform, Hansgrohe partnered with CDI to find and migrate to a more scalable solution, ensuring a seamless transition while maintaining high service standards. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Consulting Channel Chatbot Industry Utilities Solution Customer support Growth area Culture↗ Systems↗ 8 Weeks' turnaround 105 Intents migrated to new platform 1K + Training phrases migrated “From the beginning we had a really good feeling about working with Conversation Design Institute. Even the meetings were fun! And so great that we could speak German with Conversation Design Institute.” ) Sarah Zapf Product owner  ## Summary The Hansgrohe Group, a leading global sanitation company based in Germany, is renowned for its premium brand Hansgrohe and luxury brand AXOR, emphasizing quality, innovation, and design. To enhance customer service, they introduced a virtual assistant named Hans. Initially successful, Hans eventually outgrew its platform, prompting Hansgrohe to seek a more suitable solution. Conversation Design Institute played a crucial role in finding and migrating to a new platform, ensuring the transition was accurate, swift, and focused on maintaining high customer service standards. ## The challenge CDI assisted Hansgrohe in their platform selection by helping identify the key requirements. Before making a decision, it was important for Hansgrohe to have the following three questions answered. **Firstly**, how could a migration be enabled to allow a seamless continuation of customer service support? **Secondly**, would the new platform allow for any improvements to be made to Hans - especially in regards to building out transactional journeys? And, **finally** what support could each of the prospective candidate platforms offer Hansgrohe’s team? After making sure that all of these questions were satisfactorily answered, the winning bid fell to Cognigy. ## How we supported In just two months, CDI assisted Hansgrohe with the migration and reconstruction in Cognigy of Hans’ entire [chatbot](/topics/chatbots) corpus. This included over 100 intents, 1100+ training phrases, and various entities. This migration leveraged Cognigy's advanced capabilities, including improved lexicons, to significantly enhance user experience and clarity, particularly with technical topics. CDI conducted 14 rounds of testing and optimization, transitioning from Hans 0.1 to the live Hans 0.15\. Since launch, efforts have focused on refining content and adding features, such as automating customer requests and aiding product searches. Hans is now able to offer its service to a much wider and more diverse audience. )                   ## Migrate yours right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Healthcare HR Chatbot Assistant Case Study" description: "Discover how CDI assisted a multinational healthcare company build an internal HR assistant for more than 100k employees." url: "https://www.conversationdesigninstitute.com/case-studies/healthcare-hr-chatbot" lang: en --- Case study # Healthcare HR Chatbot  Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to create a best-in-class internal chatbot that would serve its staff. We helped them to re-imagine and transform the HR department’s ways of communicating with over 100,000 employees. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Training, Consulting Channel Internal Industry Healthcare Solution Chatbot Growth area Mindset↗ Skillset↗ Culture↗ Systems↗ 100 K+ Employees 200 + Intent in scope “We’ve learned so much working with CDI. The thing we liked is their willingness to roll up their sleeves and support us, while simultaneously teaching us what we need to know to be successful on our own.” ) Anonymous Director Intelligent Automation  ## Summary Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to create a best-in-class internal [chatbot](/topics/chatbots) that would serve its staff. We helped them to re-imagine and transform the HR department’s ways of communicating with over 100,000 employees. ## The challenge The challenge was set out in clear terms by the client: to offer an efficient and time-saving single point of contact for all employees on HR-related topics, without compromising on user experience. CDI was on boarded on the project after the client had already run a successful POC. With a plethora of great data available from this, CDI was able to map out a number of very clear improvements that could be implemented immediately. To lay the foundation for the company’s journey towards its stated success criteria, CDI used the POC findings to conduct stakeholder and team member interviews, as well as perform an expert review on its performance. The conclusions were collected in a strategic report for stakeholders and sponsors, so we could create a clear path forward going from a POC to an MVP and beyond. ## How we supported CDI identified three important areas where the client could further develop the POC into a successful assistant: creating a clear tone of voice and personality, training the NLU model, and keeping the user as the main focus point. Our certified [Conversation Designers](/courses/conversation-designer/), [AI Trainers](/courses/ai-trainer/), and UX Designers were attached to this project to ensure that all three points were addressed and achieved with great expertise. In addition to the three points above, a significant part of the project involved extensive training and coaching of their internal team of experts, to help the client to become custodians of their own chatbot. Upskilling the client to the highest [conversation design](/topics/conversation-design) standards is a key tenet of CDI’s philosophy. As such, we are proud to witness the further evolution of the [chatbot](/topics/chatbots), as the internal team have taken full ownership of it. The redesigned chatbot was relaunched with 200+ intents and we have remained on-hand to offer further coaching and expert knowledge, as the company continues to grow its internal HR assistant. )                   ## Get your employee AI right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Honeybook explores Agentic Experience Design" description: "CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day workshop. In a beautiful 17th century canal mansion no less. We all exercised the design muscles and talked conversational design and agentic AI. A day full of energy and inspiration." url: "https://www.conversationdesigninstitute.com/case-studies/honeybook-training" lang: en --- Case study # Honeybook explores Agentic Experience Design  CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day workshop. In a beautiful 17th century canal mansion no less. We all exercised the design muscles and talked conversational design and agentic AI. A day full of energy and inspiration. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Training Channel Chatbot Industry CRM Solution Workshop Growth area Culture↗ Skillset↗ Mindset↗ 20 Attendees 80 % CSAT “It was very helpful for my day to work and also lots of fun and a great host!” ) Michelle Handelman Honeybook Conversation Designer ## About Honeybook HoneyBook is a clientflow management platform for independent professionals and small service-based businesses, offering tools to manage the entire client lifecycle from lead generation to payment. ## Learning by doing Honeybook is both very design driven and tech driven. As an online CRM platform serving independent professionals, Honeybook is always looking for ways to help their customers get the most out of their products and services. AI is seen as a great opportunity. So what better way to further unlock the skill set of an enthusiastic team than a 1 day immersive workshop on [Conversation Design](/topics/conversation-design) in the age of [GenAI](/topics/generative-ai-and-llm). Everyone was really involved in sticking post-its and learning by doing. ## Conversation design in the GenAI age Honeybook already employs an impressively capable GenAI conversational agent on their platform, and was looking for expert guidance on how to make the experience for their customers even better. We explored how applying the CDI workflow would help them fill gaps, discover and explore opportunities and harness the power of GenAI in their best interest. The main thrust of the workflow is that even in the age of GenAI you need to design first, then create a prompt to make that design happen in real life, and then evaluate and optimise. So, a lot has changed, but many things remain the same. ## Going home inspired The team, which works all over the world, went home with fresh ideas and a good approach to making these a reality. We really look forward to working with Honeybook again. )                   ## Bring AXD to your team This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "HP’s Virtual Assistant Case Study" description: "See how CDI's auditing, training, and consulting improved HP's virtual assistant, achieving a 90% response rate across channels and languages." url: "https://www.conversationdesigninstitute.com/case-studies/hp-virtual-assistant" lang: en --- Case study # HP’s Virtual Assistant  HP Inc. is a technology company that believes one thoughtful idea has the power to change the world. Its product and service portfolio of personal systems, printers, and 3D printing solutions helps bring these ideas to life. With the help of CDI, HP was able to level up their conversational AI operation within 90 days. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Training, Consulting Channel Omnichannel Industry Technology Solution Customer support Growth area Mindset↗ Skillset↗ Culture↗ systems↗ 5 + Channels supported 8 + Languages supported 90 % Response rate across channels & languages “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.” ) Anju Sharma Manager Virtual Agent  ## Summary HP Inc. is a technology company that believes one thoughtful idea has the power to change the world. Its product and service portfolio of personal systems, printers, and 3D printing solutions helps bring these ideas to life. With the help of Conversation Design Institute, HP was able to level up their conversational AI operation within 90 days. ## The challenge HP's Virtual Assistant was launched in June 2017 through a Microsoft collaboration. During the COVID pandemic, it became crucial for managing reduced contact center capacity. Today, it has a response rate of 90% across multiple channels and languages, serving millions monthly. HP was eager to work with Conversation Design Institute to improve their operations and identify new opportunities. We moved forward with a program including auditing, expert support, and workshops to upskill their team. ## How we supported We started with reviewing the HP Virtual Assistant and looking more closely to the team’s capability. This led to a detailed program to take the HP team to the next level. As a result of our review, we worked closely with HP to implement short-term improvements, including restructuring the training phrases for 100+ intents. We also engaged in a 2-month workshop program with the HP team focused on [AI Training](/topics/ai-training) and [Conversation Design](/topics/conversation-design) best practices, as well as implementing the [CDI Method](/courses/cdi-method/) as a structured way of working. The aim of our approach was to both improve the team's skills and confidence as well as improve the performance of HP’s Virtual Assistant. By embedding CDI’s knowledge and expertise directly into the organization, we ensure long-term benefits with downstream effects, like higher automation rates, increased operational efficiency, and sustainable improvements in the performance of the team and the Virtual Assistant. )                   ## Get your assistant right Work with CDI across assessment, training, and consulting to strengthen your Conversational AI. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "IND embraces Conversational AI as a channel" description: "The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'customers' are foreign nationals applying for residence permits, asylum, visas, or Dutch citizenship. CDI was involved in training the IND team through workshops while helping determine chatbot scope. Then a duo of CDI AI Consultants became an integral - if temporary - part of the team helping make chatbot Sofia a success." url: "https://www.conversationdesigninstitute.com/case-studies/ind-government-chatbot" lang: en --- Case study # IND embraces Conversational AI as a channel  The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'customers' are foreign nationals applying for residence permits, asylum, visas, or Dutch citizenship. CDI was involved in training the IND team through workshops while helping determine the chatbot scope. Then a duo of CDI AI Consultants became an integral part of the team, helping make chatbot Sofia a success. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Consulting, Launching and improving a chatbot Channel Web Chatbot Industry Government Solution Customer support Growth area Culture↗ Skillset↗ Mindset↗ 35 % Containment 197 K Conversations in year 1 “The greatest challenge of Conversational AI for government is the huge gap between citizen's language and that of officialdom.” ) Jasper Klimbie CDI Conversational AI Consultant  ## Summary For two years, CDI worked with The Immigration and Naturalization Department of The Netherlands (IND) to successfully launch a Conversational AI chatbot ‘Sofia’. This [chatbot](/topics/chatbots) helps applicants get answers and find information. The goal is to help people self serve more. Simultaneously, IND has added live chat as a channel. After a successful 1 year chatbot pilot with over 200.000 conversations in two languages, Sofia has earned its place as an official channel for applicants. Containment, though not a goal, is around 35% of conversations. ## The challenge IND serves a very disparate group of applicants. Matters regarding immigration are often both complicated and personal. And, the language used by applicants is often quite different from the more formal and legal language used by the agency itself. So the main challenge was dual: recognising what applicants needed and then answering general questions clearly and concisely. ## How we supported CDI was involved in training the IND team through workshops while helping determine [chatbot](/topics/chatbots) scope. Then a duo of CDI AI Consultants became an integral - if temporary - part of the team helping make chatbot Sofia a success. [Conversational AI](/topics/conversational-ai) has become an established channel for IND. And, CDI has gained valuable experience working with both the constraints and great talent and dedication of a government agency like the IND. )                   ## Get your public-sector AI right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Expanding Multilingual IVR Support Case Study" url: "https://www.conversationdesigninstitute.com/case-studies/multilingual-ivr-support" lang: en --- Case study # Expanding multilingual IVR support  A leading global provider of cutting-edge software and services, embarked on a transformative journey to expand the reach of their Conversational Interactive Voice Response (IVR) Service Bot across multiple languages. CDI helped them successfully scale and localize across 3 key languages, allowing the company to access and serve new markets. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Consulting Channel Voice Industry Technology Solution Customer support Growth area Skillset↗ Systems↗ 3 Key languages localized 70 + Localized use cases 15 Weeks' turnaround time “Successfully localizing this IVR is truly a testament to our commitment and expertise. Localizing such a number of use cases required relentless dedication, but our team was able to overcome all challenges and deliver a globally inclusive IVR experience.” ) Ivona Gudelj Program Manager & Conversation Designer  ## Summary A leading global provider of cutting-edge software and services, embarked on a transformative journey to expand the reach of their [Conversational Interactive Voice Response (IVR)](/topics/ivr) Service Bot across multiple languages. CDI helped them successfully scale and localize across 3 key languages, allowing the company to access and serve new markets. ## The challenge The company had identified a growing need to extend their functionality beyond English, in order to provide both existing and new customers with language capabilities that would make product registration a lot easier. The target languages included French and Spanish spoken in North America, and Japanese. To achieve this ambitious goal, they engaged CDI to provide expert localization and testing assistance. ## How we supported Recognizing CDI’s diverse range in language expertise along with our high [conversation design](/topics/conversation-design) standards, the company entrusted us to deliver end-to-end support for the localization project in the North American and Japanese markets. The scope involved not only translating dialogues, training phrases, and entities but also managing content in a way that aligns with the nature of the [Conversational IVR](/topics/ivr). This also included testing, tuning and optimization of all non-English applications. Within just 20 weeks, CDI was able to deliver a fully localized and tested corpus for all three languages. The methodical sprint structure enabled continuous improvement and ensured that the multilingual expansion of the [IVR](/topics/ivr) solution met all requirements. )                   ## Scale yours right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Sports Retail Chatbot Case Study" url: "https://www.conversationdesigninstitute.com/case-studies/sports-retail-chatbot" lang: en --- Case study # Global Sports Retail Chatbot  A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. Its main function was to help customers keep track of their orders as well as answer any questions that they may have. In order to optimize their customer support across other markets, the company reached out to CDI to help them achieve a successful chatbot experience that combined the US framework with flexibility for localized enhancements. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Consulting Channel Web Industry Retail Solution Customer support Growth area Mindset↗ Skillset↗ Culture↗ Systems↗ 5 + NPS Upflit 44 % Containment 8 Local markets and growing “In some markets the bot scores as highly as human agents. That’s almost unheard of for customer service AI Assistants! We’re now copying insights gained from those markets to increase NPS globally.” ) Willem Don AI trainer  ## Summary A Forbes 500 sports retail brand launched their customer service [chatbot](/topics/chatbots) in the US market in 2020\. Its main function was to help customers keep track of their orders as well as answer any questions that they may have. In order to optimize their customer support across other markets, the company reached out to CDI to help them achieve a successful chatbot experience that combined the US framework with flexibility for localized enhancements. ## The challenge A common hurdle for successful localisation is how to empower local domain experts; how to give them the tools to properly modify and optimize an AI Assistant to the local situation. This is especially challenging when they have limited experience with conversational AI. Encouraging local teams to be involved as closely as possible with the [chatbot](/topics/chatbots) is a core belief for CDI, as a customer-facing AI Assistant will never be fluent enough to drive lasting value without their inclusion. ## How we supported For each market, we paired a small local team with a CDI expert that could review, coordinate and guide the localization and implementation. This approach also meant that the teams could be introduced to CAI fundamentals and approaches during the sprints. Our approach allowed markets to move with speed and start automating chats and delivering results quickly. So far, localized versions are live in the US, Canada, Brazil, Mexico, Argentina, Peru, Chile and Colombia, with European markets next on the horizon. )                   ## Get your retail AI right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Trulet’s Chatbot: Trudi’s Migration Case Study" url: "https://www.conversationdesigninstitute.com/case-studies/trulets-chatbot-trudi" lang: en --- Case study # Migrating Trulet’s Chatbot, Trudi  Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enhances the rental experience for property managers and renters. To improve efficiency, they partnered with CDI to migrate Trudi from Dialogflow ES to Dialogflow CX. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Training, Consulting Channel Chatbot Industry Travel Solution Customer support Growth area Mindset↗ Skillset↗ Culture↗ Systems↗ 40 % Improvement in recognition 100 + Integrated intents 2 m Tenant and landlord enquiry responses “Through all diligent efforts, we successfully completed the migration of the chatbot. A seamless transition was ensured by transferring all functionalities and features from Dialogflow ES to Dialogflow CX, delivering a fully migrated chatbot that met all requirements.” ) Oliver Day AI trainer  ## Summary Trulet are the Australia-based creators of Trudi, an innovative [chatbot](/topics/chatbots) developed to improve and streamline the rental experience for both property managers and renters. Their goal is to support their customers by providing regular updates, quick replies, rental documents, and answers at their fingertips. The Trulet team approached CDI with a specific objective: to migrate Trudi from Dialogflow ES to Dialogflow CX. ## The challenge As Trulet no longer believed that Dialogflow ES could meet their requirements due to the growing complexity of the dialogs they were designing, they approached CDI to help them successfully take on a migration. This however presented the company with a series of challenges. Many of the features and capabilities present in ES were either unsupported or implemented in a significantly different manner in CX. This necessitated careful planning and adaptation to ensure a successful transition. The Trulet team, in collaboration with CDI, had to navigate these disparities and make appropriate adjustments to ensure Trudi's functionality was maintained while taking advantage of the advanced capabilities offered by Dialogflow CX. ## How we supported The project began with a comprehensive assessment by CDI of the training data and documents provided. We carefully examined the disparities between Dialogflow CX and ES, and subsequently analyzed Trudi's existing dialogs in relation to these differences. This process allowed us to determine the necessary changes and devise strategies for their implementation. Collaborating closely with the Trulet developers, we delved into understanding the intricacies of the integrations, ensuring a smooth transition from Dialogflow ES to Dialogflow CX. Furthermore, our initial review revealed potential opportunities to enhance Trudi's comprehension capabilities. Specifically, we identified issues with the utilization of entity structures and recognized room for improvement in the precision of intents. To optimize the intents, we employed Qbox, a tool that enabled us to make informed decisions based on data analysis. By redefining the intent scopes, eliminating underperforming training phrases, and achieving a better intent balance, CDI was able to improve the recognition of Trudi by more than 40%. )                   ## Migrate yours right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Mick, Vandebron’s Chatbot Case Study" description: "Discover the ways in which CDI’s consultancy and training helped launch Mick - the chatbot of the Dutch energy company Vandebron." url: "https://www.conversationdesigninstitute.com/case-studies/vandebrons-chatbot-mick" lang: en --- Case study # Vandebron’s Chatbot, Mick  Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their customer service chatbot Mick within just 5 weeks. The immediate results were a 50%+ containment rate, a 66% positive CSAT and trending upwards, and an answer rate from the bot of 94%. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Consulting Channel Omnichannel Industry Energy Solution Customer support Growth area Mindset↗ Skillset↗ Culture↗ Systems↗ 94 % Answer rate 50 % Containment 66 % CSAT score “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.” ) Bob Molenaar Digital Experience Manager  ## Summary Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their customer service [chatbot](/topics/chatbots) Mick within just 5 weeks. The immediate results were a 50%+ containment rate, a 66% positive CSAT and trending upwards, and an answer rate from the bot of 94%. ## The challenge Vandebron allows customers to source renewable energy from local providers, for example from the farmer down the road with a wind turbine. The end goal is 100% renewable energy, 100% of the time. Their groundbreaking approach and constant innovation is revolutionizing the Dutch energy market. As a very forward facing, legacy free company using technology to help its customers get things done almost speaks for itself. Vandebron allows customers to source renewable energy from local providers. Their groundbreaking approach and constant innovation is revolutionizing the Dutch energy market. As a very forward-facing company, they were looking to embrace the latest and best technology to help their customers get things done. CDI was involved throughout the process, providing Vandebron with end-to-end support in order for them to take the [chatbot](/topics/chatbots) Mick from ideation and strategy to implementation. ## How we supported Before starting on the project, CDI helped Vandebron decide which platform would fulfil their requirements in the best way. CDI’s extensive research proved Ultimate to be a good fit. To kick off the chatbot project itself, we worked with Vandebron and a platform expert from Ultimate to determine the best scope for MVP launch. Vandebron then selected a range of detailed FAQ’s that would address some of the most urgent questions from the majority of their customers. The core dialogues of the [chatbot](/topics/chatbots) as well as its persona were then developed according to the [CDI Method](/courses/cdi-method/), working closely with Vandebron customer service representatives to ensure an equitable approach to the design. The chatbot was delivered within just 5 weeks of the kickoff. This was due to short lines of communication, quick sign-offs and close cooperation between Vandebron, CDIS, and Ultimate. )                   ## Build yours right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Vodafone’s Virtual Assistant, TOBi" url: "https://www.conversationdesigninstitute.com/case-studies/vodafone-tobi-assistant" lang: en --- Case study # Vodafone’s Virtual Assistant, TOBi  Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobile and 27 million broadband customers. Their AI-powered telecom chatbot, TOBi, handles 1 million daily conversations across 15+ markets, showcasing the impact of telecom conversational AI on customer service. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Auditing, Training, Consulting Channel Omnichannel Industry Telecommunications Solution Customer support Growth area Mindset↗ Skillset↗ Culture↗ 20 + Uplifts in NPS 1 M Daily conversations 15 + Local markets “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.” ) Beatriz Lopez Mencia User Experience Manager  ## Summary Vodafone Group Plc is a British multinational telecommunications company. They are the largest Mobile and Fixed Network Operator in Europe with over 300 million mobile customers and more than 27 million fixed broadband customers. Their customer-facing AI Assistant TOBi handles around 1 million conversations on a daily basis and is live in 15+ markets across multiple channels, including App, Web, WhatsApp, Facebook and Voice. ## The challenge Vodafone Group asked CDI to help shape the creation of a design framework for TOBi designers across all markets. The goal: to drive a consistent and unique TOBi customer experience across all channels, meeting the user needs, and aligning the broader company mission. Covering both chat and voice channels, the main objective of the framework was to become a go-to resource for [Conversation Designers](/courses/conversation-designer/) at Vodafone, covering TOBi’s Purpose, Experience principles & personality, and [Conversation Design](/topics/conversation-design) guidelines and best practices. ## How we supported CDI assisted the Experience Designers at Vodafone Group throughout the process by: 1. Reviewing the first drafts of the Experience Framework 2. Providing suggestions on how to further shape TOBi’s Principles and Experience definition 3. Collaborating on the [Conversation Design](/topics/conversation-design) best practices examples We were able to give meaningful input for much of the experience framework’s content. We offered feedback and suggestions that were comprehensive and applicable, detailed, and pragmatic. In addition to advising and helping with the iteration of the experience framework, CDI also provided a detailed list of all the fundamental copywriting principles for voice and chat, and collaborated on positive and negative examples to demonstrate how these Design Fundamentals should be reflected in TOBi’s responses. By successfully developing this framework, Vodafone Group now offers clear guidance on how to design for the TOBi experience on all channels, across all markets. )                   ## Get yours to TOBi's level This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) --- --- title: "Understanding AI" description: "Understand conversational and agentic AI with Conversation Design Institute: what it is, how it works, the roles, the technology, and where to learn more." url: "https://www.conversationdesigninstitute.com/topics" lang: en --- # Understanding AI Welcome to our comprehensive guide to understanding AI, whether you're a business leader, a developer, or a design practitioner building a career in Conversational AI. Watch video  ## Topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Jumpstart your career in AI Through detailed explanations, practical examples, and expert perspectives, we offer a peek at the amazing world of AI. We offer explanations of key concepts like [generative AI](/topics/generative-ai-and-llm), [conversational AI](/topics/conversational-ai), and more. Hungry for more? The CDI platform offers tons of resources to take you deeper, from beginner guides to advanced courses. CDI helps you master the fundamentals of conversational AI and beyond, whether you’re a business leader who wants to learn more or an individual looking to land your next job in AI. [ Explore all Courses ](https://learn.conversationdesigninstitute.com/home) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Chapters [What is conversational AI? ](#510f84f8-0b8c-4601-9cdc-42d8cea2af95) [Conversational AI glossary ](#4ee82717-c091-4bb4-93e4-25876a29dd53) [Jobs in AI ](#740f95dc-1526-4822-94cc-a641f874ace2) [Types of Conversational AI ](#e810f831-164c-45bb-bef4-f95f7b7667fb) [Types of Generative AI ](#df94d6d0-2c1d-4156-9a33-99061868f06f) [People who work in AI ](#fb86566a-152d-461a-bee0-7df7b9dd3d9d) [How fast is AI growing? ](#656a8fd6-c140-4eff-9789-731727203056) ## Where, what and how of AI ### What is Artificial Intelligence (AI)? Artificial Intelligence (AI) is the umbrella term that refers to the development of computer programs or machines that can perform tasks that typically require human intelligence. These tasks include learning, reasoning, problem-solving, perception, understanding natural language, and even interacting with the environment in ways that mimic human-like behavior. AI systems are designed to analyze large amounts of data, recognize patterns, and make decisions based on that data, often with minimal human intervention. They achieve this through various techniques such as machine learning, deep learning, natural language processing, computer vision, and robotics. ## Types of AI  ### Generative AI [Generative AI](/topics/generative-ai-and-llm) is a type of artificial intelligence that can create new content like text, images, or music. It learns patterns from existing data and uses that knowledge to produce original outputs. Think of it like a very advanced autocomplete - you give it a prompt or starting point, and it generates relevant content based on what it has learned.  ### Deep Learning (DL) Deep Learning is a subset of ML and has garnered attention for its breakthrough applications, such as autonomous vehicles and advanced language models like ChatGPT. Inspired by the brain's neural networks, DL excels in processing unstructured data like images, videos, and text.  ### Machine Learning (ML) Machine Learning is a subset of AI that focuses on crafting algorithms that can learn from data without explicit programming. It's about enabling machines to improve their performance over time.  ### Data Science Data Science basically refers to all the tools data scientists have in their toolkit. Data science integrates AI, ML, DL, and various other tools and methodologies. It encompasses skills like data analysis, statistics, and data visualization, aiming to extract meaningful insights from diverse datasets.  ## Jobs in AI AI is one of the fastest growing industries in the world. There are many great job opportunities and they’re often well compensated:  ### Conversation Designer Professionals in this role are responsible for designing human-centric conversational experiences. They make sure conversations are aligned with the brand, resonate with the audience and deliver on the goals of the business. $ 70000 - 150000 Jobs available in: Tech company UX/Product  ### Prompt Designer Prompt designers or prompt engineers are known for their ability to instruct LLMs to get the desirable output. Think of classification and summarization tasks, answer generation in a certain tone and style or building and maintaining advanced RAG pipelines. $ 50000 - 100000 Jobs available in: AI R&D, NLP teams  ### AI Trainer They prepare the data used to train NLU models. Ensuring the quality and accuracy of training data that directly impacts the performance of AI Assistants, like chatbots and voice assistants. $ 60000 - 120000 Jobs available in: AI, Data, Support teams  ### Machine Learning Engineer ML engineers focus on designing, implementing, and optimizing machine learning models and systems. $ 120000 - 250000 Jobs available in: AI R&D, Software teams  ### Data Scientist Experts who leverage statistical analysis, machine learning, and data visualization techniques to extract insights and patterns from large datasets $ 110000 - 220000 Jobs available in: Data, Research, Business  ### AI Ethicist With the growing importance of ethical considerations in AI development and deployment, ethicists evaluate and advocate for responsible AI practices $ 90000 - 200000 Jobs available in: AI, Legal, Ethics teams  ### AI Product Manager AI product managers oversee the development and implementation of AI-powered products and services. $ 130000 - 250000 Jobs available in: Product, AI, Innovation teams ## Automation in Conversational AI [Conversational AI](/topics/conversational-ai) helps us automate conversations in a human-centric way. The history of [chatbots](/topics/chatbots) spans multiple decades. We went from rudimentary rule-based systems to the general-purpose, [generative AI](/topics/generative-ai-and-llm) chatbots like ChatGPT, Gemini, and Claude, that we have today. - **Declarative chatbots** are powered by natural language understanding (NLU). While limited to a pre-defined set of intents, they have the ability to more accurately recognize what people are talking about and can carry context across dialogues or dialogue turns. - **Voice Assistants & Interactive Voice Response** ([IVR](/topics/ivr)) are a subset of AI Assistants that interact with users primarily through voice. They leverage speech recognition technology, like text-to-speech (TTS) and speech-to-text (STT) to interpret spoken language and respond back in spoken language. - **Generative AI chatbots** are powered by LLMs to generate responses on the fly. They can understand context to some extent and produce more flexible and dynamic responses (however, these responses aren’t always accurate). - **Copilots and AI agents** are a final category of [chatbots](/topics/chatbots) that have gained popularity. These are chatbots, usually powered by [generative AI,](/topics/generative-ai-and-llm) that can either collaborate with you or even take actions on your behalf. ## Types of Generative AI Foundation models generate output based on human language instructions (prompts). Generative AI encompasses various techniques that enable machines to create new content or data that is similar to the input it has been trained on. Here are some types of [generative AI](/topics/generative-ai-and-llm): - **Text-to-text:** Text generation models are designed to produce human-like text based on the input they receive. These models can be used to augment conversational experiences, summarize long pieces of text, and even generate code. - **Text-to-image:** Image generation models create new images based on the patterns and features they have learned from a dataset of existing images, like DALL-E or Stable Diffusion. - **Text-to-music:** AI models can also generate music compositions by learning from existing musical pieces. These models can compose melodies, harmonies, and even entire songs in various styles and genres. - **Text-to-video:** Video generation AI can create new video sequences based on the visual patterns it has learned from training data. These models can generate realistic animations, visual effects, or even deepfake videos. ## What types of people work in AI? Working in AI requires a combination of technical expertise, creativity, curiosity, and above else a collaborative mindset. There’s no one-size-fits-all personality type for AI professionals, however, certain traits are commonly found among successful individuals in the field: - Analytical thinking - Curiosity and creativit - Adaptability and flexibility - Problem-solving skills - Collaboration and communication - Ethical awareness - Attention to detail - Learning mindset  Obviously, this list is non-exhaustive. The key takeaway here is that AI is a dynamic and multidisciplinary field that demands continuous learning and skill development. ## How fast is AI growing? If we look at the field of AI as a whole, we can see immense growth. Here are some key indicators of AI's rapid expansion: ### Investment and funding AI has attracted significant investment from both public and private sectors. Venture capital funding for AI startups has surged, with billions of dollars being invested in AI-related ventures across various industries. ### Research publications The number of research publications in AI has been steadily increasing over the years. ### Job market The demand for AI talent has skyrocketed. Job postings for AI-related roles, such as machine learning engineers, data scientists, and researchers, have seen exponential growth. Companies across industries are actively recruiting AI professionals to develop and deploy AI solutions to gain a competitive edge. ### Adoption: AI technologies are being increasingly adopted across industries to automate processes, improve decision-making, and provide better customer service. From healthcare and finance to manufacturing and retail, organizations are leveraging AI to drive efficiency and growth. ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational AI [ Explore relevant course modules ](/)  ### [CDI Method](/courses/cdi-method) 67 video lessons downloadable resources Learn CDI’s Method Foundation: the Conversational AI workflow that is helping teams around the world create human-centric and inclusive Conversational AI Assistants. From strategy to implementation, the CDI Method will help you reach your goals. [ Learn more ](/courses/cdi-method)  ### [Conversation Design Fundamentals](/courses/conversation-designer) 22 video lessons Quizzes included Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](/courses/conversation-designer)  ### [Persona Development](/courses/conversation-designer) 6 video lessons Quizzes included Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](/courses/conversation-designer)  ### [Behavior Design](/courses/conversation-designer) 19 video lessons Quizzes included Learn what makes people act, and learn how to apply behavioural psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](/courses/conversation-designer) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "What is Agentic Experience Design?" description: "Learn how Agentic Experience Design (AXD) helps organisations design autonomous AI agents that build Conversational Capital and trust at scale in customer experience, healthcare, and financial services." url: "https://www.conversationdesigninstitute.com/topics/agentic-experience-design" lang: en --- [ Understanding AI ](/topics) # Agentic Experience Design Discover why Agentic Experience Design is crucial for organisations building autonomous AI agents that make decisions and take actions on behalf of humans. Learn more about what it is, how it works, and how to design agents that earn trust at scale. The design discipline that's right for the agentic era. Watch video  ## Chapters [What is Agentic Experience Design? ](#chapter-what-is-axd) [Why Agentic Experience Design matters now ](#chapter-why-matters) [Conversational Capital: The Foundation of AXD ](#chapter-conversational-capital) [Agentic Experience Design vs traditional approaches ](#chapter-axd-vs) [When you need Agentic Experience Design ](#chapter-when-need) [The AXD Methodology: The CDI Method ](#chapter-methodology) [Benefits of Agentic Experience Design ](#chapter-benefits) [Risks of Autonomous Agents without AXD ](#chapter-risks) [How to get started with Agentic Experience Design ](#chapter-get-started) [Agentic Experience Design Training and Certification ](#chapter-training) [Ethical Considerations in Agentic Experience Design ](#chapter-ethics) [The Future of Agentic Experience Design ](#chapter-future) ## What is Agentic Experience Design? Autonomous AI agents are fundamentally different from chatbots. They don't just answer questions. They make decisions and take actions on behalf of humans. This shift requires new design methodology. Agentic Experience Design (AXD) is the systematic approach for designing autonomous AI agents that build [Conversational Capital](/conversational-capital), the trust that accumulates through interactions and becomes an organisational asset. Traditional chatbot design focuses on answering questions accurately. AXD focuses on stewarding trust at scale while systems act autonomously, making decisions that affect people's time, money, health, and safety. Developed by the Conversation Design Institute and used by CX leaders at regulated companies worldwide, AXD provides the frameworks needed when automation moves from responding to commands to acting on behalf of humans. ## Why Agentic Experience Design matters now The shift from tools to autonomous agents is already happening. Banking systems approve loans. Healthcare platforms schedule appointments. Insurance agents process claims. Customer service systems handle returns, all without waiting for human approval on every step. This creates an unprecedented opportunity: build Conversational Capital 1000x faster than human-only operations. But it also creates unprecedented risk: destroy trust 1000x faster when agents fail at scale. One bug in a human-operated system affects dozens. One bug in an autonomous agent affects thousands before anyone notices. Traditional "move fast and break things" approaches catastrophically fail when trust violations happen at scale. **The stakes:** - A customer service agent's bad day affects 20 people, unfortunate but containable - An autonomous agent's bug affects 20,000 people. Trust destroyed at scale before you can stop it - Recovery from trust collapse at scale is extraordinarily difficult, sometimes impossible Organisations building autonomous agents face challenges traditional chatbot design never addressed: - **Power dynamics:** When does the system control outcomes users desperately need? - **Vulnerable moments:** Which contexts require human presence, not automation? - **Autonomy boundaries:** When should agents act independently vs escalate? - **Trust mechanisms:** How do we preserve capital even when systems fail? AXD exists because these questions don't have chatbot-era answers. ## Conversational Capital: The Foundation of AXD Agentic Experience Design centers on one core insight: Conversational Capital. Conversational Capital is trust that accumulates through interactions and becomes an organisational asset. Like financial capital, it: - Compounds over time through consistent good experiences - Enables future investments (higher autonomy, fewer approvals required) - Generates returns (customer loyalty, referrals, premium pricing) - Can be destroyed faster than it's built **The critical asymmetry:** - Building capital = slow, incremental, requires consistency across thousands of interactions - Destroying capital = instant, catastrophic. One violation erases months of deposits When humans handle conversations, both trust-building and trust-destruction happen slowly. One interaction at a time. Limited throughput. Usually caught before massive damage. **Autonomous agents amplify everything:** - Thousands of interactions simultaneously - 24/7 operation - One bug replicated across entire user base before humans notice - Network effects spread failures beyond direct users You can build Conversational Capital faster than ever before. Or destroy it faster than ever before. AXD provides the methodology for the first outcome, not the second. ## Agentic Experience Design vs traditional approaches ### AXD vs Chatbot Design Traditional chatbot design and Agentic Experience Design solve different problems: **Chatbot Design focuses on:** - Answering questions accurately - Understanding user intent - Providing helpful information - Escalating when unable to help - Human operates, bot assists **Agentic Experience Design focuses on:** - Making decisions on behalf of humans - Acting autonomously within boundaries - Protecting vulnerable contexts - Stewarding Conversational Capital at scale - Agent operates, human supervises **Key distinction:** Chatbots inform. Agents act. When a chatbot fails, users are frustrated but unharmed. When an autonomous agent fails while taking action (booking appointments, processing payments, approving requests), users experience real consequences: wasted time, financial loss, broken commitments. AXD addresses this elevated responsibility through: - Explicit exclusion frameworks (what NOT to automate) - Authority tier definitions (when to act vs confirm vs escalate) - Power dynamic analysis (who controls outcomes users need) - Capital-first thinking (every decision evaluated for trust impact) ### AXD vs Prompt Engineering Prompt engineering optimises individual LLM interactions. AXD designs complete autonomous systems. **Prompt engineering asks:** - How do I get better outputs from this LLM? - What instructions produce desired responses? - How do I reduce hallucinations? **Agentic Experience Design asks:** - Should we automate this at all? - What boundaries protect trust? - When must humans remain accountable? - How do we measure Conversational Capital trajectory? Prompt engineering is a tactical tool within AXD methodology, important but insufficient. You can have perfect prompts and still destroy trust by automating contexts that require human judgment, creating power imbalances, or failing to design appropriate escalation mechanisms. ### AXD vs Conversation Design Conversation Design is the foundation. AXD is the evolution for autonomous systems. [Conversation Design](/topics/conversation-design) (CDI's foundational methodology) teaches: - How to design natural dialogue flows - Understanding user goals and context - Creating helpful, appropriate responses - Building trust through conversation Agentic Experience Design builds on this foundation and adds: - When agents should ACT vs just INFORM - How to design appropriate autonomy levels - Frameworks for identifying contexts to exclude - Systematic approaches to capital stewardship - Testing and deployment strategies protecting trust at scale If you're designing chatbots or voice assistants that respond to commands, [Conversation Design](/topics/conversation-design) remains the right approach. If you're designing autonomous agents that make decisions and take actions on behalf of humans, you need AXD. ## When you need Agentic Experience Design Your organisation needs AXD methodology when: **You're moving from assistance to autonomy:** - Current system: "Show me appointment options" > User chooses > User books - Target system: "Book me morning appointments for my family" > Agent selects, books, confirms **You're operating in high-stakes contexts:** - Healthcare (patient scheduling, symptom assessment, care coordination) - Financial services (loan applications, fraud detection, account management) - Insurance (claims processing, coverage decisions, policy management) - Any regulated industry where mistakes have consequences **You're experiencing these challenges:** - Customers don't trust automated systems for important decisions - Previous automation attempts damaged brand reputation - Compliance requires human accountability you can't eliminate - Users game the system to force human escalation - One automation failure creates viral backlash You're NOT building simple FAQs, basic information retrieval, or systems where users always maintain control. ### Healthcare Applications - Appointment scheduling with family coordination - Symptom triage with appropriate escalation triggers - Medication reminders with adherence tracking - Care coordination across providers - _Critical exclusions: Emergency symptoms, mental health crises, new complex cases requiring human assessment_ ### Financial Services Applications - Loan pre-qualification with real-time decisioning - Account management and service activation - Fraud detection with autonomous blocking - Payment processing and dispute resolution - _Critical exclusions: Situations creating severe financial hardship, complex disputes requiring judgment, vulnerable customer situations_ ### Insurance Applications - Claims intake and initial processing - Coverage verification and explanation - Policy modifications and updates - Renewal processing - _Critical exclusions: Large claims requiring investigation, disputed coverage, situations involving injuries or trauma_ ### Customer Experience Applications - Reservation management and modifications - Service activation and configuration - Returns and refund processing - Account updates and preferences - _Critical exclusions: Complaints requiring empathy, situations involving children/vulnerable users, brand-threatening issues_ ## The AXD Methodology: The CDI Method Agentic Experience Design is structured around the CDI Method, a 12-step systematic framework spanning four phases: - ### STRATEGY PHASE (Steps 1-4): Deciding WHERE agents should act Establishes scope, identifies users and power dynamics, selects appropriate technology, develops universal guidelines protecting Conversational Capital across all agents. **Key output:** Clear boundaries on what gets automated and what gets explicitly excluded, with rationale grounded in trust preservation. - ### DESIGN PHASE (Steps 5-9): Designing WHAT the experience looks like Maps complete context using the Agentic Design Canvas, creates golden conversations showing ideal interactions, builds agent specifications (charter + prompts), validates through stakeholder and user testing before writing code. **Key output:** Validated design specifications ensuring agents understand human context and act appropriately within defined boundaries. - ### BUILD PHASE (Steps 10-11): Implementing HOW to build safely Resolves Content Debt through knowledge architecture, integrates tools with validation and safety layers. **Key output:** Reliable systems with single source of truth, safe tool access, and failure handling protecting trust. - ### SYNTHESIZE PHASE (Step 12): Launching and EVOLVING systematically Deploys through phased rollout (internal > pilot > limited > full), monitors Conversational Capital trajectory not just efficiency, continuously improves based on real-world performance. **Key output:** Agents that build capital at scale with systematic evolution protecting trust. ## Benefits of Agentic Experience Design Organizations implementing AXD methodology report: ### Accelerated Deployment with Protected Trust Move faster from concept to production by testing design before building, catching trust violations in stakeholder review and Wizard of Oz user testing rather than in production where damage is catastrophic. ### Higher Automation Rates Achieve sustainable automation by explicitly scoping what to exclude. Teams that try to automate everything achieve lower long-term automation than teams using exclusion frameworks, because users learn to game systems toward human escalation when automation fails in wrong contexts. ### Measurable Capital Growth Track trust trajectory through capital metrics, not just efficiency metrics. Understand whether you're building or eroding the asset that enables future automation, premium pricing, and customer loyalty. ### Regulatory Confidence Demonstrate systematic approach to compliance teams. Authority tiers, exclusion frameworks, and human escalation triggers provide documentation regulators require for autonomous decision-making systems. ### Organizational Alignment Bring together stakeholders across compliance, legal, operations, and technology using shared frameworks. The Agentic Design Canvas becomes common language for discussing context, boundaries, and appropriate autonomy. ## Risks of Autonomous Agents without AXD Deploying autonomous agents without systematic methodology creates predictable failures: ### Trust Collapse at Scale One bug affects thousands before detection. Network effects amplify damage beyond direct users. Recovery extraordinarily difficult once users learn "I can't trust this system." ### Vulnerable User Harm Automation in wrong contexts doesn't just fail, it harms. Elderly users, people in crisis, those in power-down positions experience real consequences when systems act without appropriate safeguards. ### Compliance Violations Regulators increasingly scrutinize autonomous decision-making. Systems deployed without documented frameworks for boundaries, escalation, and human oversight face enforcement actions. ### Organizational Liability When agents take actions causing harm (financial loss, missed medical care, service disruption), legal accountability falls on organizations. "The AI did it" provides no protection. ### Brand Damage Viral stories of automation failures create lasting reputation damage. "Bank's AI wrongly denied my loan." "Healthcare app missed my emergency symptoms." Headlines that persist long after fixes deployed. ## How to get started with Agentic Experience Design - ### Start with Education Understanding the foundational concepts (Conversational Capital, the three shifts driving autonomous agents, the distinction between assistance and autonomy) grounds your team in why AXD matters before diving into methodology. - ### Assess Current State Evaluate existing or planned autonomous systems against AXD frameworks: Are you automating contexts that should be excluded? Do you have explicit authority tiers or ad-hoc autonomy decisions? Are you measuring capital trajectory or just efficiency? Have you mapped power dynamics between system and users? - ### Pilot with High-Value, Lower-Risk Use Cases Don't start with your most complex, highest-stakes automation. Begin where users have balanced power (not desperate dependence), mistakes are reversible, context is well-understood, and regulatory constraints are manageable. Build competency before tackling vulnerable moments. - ### Implement Systematic Testing Test design before building. Stakeholder review catches policy violations and scope misalignment. Wizard of Oz user testing reveals trust issues in conversation patterns. Adversarial scenarios stress-test boundaries and failure modes. Finding problems before code is written saves weeks of rework and prevents trust destruction in production. - ### Deploy Through Phased Rollout Never ship autonomous agents to full user base immediately. Internal: Team members stress-test in controlled environment. Pilot: Small user group with monitoring and fast rollback capability. Limited: Expanded group with capital metrics tracked. Full: Broad deployment only after capital trajectory confirmed positive. Each phase catches different failure modes. Skip phases at your peril. ## Agentic Experience Design Training and Certification The Conversation Design Institute will launch 2 AXD course tracks second half of 2026: **Introduction to Agentic Experience Design:** - 17 video lessons introducing the AXD methodology and core concepts **Agentic Experience Design Extended Course and Certification Track:** - 80 video lessons covering AXD foundations and the complete CDI Method - Practical exercises applying frameworks to your context - Professional certification demonstrating methodology mastery **Advanced Applications:** - Industry-specific workshops (healthcare, financial services, insurance) - Team training and organizational implementation - Consulting for complex agent design challenges Community: Join 15,000+ practitioners applying AXD frameworks across industries. Regular webinars, case studies, and methodology evolution as autonomous agents become central to organizational strategy. ## Ethical Considerations in Agentic Experience Design As autonomous agents make decisions affecting people's lives, ethical design becomes non-negotiable. ### Human Accountability Agents should augment human capability, not eliminate accountability. Autonomous action requires clear human oversight, especially in high-stakes contexts. AXD's Authority Tiers ensure humans remain accountable for decisions requiring judgment. ### Transparency Users deserve understanding of how agents make decisions and what boundaries constrain autonomy. AXD emphasizes explaining why agents act or escalate, building trust through transparency rather than hiding complexity. ### Vulnerable User Protection Power imbalances create vulnerability. When systems control outcomes users desperately need (healthcare access, financial services, essential resources), special safeguards are required. AXD's Exclusions Framework identifies these contexts systematically. ### Bias and Fairness Autonomous decision-making can perpetuate bias at scale. AXD methodology includes testing for disparate impact, documenting decision criteria, and maintaining human review for high-stakes outcomes. ### Privacy and Security Agents accessing personal data to make autonomous decisions require robust security. AXD emphasizes data minimization, purpose limitation, and clear user control over what information agents can access. ### Reversibility Can users undo agent actions? AXD's Authority Tiers consider reversibility when defining autonomy levels. Irreversible decisions (canceling services with no recovery, deleting critical data) require higher confirmation thresholds. ## The Future of Agentic Experience Design Autonomous agents will become central to how organizations serve customers, patients, employees, and citizens. The question isn't whether to build them, it's whether they'll build or destroy Conversational Capital. **What's emerging:** - **Agent-to-agent interactions:** Autonomous systems coordinating without human involvement - **Increased regulatory scrutiny:** Governments establishing frameworks for autonomous decision-making - **Trust as competitive advantage:** Organizations with high capital can offer greater autonomy; those with low capital stuck in defensive mode - **Specialization:** Industry-specific AXD applications (healthcare AXD, financial services AXD, insurance AXD) AXD provides the foundational methodology for this future, designed to evolve as capabilities advance and challenges emerge. The organizations mastering AXD now will lead their industries as autonomous agents become infrastructure. ## Core AXD Frameworks & Lessons ### The Agentic Design Canvas Eight-zone framework mapping complete context before designing agent behavior: - **Scene Setting:** Use case and setting (where, when, with what access) - **Human Context:** Goals (what they want) + Mindset (how they're feeling) - **Agent Context:** Superpowers (can do) + Limitations (can't do) + Responsibilities (must do) - **Agentic Layer:** Autonomy boundaries + Trust mechanisms + Memory management _Why it matters: Context-aware agents build capital. Context-blind agents destroy it._ ### Authority Tiers Three levels defining when agents act independently vs require confirmation vs escalate: - **Tier 1 - Act Independently:** Low risk, high confidence (check availability, send confirmations, answer FAQs) - **Tier 2 - Confirm First:** Medium risk, user approval needed (book appointments, process payments, modify reservations) - **Tier 3 - Escalate to Human:** High risk, requires judgment (waive fees, override policy, handle disputes) _Why it matters: Appropriate autonomy preserves trust. Over-automation or under-automation both erode capital._ ### Exclusions Framework Systematic approach to identifying what NOT to automate using three filters: - **Vulnerable moments:** Person physically, emotionally, or financially vulnerable? - **Power imbalance:** System controls outcome person desperately needs? - **Nuanced judgment:** Requires wisdom beyond rules? Outputs: Green zone (safe to automate), Yellow zone (automate with safeguards), Red zone (explicitly excluded) _Why it matters: What you DON'T automate protects capital as much as what you do._ ### Golden Conversations Example dialogues showing ideal agent behavior across scenarios: - Successful task completion - Context awareness demonstrated - Appropriate autonomy exhibited - Trust-building patterns present _Why it matters: Becomes North Star for testing, prompt development, and success criteria. Defines "good" in concrete, testable form._ ### Why "Move Fast and Break Things" Fails Silicon Valley mantra works for features. Catastrophic for autonomous agents. Feature breaks: User frustrated > Waits for fix > Fix deployed > User moves on Agent breaks: User learns "I can't trust this" > Fix deployed > User still doesn't trust > Learning persists _You can patch code quickly. You can't patch broken trust._ ### Why "Good Enough" Accuracy Isn't Good Enough 80% accuracy sounds reasonable. Scale changes the math. Human rep, 80% accuracy: Affects 50 customers/day, 10 failures/day. Contained, correctable. Agent, 80% accuracy: Affects 5,000 customers/day, 1,000 failures/day. Viral, catastrophic. _Same percentage. Completely different impact. AXD requires 95%+ before launch, 98%+ in production._ ### Why Bad Launches Are Unrecoverable Launch to 1,000 users. Week 1: 10% failure rate (100 bad experiences). Those 100 users had no prior capital accumulated. First impression = failure. They tell others. They create distrust before most even try it. _Result: Pre-poisoned the well. By the time you fix it, market perception is set: "That agent doesn't work." Even though it works fine now._ ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Training and Certification Discover our courses and certification programs for designing autonomous AI agents and building enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "AI Training: what it is and how to get it right" description: "Getting AI conversations right starts with people who know how to train the AI. Learn what AI Training is, why it matters, and what AI trainers do." url: "https://www.conversationdesigninstitute.com/topics/ai-training" lang: en --- [ Understanding AI ](/topics) # AI Training in Conversational AI Getting AI conversations right starts with people who know how to train it. AI Training is the art of teaching AI assistants to understand human language. The better you understand what your audience is talking about, the more relevant answers your chatbot or voice assistant can provide. Watch video  ## Chapters [What is an AI Trainer? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) [What does an AI trainer do? ](#695550cf-e4de-463b-bc36-4c36f00c452f) [How CDI can help ](#608665b4-f53b-4133-98d2-e259f4a605c7) [Conversational AI datasets ](#d3a0bae8-7e4e-426d-934a-c049b095d1b4) [Benefits of AI training for businesses ](#cb8a9d8c-c54d-4d3a-9b51-580b52f698da) [Should I hire an AI Trainer? ](#3d5adf9c-62a7-4344-997f-ecfd3c91f166) [Upskilling an existing employee ](#37e3b256-bab7-4b54-ab11-1f8e0f28c68c) ## What is an AI Trainer? Technology can already process human language at a basic level, but not without the help of people that understand how to get the most out of this technology: ‘AI Trainers’. [AI trainers](/courses/ai-trainer/) teach AI assistants to understand human language. They do this by feeding examples of real utterances to help the AI assistant better understand the meaning of peoples speech, or written language. AI trainers analyse common topics discussed by users and how they ask for certain information while talking to your [chatbot](/topics/chatbots) or voice assistant. These insights are used to continuously improve the cognition of your AI assistant and require a structured AI training workflow consisting of testing, updating, and measuring again. As Conversational AI technology evolves, the role of the AI trainers evolves as well. Part of the work of an [AI trainer](/courses/ai-trainer/) is to refine their techniques and adapt to the technology landscape, especially with the advent of large [language models (LLMs)](/topics/generative-ai-and-llm). ## What does an AI trainer do? AI trainers gather and prepare the data that shapes how an AI assistant behaves. The role has changed with the technology: in the NLU era it meant curating utterances and balancing intents; with LLM-powered and agentic assistants, the work shifts toward evaluation, testing, and behavioural design. - ### Model selection Whether you're working with a declarative chatbot, a [generative AI](/topics/generative-ai-and-llm) assistant, or a hybrid, you have to know how the underlying model behaves and what it needs. Declarative chatbots run on natural language understanding (NLU); modern assistants run on [large language models (LLMs)](/topics/generative-ai-and-llm). The model determines the training work. - ### Sourcing and preparing data AI trainers are often tasked with sourcing and preparing training data to feed into the models. Depending on the assistant you're building and the domain-specific focus, the data is tailored to specific topics and contexts. For LLM-based assistants this increasingly means curating examples, prompts, and reference content rather than utterance sets. - ### Implementation Most companies build and maintain their chatbot on a Conversational AI platform. Every platform has its own capabilities and limitations and part of the responsibility of the AI trainers is to understand and navigate that. - ### Evaluation After deployment, the AI trainer continues to monitor performance and improve it: reviewing real conversations, catching failures, feeding what they learn back into the assistant. This is continuous work, and it's where the trainer role blends into design. It's the skillset our [Agentic Experience Design](/courses/introduction-to-agentic-experience-design/) certification teaches, and what we build in teams through our [team capability](/conversational-ai-for-business/team-capability) programmes. - ### Monitoring and maintenance After deployment, the [AI trainer](/courses/ai-trainer/) continues to monitor model performance, and improve it on a continuous basis especially as the corpus of the [chatbot](/topics/chatbots) or voice assistant grows. ## How CDI can help ) Hans van Dam Conversation Design Institute CEO 1:16 min  ## Conversational AI datasets For a declarative chatbot, the [Conversational AI](/topics/conversational-ai) dataset consists of a collection of examples or ‘utterances’ of how people ask for what they want. Ideally, this data is sourced from real conversations with customers, such as phone transcripts or live chat conversations. This data is then cleaned and used to train the AI assistant. Here are some key characteristics of conversational [AI datasets](/topics/data-and-security): ### Human language Most Conversational AI datasets consist of ‘natural’ language, typically written text. Often a dataset contains individual sentences, or words, grouped around similar meaning or context. ### Variety Most types of human language are varied and context-specific. The better your dataset addresses these nuances, the better the understanding of your AI assistant becomes. ### Model balance For NLU based [chatbots](/topics/chatbots), it is important to spread the amount of training data evenly across your intents to avoid over- or undertraining. ### Multimodal data Some Conversational AI datasets include multimodal data, which usually consists of text combined with images, videos, or audio recordings. This is more common for large datasets, like the ones used to train multimodal models like GPT-4o and Gemini. ### Dataset curation When curating [Conversational AI](/topics/conversational-ai) datasets, it's essential to consider ethical considerations such as privacy, bias, and fairness. Ensuring that the dataset is diverse, inclusive, and representative of all of the humans that might interact with the intended AI assistant helps mitigate the risk of bias or discrimination. ## Benefits of AI training for businesses AI training empowers businesses to leverage their Conversational AI more effectively. The better your AI assistants are able to grasp what your customers are talking about, the better the service they can deliver, and the more conversation you can automate. Core benefits of AI Training: ##  ### Delightful conversations at scale Whether you are talking with customers, or employees, a great conversation is key to a great relationship. Conversational AI lets you scale conversations at an unprecedented level.  ### Better insights You can learn from the conversations your customers have with your AI assistants and uncover valuable insights from your conversational data that would be challenging or impossible to discover manually.  ### Cost savings AI training done right reduces costs associated with manual data analysis, human-to-human conversations and low automation rates due to poor intent recognition. ## Should I hire an AI Trainer? Deciding when to hire or upskill an employee to become an [AI trainer](/courses/ai-trainer/) for your conversational AI project depends on various factors, including the current stage of your AI project, your organization's needs and resources, and the complexity of your conversational AI solution. Here are some considerations: ### Early days Make sure you have at least one [AI trainer](/courses/ai-trainer/) in your project from the start. Laying the groundwork is crucial for long term success. ### Resource check Look within your team for relevant profiles. Consider external hiring or training if your organization doesn’t have the skillset in-house. ### Complexity Advanced techniques require a specialized AI trainer, for example when you design to migrate your NLU [chatbot](/topics/chatbots) to an LLM-powered solution. ### Business goals If you have ambitious timelines or goals, you might want to consider relying on the consulting services of CDI. ### Long-term vision Make sure you have a hiring strategy in place that accounts for the growing complexity, maintenance, and monitoring of your conversational AI solution. Ultimately, the right time to hire or train an [AI trainer](/courses/ai-trainer/) depends on a combination of these factors. It's essential to assess your current needs, capabilities, and strategic objectives to make an informed decision about when to invest in AI training resources. ## Upskilling an existing employee Selecting the right person to train internally for the role of an AI trainer for Conversational AI solutions requires a combination of technical skills, domain knowledge, and personal attributes. Here are some key criteria to consider: ### Domain knowledge - Understanding of Conversational AI: Knowledge of the principles and challenges involved in building conversational AI solutions, including dialogue management, intent recognition, entity extraction etc. - Industry expertise: Familiarity with the specific industry or domain in which the conversational AI solution will be deployed can be valuable for understanding user needs, language nuances, and domain-specific requirements. ### Qualifications - Educational background: A degree in computer science, data science, artificial intelligence, or a related field can provide a solid foundation for the role. - Certifications: Making sure your [AI trainer](/courses/ai-trainer/) is CDI-certified is solid proof that they understand the foundations of AI training and are committed to learning. ### Personal attributes - Analytical thinking: Ability to analyze complex problems, break them down into manageable components, and develop effective solutions. - Curiosity: Eagerness to learn new concepts, stay updated on emerging trends in AI, and adapt to evolving technologies and methodologies. - Communication skills: Strong verbal and written communication skills are essential for explaining technical concepts, collaborating with cross-functional teams, and presenting findings to stakeholders. - Problem-solving: Capacity to approach challenges systematically, experiment with different approaches, and troubleshoot issues effectively. - Attention to detail: Meticulousness in data analysis, model evaluation, and documentation to ensure accuracy and reliability in AI training processes. ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about AI Training [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [AI Trainer Theory](https://learn.conversationdesigninstitute.com/course/ai-trainer-theory) 21 videos 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 language of AI training. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-theory)  ### [AI Trainer Build](https://learn.conversationdesigninstitute.com/course/ai-trainer-build) 18 videos Learn how to train a language model, implement designs in any conversational AI platform: from simple answers to repair flows, entities and regex conditions. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-build)  ### [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) 59 videos 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 keep improving? [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### How does AI training work? AI training starts with data. Humans provide examples, feedback, and corrections that help AI models recognize patterns and improve accuracy. In [conversation design](/topics/conversation-design), this means training AI to understand intent, tone, and context, so it can respond like a helpful digital teammate, not a machine. ### What are AI training models? AI training models are algorithms that learn from data to make predictions or generate new outputs. In generative and [conversational AI](/topics/conversational-ai), models like GPT are trained on language patterns to create natural, human-like responses. Designers and trainers refine these models to match brand voice, ethics, and user needs. ### What are AI training tools? AI training tools include platforms for labeling data, testing models, and refining AI behavior. Examples range from annotation tools and prompt-tuning platforms to frameworks like OpenAI’s APIs. In conversation design, these tools help teams shape how AI communicates, not just what it says. ### How do you train an AI agent? Training an AI agent involves defining its purpose, feeding it data, and guiding its responses through feedback. For conversational agents, that means crafting example dialogues, correcting misunderstandings, and designing personality and tone so the AI behaves in line with user expectations. ### Why is AI training important? AI training ensures that systems learn correctly and behave responsibly. Without human training, AI can misunderstand intent, spread bias, or generate inaccurate content. Designers and trainers keep AI aligned with human values, making interactions safe, helpful, and meaningful. ### How is AI training connected to conversation design? AI training teaches machines how to understand what's communicated; conversation design teaches them what makes communication effective. The two go hand in hand. At CDI, we train professionals to combine technical and human skills, so AI systems not only learn faster but also speak with clarity, empathy, and purpose. Building this capability across a team? See how we [build the team's capability](/conversational-ai-for-business/team-capability). ### What is an example of AI training? An example of AI training is the use of labeled datasets such as images, text, audio recordings, or sensor data. Think of textual data like articles, blogs, or social media, which are used to train models and improve their recognition and responsiveness. This is crucial for developing effective AI systems. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI best practices: how to get it right" description: "Getting AI conversations right starts with learning from what already works. Explore Conversational AI best practices and how to apply them well." url: "https://www.conversationdesigninstitute.com/topics/best-practices" lang: en --- [ Understanding AI ](/topics) # Best Practices Getting AI conversations right starts with learning from what already works. As businesses, no matter how diverse, embark on their Conversational AI journeys, they face similar challenges and complexities. Conversation design best practices can be of invaluable help, guiding organisations towards successful implementation of AI assistants. Watch video  ## Chapters [Benefits of utilizing best practices ](#5d308951-23c9-4452-8010-6927175fa2dc) [Elements of best practice ](#0d092dae-da14-408c-8bf0-98ab182aa4a0) [Additional aspects of best practice ](#fc6901ac-1947-4b6d-a218-65fc9b145c16) [Implementing CAI best practices ](#018f0762-c44b-4c29-99c0-c24bcbd1713f) [How can CDI help? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) ## Benefits of Conversational AI best practices Conversational AI is by nature a technological challenge, and success is heavily dependent on execution. It’s essential to tackle questions like ‘Which conversations should you automate?’ and ‘How can you increase the quality of your designs?’. Let’s look at some key chatbot best practices that will allow you to get the most out of [Conversational AI](/topics/conversational-ai). These best practices have been integrated into the proven [CDI method](/courses/cdi-method/). The benefits you can expect from applying these best practices: - ### Accelerated time to value Organizations can speed up their Conversational AI implementation, minimizing delays and maximizing the benefits. - ### Avoid costly mistakes By learning from the experiences of other organizations, you can avoid missteps that could derail your Conversational AI initiatives and prevent unnecessary costs and time. - ### Great jump off point to master Conversational AI Conversational AI is an art, not a science. And each organization has its own context, influencing what needs to happen to support delightful conversations. But best practices are the best jump off point to learning to apply Conversational AI well in your organization. ## Elements of best practice in Conversational AI Defining and monitoring the right Key Performance Indicators (KPIs) is critical for ensuring the ongoing success of your [Conversational AI](/topics/conversational-ai) applications. Continuously testing and refining your AI systems ensures they stay aligned with business objectives, adapt to user feedback, and maintain high-performance standards. ### Continuous (NLU) refinement Regularly updating NLU models based on user interactions and feedback improves the system's ability to accurately interpret user intent. Our [AI Trainers](/courses/ai-trainer/) are specialists in different types of analysis and optimization. For example running both blind tests and K-fold tests and leveraging the results to improve your NLU models. ### Continuous dialogue design improvement Similarly to the above: AI assistant content isn’t static. Don’t stop updating once your bot is live. Instead you should always be looking to improve based on customer feedback and customer interactional behavior. ### Contextual awareness Leveraging contextual cues from previous interactions to tailor responses and anticipate user needs can help create more personalized and relevant conversations. ### Multi-channel integration You’ve heard it before: be where your customers are. Ensuring seamless integration across various communication channels like web chat, messaging apps, and voice interfaces enhances accessibility and customer experience. ### Compliance and security measures Implementing robust data protection protocols and complying with relevant regulations safeguard user privacy and build trust in the AI system. ### Performance monitoring and analytics Tracking key performance indicators (KPIs) such as user satisfaction, completion rates, and response times enables continuous monitoring and optimization of conversational AI systems. ### Scalability and flexibility Designing AI architectures that can scale seamlessly to accommodate growing user demands and adapt to evolving business requirements ensures long-term viability and cost-effectiveness. ### Ethical AI design Incorporating ethical considerations into AI development, such as transparency, fairness, and accountability, promotes responsible AI usage and mitigates potential biases or harm. ### User-centric design principles Prioritizing user needs and preferences in the design process, including accessibility features and inclusive language, fosters positive user experiences for diverse audiences. ### Knowledge management and updates Establishing procedures for managing knowledge bases and regularly updating content ensures that AI systems remain accurate, relevant, and up-to-date over time. ### Cross-functional collaboration Facilitating collaboration between development teams, subject matter experts, and end-users fosters interdisciplinary insights and ensures alignment with organizational goals and user expectations. ## Additional aspects of best practice to consider Exploring additional aspects and variations in best practices depending on factors like people, technology, and application can provide you deeper insights into optimizing conversational AI solutions. Here are some considerations: ### User Demographics and Preferences Tailoring Conversational AI experiences to different user demographics, such as age, language proficiency, and cultural background, can enhance engagement and satisfaction. For example, younger users might prefer informal language and emojis, while older users may prefer more formal interactions. A best practice is to develop a AI Assistant persona that meets a weighted average of customer needs. ### Industry-specific considerations Best practices may vary across industries due to regulatory requirements, customer expectations, and business processes. For instance, healthcare applications of Conversational AI must adhere to strict privacy regulations like HIPAA, while retail applications may focus on upselling and cross-selling opportunities. ### Technology stack and infrastructure The choice of underlying technologies, such as natural language processing (NLP) engines, cloud platforms, and integration tools, can influence best practices in system architecture, scalability, and performance optimization. Different technologies may require specific approaches to data management, model training, and deployment. ### Application context and use cases The intended use cases and contexts of Conversational AI solutions can shape best practices in dialogue design, user interface (UI) elements, and functionality. For example, customer support chatbots may prioritize quick issue resolution and escalation paths, while virtual assistants for smart homes may focus on intuitive voice commands and home automation tasks. ### Team composition and skillsets The composition of development teams, including roles like [conversation designers](/courses/conversation-designer/), data scientists, software engineers, and domain experts, can influence best practices in collaboration, communication, and knowledge sharing. Cross-functional teams with diverse skill sets are often better equipped to address complex challenges and iterate on solutions effectively. ### Organizational Culture and Strategy Organizational culture, leadership priorities, and strategic objectives play a significant role in shaping best practices for Conversational AI adoption. Companies with a culture of innovation and experimentation may emphasize agile development methodologies and rapid prototyping, while others may prioritize risk mitigation and compliance. ### Feedback Loops and Iterative Improvement Establishing feedback mechanisms and processes for collecting user feedback, monitoring performance metrics, and iterating on AI models is essential for continuous improvement. Best practices should incorporate feedback loops at various stages of development, from initial design iterations to post-deployment optimization. In summary, exploring the nuances and variations in best practices for Conversational AI across different contexts, stakeholders, and technologies can help organizations tailor their approaches to specific needs and maximize the value of their AI investments. ## Implementing Conversational AI (CAI) best practices Following the [CDI method](/courses/cdi-method/) will help you conduct your project according to your needs and targets, whilst leveraging proven best practices. The workflow is split into three steps, but should be considered a circular, repetitive flow. - ### Strategize - ### Design - ### Build Why do we consider it circular? Once built, the interactions with customers will feedback into your designs, and likely even influence strategy. As you can see, there are many steps involved to ensure the successful deployment and optimization of chatbots or virtual assistants: ### Define objectives Clearly outline the goals and outcomes you intend to achieve with your Conversational AI implementation. ### Understand user needs Conduct in-depth research to comprehend user preferences, pain points, and common queries. ### Select the right technology Choose a suitable Conversational AI platform that aligns with your business requirements, technical capabilities, and budget. ### Design conversational flows Using CDI’s established design methods will allow you to create intuitive, human-centric conversation flows that guide users effectively. ### Train the AI model Use machine learning algorithms to train the AI model for accurate interpretation of user inputs. ### Test and iterate Conduct comprehensive testing across different channels, gather feedback, and iterate on the design and functionality. ### Deploy across channels Ensure seamless integration and consistent user experience across multiple channels. ### Monitor performance Track key performance metrics and analyze user engagement, response times, and satisfaction scores. ### Optimize continuously Continuously refine the solution based on user feedback, data analysis, and evolving business requirements. ## How can CDI help? CDI provides comprehensive training, live support, coaching, and consultancy services to empower businesses in developing Conversational AI solutions that adhere to best practices. Our experienced team guides you through every step of the process, ensuring your implementation is efficient, effective, and aligned with industry standards. ) Hans Van Dam Conversation Design Institute CEO 1:16 min  ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational AI best practices [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CXD for WhatsApp](https://learn.conversationdesigninstitute.com/course/cxd-for-whatsapp) 23 videos Leverage the power of WhatsApp Business to connect and communicate with people. Learn the principles unique to designing for WhatsApp’s interface, as well as the fundamentals of good conversation design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cxd-for-whatsapp)  ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### What are conversational AI best practices? Effective [conversational-AI](/topics/conversational-ai) best practices include continuous NLU model refinement, dialogue design improvement, contextual awareness, multi-channel integration, ethical AI design and performance monitoring. These help organisations build assistants that stay relevant, useful and trustworthy. ### Why do AI projects fail? AI projects often fail because teams jump into technology before defining clear goals or understanding user needs. Common issues include poor data quality, lack of collaboration between business and technical teams, skipping design and testing steps, and not planning for ongoing improvement. Following structured workflows, clear principles, and proven design patterns greatly reduces these risks. ### Why do you need a structured workflow for conversational-AI projects? A structured workflow (such as strategise → design → build → optimise) ensures you cover all essential stages: setting objectives, understanding users, selecting tech, designing flows, testing, deploying and iterating. This prevents ad-hoc deployments and aligns your assistant with business goals and user needs. ### How do you implement best practices in conversational AI? Start by defining your objectives and user needs, choose the right channels, design for context and tone, build with scalable infrastructure, test in real-user conditions, deploy across channels, monitor KPIs and continuously refine. Most successful teams embed regular feedback loops and cross-functional collaboration. Not sure where your organisation stands? [Find out where you stand](/conversational-ai-for-business/where-you-stand). ### What should you avoid when building a conversational assistant? Avoid launching without real user testing, ignoring feedback loops, neglecting context or multi-channel consistency, failing to monitor performance or overlooking ethics and inclusion. Building without a clear workflow increases risk that the assistant will under-perform. ### How do you measure success of a conversational-AI assistant? Measure both business and user-centric KPIs: e.g., task completion rate, user satisfaction, response time, escalation rate, channel consistency. Also track qualitative indicators: naturalness of conversation, user trust, inclusivity. Monitoring and analytics are core elements of best practice. ### Why is ethical and human-centred design important in conversational AI? Because assistants interact with people. To be successful they must respect users, maintain transparency (users know they’re talking to an AI), handle data responsibly, avoid bias, and support inclusive experiences. Ethical design builds trust and drives adoption. ### How often should you update your conversational-AI assistant and why? Regularly. User-language, channels, and contexts change. Without continuous refinement (of NLU, dialogue flows, knowledge base), the assistant will become stale, irrelevant or error-prone. Best practices emphasise maintenance and iteration as essential. ### How does conversation design tie into best practices for conversational AI? [Conversation design](/topics/conversation-design) defines how your assistant speaks, behaves and responds to users. Good design ensures clarity, context, multi-channel coherence and alignment with your brand. It’s a key pillar within best-practice frameworks. ### What capabilities and team skills support conversational-AI best practices? You need: [conversation designers](/courses/conversation-designer/) (for flows and persona), [AI trainers](/courses/ai-trainer/) (for NLU & data), UX/UX writers (for tone and clarity), analytics experts (for monitoring), cross-functional collaboration, and leadership support. Organisations often lack these, which is why best practices emphasise team composition and collaboration. Building this across a team? See how we [build the team's capability](/conversational-ai-for-business/team-capability). ### How do you scale a conversational-AI assistant using best practices? Once a pilot succeeds, scale through multi-channel deployment, integration with backend systems, consistent dialogue design across contexts, monitoring KPIs at scale, and establishing governance for maintenance. Scaling isn’t simply more users, it’s more complexity, and best practices help you manage that. ### How can teams develop skills in conversational AI best practices? By learning structured workflows, [conversation design](/courses/) principles, and ethical design patterns. Training and feedback loops help teams create AI that delivers great experiences while staying aligned with human values. ### What is the best practice for using AI chatbots? Best practice for using AI chatbots starts with setting clear goals and understanding your target audience. Ensure your chatbot provides relevant answers, sets realistic expectations, and offers a user-friendly experience. This promotes customer satisfaction and makes interactions more effective. ### What are the four types of chatbots? The four main types of chatbots are: menu- or button-based chatbots, which enable simple interaction; rule-based chatbots, which respond to predefined rules; AI-powered chatbots, which learn from user interactions; and voice chatbots, which use speech recognition. Each type offers unique advantages for the user experience. ### How to make a chatbot better? To improve your chatbot, focus on understanding user needs and providing clear answers. Refine conversation flows, test regularly, and gather feedback to optimize interactions. Ensure your chatbot is empathetic and responsive so users feel heard and supported. ### Which framework is best for chatbots? Choosing the best chatbot framework depends on your specific needs and the goal of your project. The [CDI Standards Framework](https://www.conversationdesigninstitute.com/conversational-ai-for-business/standards-framework) is a comprehensive, technology-agnostic approach designed to help enterprises build and scale successful AI Assistants. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Browse CDI Courses" description: "Explore the world of conversational AI technology on our comprehensive chatbots page. Learn about types, benefits, use cases, and how CDI can help businesses grow." url: "https://www.conversationdesigninstitute.com/topics/browse-library" lang: en --- # 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. [ View full library ](/topics/browse-library/popular) ## New courses and webinars Stay ahead with our latest course launches and videos on Conversational AI [Introduction to Agentic Experience Design](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) ) ### [Introduction to Agentic Experience Design](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) Learn the CDI Method for AXD to design responsible AI agents with trust, governance, and human-centric experiences at the core. [ Read more ](https://learn.conversationdesigninstitute.com/course/introduction-to-agentic-experience-design) [Design Patterns](https://learn.conversationdesigninstitute.com/course/design-patterns) ) ### [Design Patterns](https://learn.conversationdesigninstitute.com/course/design-patterns) Learn practical Conversation Design patterns for building AI agents that are clear, trustworthy, and customer-focused. [ Read more ](https://learn.conversationdesigninstitute.com/course/design-patterns) [Introduction to RAG: Build your first RAG Pipeline](https://learn.conversationdesigninstitute.com/course/introduction-to-rag-build-your-first-rag-pipeline) ) ### [Introduction to RAG: Build your first RAG Pipeline](https://learn.conversationdesigninstitute.com/course/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. [ Read more ](https://learn.conversationdesigninstitute.com/course/introduction-to-rag-build-your-first-rag-pipeline) [Scaling AI Agents from a CX Perspective](https://learn.conversationdesigninstitute.com/course/scaling-ai-agents-from-a-cx-perspective) ) ### [Scaling AI Agents from a CX Perspective](https://learn.conversationdesigninstitute.com/course/scaling-ai-agents-from-a-cx-perspective) This course provides a practical framework for scaling AI agents within contact centers. Learn how to align AI strategy with customer experience goals… [ Read more ](https://learn.conversationdesigninstitute.com/course/scaling-ai-agents-from-a-cx-perspective) [Designing Digital Humans](https://learn.conversationdesigninstitute.com/course/designing-digital-humans) ) ### [Designing Digital Humans](https://learn.conversationdesigninstitute.com/course/designing-digital-humans) Learn to design responsible, emotionally intelligent, and visually engaging digital humans. This course explores the design principles, psychology, and ethics behind… [ Read more ](https://learn.conversationdesigninstitute.com/course/designing-digital-humans) [Mastering Content Structure](https://learn.conversationdesigninstitute.com/course/mastering-content-structure-building-effective-llm-powered-conversations) ) ### [Mastering Content Structure](https://learn.conversationdesigninstitute.com/course/mastering-content-structure-building-effective-llm-powered-conversations) Learn how structured content fuels more effective, compliant, and scalable LLM assistants. This course examines best practices for organizing content… [ Read more ](https://learn.conversationdesigninstitute.com/course/mastering-content-structure-building-effective-llm-powered-conversations) [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course/maximizing-chatbot-success-metrics-and-management) ) ### [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course/maximizing-chatbot-success-metrics-and-management) In this course, you'll learn strategies and techniques to effectively manage your conversational AI solutions post-deployment. [ Read more ](https://learn.conversationdesigninstitute.com/course/maximizing-chatbot-success-metrics-and-management) [Introduction to Prompt Design](https://learn.conversationdesigninstitute.com/course/introduction-to-prompt-design) ) ### [Introduction to Prompt Design](https://learn.conversationdesigninstitute.com/course/introduction-to-prompt-design) Learn how LLMs can be used to maximise the performance of your chatbots and IVR systems and create delightful conversational experiences. [ Read more ](https://learn.conversationdesigninstitute.com/course/introduction-to-prompt-design) ## Core and co-created course modules Explore the skills and paths to succeed in Conversational AI with CDI's foundational courses [Design Patterns](https://learn.conversationdesigninstitute.com/course?courseid=design-patterns)  ### [Design Patterns](https://learn.conversationdesigninstitute.com/course?courseid=design-patterns) Learn practical Conversation Design patterns for building AI agents that are clear, trustworthy, and customer-focused. This course gives you a reusabl… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=design-patterns) [Introduction to RAG: Build your first RAG Pipeline](https://learn.conversationdesigninstitute.com/course?courseid=introduction-to-rag-build-your-first-rag-pipeline)  ### [Introduction to RAG: Build your first RAG Pipeline](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=introduction-to-rag-build-your-first-rag-pipeline) [Scaling AI Agents from a CX Perspective](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-agents-from-a-cx-perspective)  ### [Scaling AI Agents from a CX Perspective](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-agents-from-a-cx-perspective) [Designing Digital Humans](https://learn.conversationdesigninstitute.com/course?courseid=designing-digital-humans)  ### [Designing Digital Humans](https://learn.conversationdesigninstitute.com/course?courseid=designing-digital-humans) Learn to design responsible, emotionally intelligent, and visually engaging digital humans. This course explores the design principles, psychology, an… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=designing-digital-humans) [Mastering Content Structure: Building Effective LLM-Powered Conversations](https://learn.conversationdesigninstitute.com/course?courseid=mastering-content-structure-building-effective-llm-powered-conversations)  ### [Mastering Content Structure: Building Effective LLM-Powered Conversations](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=mastering-content-structure-building-effective-llm-powered-conversations) [Designing AI Assistants](https://learn.conversationdesigninstitute.com/course?courseid=designing-ai-assistants)  ### [Designing AI Assistants](https://learn.conversationdesigninstitute.com/course?courseid=designing-ai-assistants) Explore the essentials of designing AI assistants with this free course. Learn the fundamentals of conversation design, the psychology behind conversa… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=designing-ai-assistants) [CDI Method Foundation](https://learn.conversationdesigninstitute.com/course?courseid=cdi-method-foundation)  ### [CDI Method Foundation](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=cdi-method-foundation) [CDI Workflow](https://learn.conversationdesigninstitute.com/course?courseid=cdi-workflow)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course?courseid=cdi-workflow) Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, an… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=cdi-workflow) [Conversational Engineer](https://learn.conversationdesigninstitute.com/course?courseid=conversational-engineer)  ### [Conversational Engineer](https://learn.conversationdesigninstitute.com/course?courseid=conversational-engineer) The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. Learn about… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversational-engineer) [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course?courseid=maximizing-chatbot-success-metrics-and-management)  ### [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=maximizing-chatbot-success-metrics-and-management) [AI Trainer Theory](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-theory)  ### [AI Trainer Theory](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-theory) [AI Trainer Build](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-build)  ### [AI Trainer Build](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-build) [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-improve)  ### [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-improve) [Behavior Design](https://learn.conversationdesigninstitute.com/course?courseid=behavior-design)  ### [Behavior Design](https://learn.conversationdesigninstitute.com/course?courseid=behavior-design) Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=behavior-design) [Persona Development](https://learn.conversationdesigninstitute.com/course?courseid=persona-development)  ### [Persona Development](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=persona-development) [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course?courseid=conversation-design-fundamentals)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversation-design-fundamentals) [Introduction to Conversation Design](https://learn.conversationdesigninstitute.com/course?courseid=introduction-to-conversation-design)  ### [Introduction to Conversation Design](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=introduction-to-conversation-design) [CxD for WhatsApp](https://learn.conversationdesigninstitute.com/course?courseid=cxd-for-whatsapp)  ### [CxD for WhatsApp](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=cxd-for-whatsapp) [Introduction to Prompt Design](https://learn.conversationdesigninstitute.com/course?courseid=prompt-design)  ### [Introduction to Prompt Design](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=prompt-design) [Ethics](https://learn.conversationdesigninstitute.com/course?courseid=ethics)  ### [Ethics](https://learn.conversationdesigninstitute.com/course?courseid=ethics) Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmfu… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ethics) [Introduction to Agentic Experience Design](https://learn.conversationdesigninstitute.com/course?courseid=introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](https://learn.conversationdesigninstitute.com/course?courseid=introduction-to-agentic-experience-design) Learn how to design responsible, effective AI agents using the CDI Method for Agentic Experience Design (AXD). This course teaches how to decide where… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=introduction-to-agentic-experience-design) [Agentic Experience Design](https://learn.conversationdesigninstitute.com/course?courseid=agentic-experience-design)  ### [Agentic Experience Design](https://learn.conversationdesigninstitute.com/course?courseid=agentic-experience-design) The full course in designing AI agents that act on behalf of people, using the complete 12-step CDI Method. [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=agentic-experience-design) [Browse CDI’s entire library of 500+ videos](https://learn.conversationdesigninstitute.com/) ### [Browse CDI’s entire library of 500+ videos](https://learn.conversationdesigninstitute.com/) [ Browse course module library ](https://learn.conversationdesigninstitute.com/) ## Certificates Get certified with industry-recognized credentials [Conversation Designer Certification 2](https://learn.conversationdesigninstitute.com/course?courseid=conversation-designer-certification-2)  ### [Conversation Designer Certification 2](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversation-designer-certification-2) [Introduction to Prompt Design Certification](https://learn.conversationdesigninstitute.com/course?courseid=prompt-designer-certification)  ### [Introduction to Prompt Design Certification](https://learn.conversationdesigninstitute.com/course?courseid=prompt-designer-certification) The Introduction to Prompt Design (IPD) certificate exam will validate your knowledge in the fundamental principles for creating human-centered, inclu… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=prompt-designer-certification) [CDI Method Foundation Certification](https://learn.conversationdesigninstitute.com/course?courseid=cdi-method-foundation-certification)  ### [CDI Method Foundation Certification](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=cdi-method-foundation-certification) [Conversation Designer Certification](https://learn.conversationdesigninstitute.com/course?courseid=conversation-designer-certification)  ### [Conversation Designer Certification](https://learn.conversationdesigninstitute.com/course?courseid=conversation-designer-certification) Conversation Designers focus on human-centricity, sample dialogue, flowchart design, user testing, and hand-overs. [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversation-designer-certification) [AI Trainer Certification](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-certification)  ### [AI Trainer Certification](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-certification) Turn data into understanding and learn how to train language models, implement journeys, and do data-driven optimization. [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ai-trainer-certification) [Agentic Experience Design Certification](https://learn.conversationdesigninstitute.com/course?courseid=agentic-experience-design-certification)  ### [Agentic Experience Design Certification](https://learn.conversationdesigninstitute.com/course?courseid=agentic-experience-design-certification) Earn your Agentic Experience Design (AXD) Certification and demonstrate your ability to design autonomous AI agents that make decisions and take actio… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=agentic-experience-design-certification) [Browse CDI’s entire library of 500+ videos](https://learn.conversationdesigninstitute.com/) ### [Browse CDI’s entire library of 500+ videos](https://learn.conversationdesigninstitute.com/) [ Browse course module library ](https://learn.conversationdesigninstitute.com/) ## Webinars and event recordings Watch webinars and events featuring top voices and the latest research in AI [How to Build a Conversational AI Platform That Scales](https://learn.conversationdesigninstitute.com/course?courseid=how-to-build-a-conversational-ai-platform-that-scales)  ### [How to Build a Conversational AI Platform That Scales](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=how-to-build-a-conversational-ai-platform-that-scales) [Conversational AI in 2026: What (We Think) Still Matters](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2026-what-we-think-still-matters)  ### [Conversational AI in 2026: What (We Think) Still Matters](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2026-what-we-think-still-matters) [From Data to Impact: Measuring Agent Success in the Generative AI Era](https://learn.conversationdesigninstitute.com/course?courseid=from-data-to-impact-measuring-agent-success-in-the-generative-ai-era)  ### [From Data to Impact: Measuring Agent Success in the Generative AI Era](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=from-data-to-impact-measuring-agent-success-in-the-generative-ai-era) [Evaluating LLM-based chatbots: A framework for reliable AI assistants](https://learn.conversationdesigninstitute.com/course?courseid=evaluating-llm-based-chatbots-a-framework-for-reliable-ai-assistants)  ### [Evaluating LLM-based chatbots: A framework for reliable AI assistants](https://learn.conversationdesigninstitute.com/course?courseid=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,… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=evaluating-llm-based-chatbots-a-framework-for-reliable-ai-assistants) [Voice First, Future Ready: Designing the Next Era of Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=voice-first-future-ready-designing-the-next-era-of-conversational-ai)  ### [Voice First, Future Ready: Designing the Next Era of Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=voice-first-future-ready-designing-the-next-era-of-conversational-ai) Discover how generative AI is transforming voice technology—from smarter assistants to more human-like interactions. Join Verint’s Bas Hiemstra and Ja… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=voice-first-future-ready-designing-the-next-era-of-conversational-ai) [Scaling AI in CX: Avoiding the Pitfalls and Building for Impact](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact)  ### [Scaling AI in CX: Avoiding the Pitfalls and Building for Impact](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) [Digital Humans: Today and Tomorrow](https://learn.conversationdesigninstitute.com/course?courseid=digital-humans-today-and-tomorrow)  ### [Digital Humans: Today and Tomorrow](https://learn.conversationdesigninstitute.com/course?courseid=digital-humans-today-and-tomorrow) Explore how lifelike digital personas are reshaping AI, communication, and service—from realism and emotion to ethics and design. A must-attend for an… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=digital-humans-today-and-tomorrow) [Your next step in Conversational AI maturity](https://learn.conversationdesigninstitute.com/course?courseid=your-next-step-in-conversational-ai-maturity)  ### [Your next step in Conversational AI maturity](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=your-next-step-in-conversational-ai-maturity) [Conversational AI in 2025: What every team needs to know](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2025-what-every-team-needs-to-know)  ### [Conversational AI in 2025: What every team needs to know](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2025-what-every-team-needs-to-know) [IA for AI: Getting better answers from your chatbot by structuring your content](https://learn.conversationdesigninstitute.com/course?courseid=ia-for-ai-getting-better-answers-from-your-chatbot-by-structuring-your-content)  ### [IA for AI: Getting better answers from your chatbot by structuring your content](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ia-for-ai-getting-better-answers-from-your-chatbot-by-structuring-your-content) [Evaluating Conversational AI Systems: Constructs, Metrics and Solutions](https://learn.conversationdesigninstitute.com/course?courseid=evaluating-conversational-ai-systems-constructs-metrics-and-solutions)  ### [Evaluating Conversational AI Systems: Constructs, Metrics and Solutions](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=evaluating-conversational-ai-systems-constructs-metrics-and-solutions) [Customer Service in the New Era of AI](https://learn.conversationdesigninstitute.com/course?courseid=customer-service-in-the-new-era-of-ai)  ### [Customer Service in the New Era of AI](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=customer-service-in-the-new-era-of-ai) [NLU Design- Never Ignore What Your Technology and Users are Telling You](https://learn.conversationdesigninstitute.com/course?courseid=nlu-design-never-ignore-what-your-technology-and-users-are-telling-you)  ### [NLU Design- Never Ignore What Your Technology and Users are Telling You](https://learn.conversationdesigninstitute.com/course?courseid=nlu-design-never-ignore-what-your-technology-and-users-are-telling-you) NLU Design is the missing component in most business projects and the typical Conversational Designer's skill set. As we move to a new generation of b… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=nlu-design-never-ignore-what-your-technology-and-users-are-telling-you) [Should CUI Make Human Errors](https://learn.conversationdesigninstitute.com/course?courseid=should-cui-make-human-errors)  ### [Should CUI Make Human Errors](https://learn.conversationdesigninstitute.com/course?courseid=should-cui-make-human-errors) This class explores conversational trouble, covering both designing and producing conversational turns, and responding to misunderstandings or Freudia… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=should-cui-make-human-errors) [Implementing Better CX with Generative AI](https://learn.conversationdesigninstitute.com/course?courseid=implementing-better-cx-with-generative-ai)  ### [Implementing Better CX with Generative AI](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=implementing-better-cx-with-generative-ai) [How to Build Brand Safe LLMs to Revolutionize Your CX](https://learn.conversationdesigninstitute.com/course?courseid=how-to-build-brand-safe-llms-to-revolutionize-your-cx)  ### [How to Build Brand Safe LLMs to Revolutionize Your CX](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=how-to-build-brand-safe-llms-to-revolutionize-your-cx) [Unlocking Chatbot Success: Navigating the Maturity Path of Analytics and Reporting](https://learn.conversationdesigninstitute.com/course?courseid=unlocking-chatbot-success-navigating-the-maturity-path-of-analytics-and-reporting)  ### [Unlocking Chatbot Success: Navigating the Maturity Path of Analytics and Reporting](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=unlocking-chatbot-success-navigating-the-maturity-path-of-analytics-and-reporting) [Give Your AI Assistant LLM Superpowers](https://learn.conversationdesigninstitute.com/course?courseid=give-your-ai-assistant-llm-superpowers)  ### [Give Your AI Assistant LLM Superpowers](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=give-your-ai-assistant-llm-superpowers) [Fast Track Your Data Journey: Learn How To Scale with A Stong GenAI-driven Data Foundation](https://learn.conversationdesigninstitute.com/course?courseid=fast-track-your-data-journey-learn-how-to-scale-with-a-stong-genai-driven-data-foundation)  ### [Fast Track Your Data Journey: Learn How To Scale with A Stong GenAI-driven Data Foundation](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=fast-track-your-data-journey-learn-how-to-scale-with-a-stong-genai-driven-data-foundation) [Safe and Secure Enterprise CX](https://learn.conversationdesigninstitute.com/course?courseid=safe-and-secure-enterprise-cx)  ### [Safe and Secure Enterprise CX](https://learn.conversationdesigninstitute.com/course?courseid=safe-and-secure-enterprise-cx) This session explored building brand-safe LLMs to revolutionize CX. We discussed identifying effective use cases for generative AI, ensuring its relev… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=safe-and-secure-enterprise-cx) [Getting Started with Conversational AI Basics](https://learn.conversationdesigninstitute.com/course?courseid=getting-started-with-conversational-ai-basics)  ### [Getting Started with Conversational AI Basics](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=getting-started-with-conversational-ai-basics) [Using Chatbots Where and When](https://learn.conversationdesigninstitute.com/course?courseid=using-chatbots-where-and-when)  ### [Using Chatbots Where and When](https://learn.conversationdesigninstitute.com/course?courseid=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. [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=using-chatbots-where-and-when) [Crafting a Convincing Chatbot Business Case](https://learn.conversationdesigninstitute.com/course?courseid=crafting-a-convincing-chatbot-business-case)  ### [Crafting a Convincing Chatbot Business Case](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=crafting-a-convincing-chatbot-business-case) [AI & Branded Digital Voices Open Webinar](https://learn.conversationdesigninstitute.com/course?courseid=ai-and-branded-digital-voices-open-webinar-oct-2023)  ### [AI & Branded Digital Voices Open Webinar](https://learn.conversationdesigninstitute.com/course?courseid=ai-and-branded-digital-voices-open-webinar-oct-2023) This webinar explores the process of designing a digital brand voice that aligns with the future of branding. [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ai-and-branded-digital-voices-open-webinar-oct-2023) [Transform the Patient Experience](https://learn.conversationdesigninstitute.com/course?courseid=transform-the-patient-experience)  ### [Transform the Patient Experience](https://learn.conversationdesigninstitute.com/course?courseid=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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=transform-the-patient-experience) [Conversation Design Fundamentals - Hans van Dam](https://learn.conversationdesigninstitute.com/course?courseid=webinar-conversation-design-fundamentals-hans-van-dam)  ### [Conversation Design Fundamentals - Hans van Dam](https://learn.conversationdesigninstitute.com/course?courseid=webinar-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… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=webinar-conversation-design-fundamentals-hans-van-dam) [How to Govern AI: Building Value and Managing Risk in Practice](https://learn.conversationdesigninstitute.com/course?courseid=how-to-govern-ai-building-value-and-managing-risk-in-practice)  ### [How to Govern AI: Building Value and Managing Risk in Practice](https://learn.conversationdesigninstitute.com/course?courseid=how-to-govern-ai-building-value-and-managing-risk-in-practice) Allegra Guinan is co-founder and CTO of Lumiera, a boutique advisory firm guiding leaders in designing responsible AI strategies. With extensive exper… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=how-to-govern-ai-building-value-and-managing-risk-in-practice) [Agentic CX: A Practical Roadmap for Multi‑Agent Orchestration](https://learn.conversationdesigninstitute.com/course?courseid=agentic-cx-a-practical-roadmap-for-multiagent-orchestration)  ### [Agentic CX: A Practical Roadmap for Multi‑Agent Orchestration](https://learn.conversationdesigninstitute.com/course?courseid=agentic-cx-a-practical-roadmap-for-multiagent-orchestration) Legacy NLU assistants and basic RAG bots aren’t built for today’s AI landscape. In this webinar, Olivia Marrese (66degrees) shares a practical roadmap… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=agentic-cx-a-practical-roadmap-for-multiagent-orchestration) [Browse CDI’s entire library of 500+ videos](https://learn.conversationdesigninstitute.com/) ### [Browse CDI’s entire library of 500+ videos](https://learn.conversationdesigninstitute.com/) [ Browse course module library ](https://learn.conversationdesigninstitute.com/) ## 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.” ) Anju Sharma HP Manager Virtual Agent “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.” ) Bob Molenaar Vandebron Digital Experience Manager “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager --- --- title: "Conversational AI Channels & Applications" description: "Discover the various channels of conversational AI including chat, voice, and omnichannel applications. Explore example platforms, use cases, and gain insights through our guides, whitepapers, and courses." url: "https://www.conversationdesigninstitute.com/topics/channels" lang: en --- [ Understanding AI ](/topics) # Conversational AI Channels More and more Conversational AI is spreading across all manner of channels, from website based chatbots, IVR telephonic assistants to Conversational AI on social media. Discover which channels exist and their relative differences and applications. Watch video  ## Chapters [Omni-presence with Conversational AI ](#6cb495a1-c5c7-46e6-9b50-47408553ef04) [New forms of channels and modes ](#bfbc8c52-08d7-4656-8638-040e632f3721) [How CDI can help ](#d4cfcfee-2a5d-4d93-9848-37bd6e73e928) [Conversational AI use cases ](#10cd52a6-347b-4873-a707-7f8409fac82a) ## Omni-presence with Conversational AI Having conversations with customers can and does happen across many channels. Remember though, that regardless of the channel, the key challenge is the quality of the actual conversation. To unlock value from [Conversational AI](/topics/conversational-ai) you need, first and foremost, for the conversation to work for your customers. That said, let’s look at some channels where you might deploy Conversational AI, and the channel specific challenges and their possible solutions: ### Websites and Mobile Apps Usually the first place we think of when talking about chatbots are on websites or in mobile apps, like your banking app for example. _Challenge_: Ensuring seamless integration with the overall user experience. _Solution_: Designing intuitive interfaces and journeys and providing an excellent customer experience. ### Social Media Platforms The mantra is: be where your customers are! _Challenge_: Navigating the diverse and often informal language used on these platforms. _Solution_: Training models on a wide range of social media data and understanding cultural nuances. ### Voice Assistants or IVR Perhaps not really a separate category (as voice assistants can be used in some of the other categories mentioned in this article) but they come with a specific set of challenges. _Challenge_: Accurately interpreting different voices in noisy environments and handling complex queries. _Solution_: Careful scoping and designing of dialogues, and continuously improving speech recognition technology and natural language understanding. ### Smart Devices Increasingly devices like refrigerators, coffee machines and ovens will feature some form of assistant technology. _Challenge_: Providing contextually relevant responses and adapting to different device capabilities while offering an enjoyable brand experience. _Solution_: Integrating with other smart devices and services to offer a seamless user experience and designing the conversations to deliver on the promise. ## New forms of channels and modes of interaction The way users interact with digital platforms is evolving rapidly, driven by advances in [generative AI](/topics/generative-ai-and-llm) and real-time assistance technologies. Traditional approaches are being replaced or enhanced by innovative models that redefine customer engagement. From conversational search to co-browsing assistants and autonomous AI agents, these emerging channels are shaping the future of interaction. Here's an overview of these transformative developments: - ### Conversational search What used to be a traditional search bar at the top of your website, FAQ page, or even in Google Search is quickly being replaced by a mixed interface that combines both the search-component and conversational response generation using Generative AI. This leads to a new type of channel or interaction model that we haven’t seen before. - ### Co-browsing Co-browsing assistants allow customers to interact with an AI assistant integrated in their web browser or even their operation systems and get support in real-time. This is particularly useful for providing technical support and guiding users through complex processes. - ### AI Agents With the advent of [Generative AI](/topics/generative-ai-and-llm) it is possible to build AI systems that can take on more complex tasks autonomously or semi-autonomously. These AI agents can browse the internet, write and run code, use tools, fetch information, access some form of memory, and interact with other agents in a broader ecosystem of AI agents. These AI agents tend to operate at the browser, device, or operation system level. ## How CDI can help ) Hans van Dam Conversation Design Institute CEO 1:16 min  ## Conversational AI use cases [Customer Service ](/use-cases/customer-service) [Higher Education ](/use-cases/higher-education) [Chatbots ](/use-cases/chatbots) [Voice ](/use-cases/voice) [Financial services ](/use-cases/financial-services) [Healthcare ](/use-cases/healthcare) [Telecom ](/use-cases/telecom) [Government ](/use-cases/government) ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational AI Channels [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow)  ### [CXD for WhatsApp](https://learn.conversationdesigninstitute.com/course/cxd-for-whatsapp) 23 videos Leverage the power of WhatsApp Business to connect and communicate with people. Learn the principles unique to designing for WhatsApp’s interface, as well as the fundamentals of good conversation design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cxd-for-whatsapp)  ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI Chatbots" description: "Getting AI conversations right starts with your chatbots. What they are, the types, benefits and real-world uses; and how conversation design makes them work." url: "https://www.conversationdesigninstitute.com/topics/chatbots" lang: en --- [ Understanding AI ](/topics) # Conversational AI Chatbots Getting AI conversations right starts with the conversations you already run. Chatbots are powerful Conversational AI tools that can enhance customer (or employee) experiences, automate tasks and optimise operations. They are sometimes referred to as AI agents, virtual or digital assistants. Powered by great conversation design, they earn their place; without it, they burn trust. Watch video  ## Chapters [Understanding chatbots ](#929dbbe3-8f4c-443d-bc6a-34eacd26a319) [Types of chatbot ](#5d308951-23c9-4452-8010-6927175fa2dc) [Video ](#e98a3077-7f30-4e66-82af-eef18819462f) [What are the benefits of chatbots? ](#c697e4c1-00dd-409f-aa3c-37360aa4c896) [What can chatbots be used for? ](#0d092dae-da14-408c-8bf0-98ab182aa4a0) [How can CDI help? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) ## Understanding chatbots At their core, chatbots are conversational computer ‘agents’ designed to simulate conversation with humans. Using [Conversational AI](/topics/conversational-ai) technology, they engage in natural and interactive dialogues with people. This can be through chat widgets on websites, through social media comments or other chat enabled interfaces. Sometimes the term chatbot is also used to describe voice bots and other types of AI assistants like [generative AI bots](/topics/generative-ai-and-llm) or agents. Chatbots can perform a wide range of tasks, helping businesses with consistency, automation, operating costs and much more. While technology plays a big role in chatbot development, human expertise remains an essential element. [Conversation designers](/courses/conversation-designer/), [AI trainers](/courses/ai-trainer/) and human reviewers are crucial in ensuring that chatbots communicate with empathy and authenticity. Ensuring they align with customer needs, brand guidelines, legal requirements and the goals of the business. ## Types of chatbot There are three main types of chatbot: - ### Declarative chatbots (scripted/rule-based) These chatbots follow predefined rules and patterns to respond to user queries. The chatbot answers are designed and written by [conversation designers](/courses/conversation-designer/). As are the different steps and turns in the conversation. Declarative chatbots excel in handling structured interactions and providing consistent information. They may struggle with handling ambiguous queries or unpredictable user inputs. - ### Generative chatbots Leveraging the power of LLMs, generative chatbots process context and generate responses dynamically. They can generate text, translate languages and answer questions in an open-ended manner. They are well-suited for complex interactions and unpredictable scenarios. They may offer more flexibility but could be challenging to control for specific use cases. To increase their reliability (and truthfulness) the generation of answers is often grounded in existing knowledgebases. - ### Hybrid chatbots Hybrid chatbots are defined as combining elements of both declarative and generative chatbots. To answer customer questions they use a combination of pre-designed answers and flows and generative answers. There are many different ways to combine the strengths of declarative and generative chatbots, and hybrid chatbots are very much the way of the future. ## How CDI can help ) Hans van Dam Conversation Design Institute Founder 1:16 min  ## What are the benefits of chatbots?  ### Enhanced customer experience Chatbots provide 24/7 availability, personalised interactions and self-service options, improving customer satisfaction and loyalty. Chatbots can deliver a consistent brand voice and messaging across all interactions, ensuring a cohesive and positive customer experience. Chatbots are always available to answer customer queries, providing instant assistance at all hours and improving overall customer satisfaction.  ### Automated tasks and reduced costs Chatbots can automate repetitive tasks, freeing up human resources for more complex and creative tasks with the additional benefit of lowering operational costs.  ### Operational efficiency & scalability Chatbots can streamline internal processes, such as onboarding, scheduling and knowledge sharing, improving employee productivity and efficiency. Businesses can scale their chatbot capabilities as their needs evolve. Adding channels or capabilities. For example branching out from the corporate website to the app, or adding voice capability so as to be available on the phone.  ### Multichannel Integration Chatbots can be integrated across various communication channels, including websites, social media, and messaging apps, providing a seamless and unified customer experience. ## What can chatbots be used for? ### Customer support: Handling frequently asked questions and providing instant support to customers, improving response times, and ensuring 24/7 availability. ### Order processing and tracking: Assisting customers in placing orders, tracking shipments, and managing order-related inquiries, providing a convenient and efficient shopping experience. ### Information retrieval: Providing information about products or services, and guiding users through troubleshooting processes. ### Employee onboarding: Assisting new employees during the onboarding process by providing information about company policies, procedures, and answering common HR-related queries. ### Lead generation and qualification: Initiating conversations with website visitors, collecting information, and qualifying leads based on predefined criteria before passing them on to sales teams. ### Appointment scheduling: Allowing users to schedule appointments, book reservations, or set reminders without human intervention, streamlining the booking process. ### Surveys and feedback collection: Conducting surveys and collecting feedback from customers or employees, allowing businesses to gather valuable insights and improve their products or services. ### Language translation: Facilitating communication by offering language translation services, enabling businesses to interact with a diverse customer base. ### Internal IT support: Assisting employees with IT-related issues, troubleshooting common problems, and providing guidance on software usage within the organization. ### Interactive content delivery: Delivering personalised content, recommendations, and interactive experiences based on user preferences and behavior. ### Healthcare assistance: Providing basic health information, appointment scheduling with healthcare professionals, and medication reminders to patients. ### Financial services: Assisting users with account inquiries, transaction history, and basic financial planning, improving customer engagement in the financial sector. ### Travel assistance: Helping users plan trips, book flights, hotels, or rental cars, and providing travel-related information and recommendations. ### HR and recruitment support: Assisting with job applications, answering HR-related queries, and providing information about company policies for both applicants and employees. ### Entertainment and Gaming: Creating interactive gaming experiences, delivering content recommendations, and engaging users in entertaining conversations. ## How can CDI help? CDI provides comprehensive training, live support, coaching, and consultancy services to empower businesses in developing Conversational AI solutions that adhere to best practices. Our experienced team guides you through every step of the process, ensuring your implementation is efficient, effective, and aligned with industry standards. [ Get business support ](/contact) ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Chatbots [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals)  ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### What is a chatbot and how does it work? A chatbot is a system that interacts with users through text or voice. It understands questions, retrieves information, and guides people through tasks. Modern chatbots use [conversational AI](/topics/conversational-ai) and [conversation design](/topics/conversation-design) to make these interactions feel human-centered. ### Are chatbots AI? Yes, chatbots are a form of artificial intelligence designed to simulate conversation with humans. Some are simple and rule-based, while others use advanced AI models that understand intent, tone, and context. [Conversation designers](/courses/conversation-designer/) make sure those interactions are purposeful, safe, and aligned with user needs. ### Are chatbots generative AI? Some are. Traditional chatbots rely on scripts and predefined rules, while newer systems use generative AI to create responses dynamically. The most effective chatbots combine both structure from design and creativity from AI, guided by [conversation designers](/courses/conversation-designer/) to ensure accuracy and control. ### Are chatbots large language models (LLMs)? Not exactly. LLMs, like GPT-4, are the underlying technology that can power chatbots. A chatbot is the interface, the “face” users talk to built on top of an LLM or another AI system. Conversation designers define how that model communicates so interactions feel natural, clear, and on-brand. ### What are the different types of chatbots? There are rule-based chatbots, which follow predefined scripts, and AI-powered chatbots, which use machine learning to understand intent and context. Many modern systems combine both logic and intelligence, refined through [conversation design](/topics/conversation-design). ### What’s the difference between a chatbot and Conversational AI? A chatbot is one application of [Conversational AI](/topics/conversational-ai). Conversational AI is the technology that enables machines to understand and generate language; a chatbot is how users experience it. [Conversation designers](/courses/conversation-designer/) connect the two, ensuring the experience feels human and helpful. ### How do you design a chatbot? Effective chatbot design starts with understanding your users, their goals, emotions, and context. Then, define intent structures, craft tone, and test with real people. At CDI, we use our [Conversation Design Standards Framework](/conversational-ai-for-business/standards-framework), built on psychology, linguistics, and technology, to create chatbots that are inclusive, natural, and aligned with business goals. ### How do you build a chatbot? Start by defining its purpose and user journey. Then, use a chatbot platform such as Dialogflow, Rasa, or Microsoft Bot Framework to design, train, and test conversations. [Conversation designers](/courses/conversation-designer/), [AI trainers](/courses/ai-trainer/), and engineers collaborate to turn the design into a functioning, human-like experience. ### How do I train a chatbot? Training involves teaching the chatbot how people actually speak, identifying intents, refining responses, and using feedback to improve performance. [Conversation designers](/courses/conversation-designer/) and [AI trainers](/courses/ai-trainer/) work together to make sure the system learns safely, ethically, and effectively. ### How can conversation design improve a chatbot? [Conversation design](/topics/conversation-design) gives chatbots their personality, empathy, and flow. It turns a technical interaction into a meaningful exchange. CDI’s frameworks teach teams how to design tone, structure, and dialogue that make AI interactions feel natural and emotionally intelligent. ### What makes a chatbot effective? The best chatbots are clear, helpful, and human-like. They know their purpose, stay on-brand, and guide users smoothly. [Conversation designers](/topics/conversation-design) balance efficiency and empathy, ensuring the chatbot serves both user needs and business goals. ### Can chatbots hallucinate? Yes, AI-powered chatbots can sometimes “hallucinate,” meaning they generate confident but incorrect information. That’s why conversation design and human oversight are vital. Conversation designers test, review, and retrain systems to ensure they stay accurate and reliable. ### Are chatbots known to hallucinate? Yes, especially those using generative AI or large language models. These systems can produce information that sounds convincing but isn’t true. At CDI, we teach how to design and monitor chatbots responsibly with clear boundaries, transparency, and human review to keep users safe. ### Are chatbots safe? When designed responsibly, yes. Safe chatbots protect user data, communicate transparently, and avoid bias or manipulation. [Conversation designers](/courses/conversation-designer/) apply CDI’s ethical and inclusive design standards to make sure chatbots are trustworthy and aligned with organisational values. ### Where are chatbots used today? Chatbots are used in [customer service](/use-cases/customer-service), e-commerce, healthcare, HR, education, and more. They handle repetitive tasks, provide information, and guide users through processes. When backed by good conversation design, they enhance experiences rather than replace people. ### Can chatbots replace humans? No, they complement them. Chatbots automate routine work, freeing humans to focus on empathy, creativity, and strategy. CDI teaches teams how to design chatbots that collaborate with humans instead of competing with them. ### How can a chatbot help my business? A well-designed chatbot improves customer experience, reduces support costs, and builds stronger relationships with users. With conversation design, it becomes a consistent digital representative for your brand, clear, reliable, and available 24/7. ### How can I implement a chatbot successfully? Start small. Define a single, measurable goal, such as handling FAQs or scheduling and design that flow thoroughly before scaling. CDI’s experts train and support teams through every phase: from strategy and design to testing and optimisation. ### Which chatbot platform is best for my organization? It depends on your goals, channels, and technical setup. CDI helps organisations evaluate and design across multiple platforms, ensuring that the user experience, not the tool itself, drives success. Choosing between platforms? Our [guide to Conversational AI platforms](/topics/vendor-platforms) covers the landscape. ### Can anyone learn to design chatbots? Yes, whether you come from writing, UX, tech, or marketing, you can learn conversation design. CDI’s programs teach practical frameworks and tools used by leading companies to create chatbots that truly work for people. ### What makes CDI different in chatbot training? We don’t just teach how to build chatbots, we teach how to design them for people. Our [Conversation Design Standards Framework](/conversational-ai-for-business/standards-framework), global community, and hands-on training give professionals the mindset and methods to design AI systems that are ethical, effective, and human. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversation Design: what it is and how to get it right" description: "Getting AI conversations right starts with how they're designed. Learn what Conversation Design is, why it matters, and how to design great AI conversations." url: "https://www.conversationdesigninstitute.com/topics/conversation-design" lang: en --- [ Understanding AI ](/topics) # Conversation Design Getting AI conversations right starts with how they're designed. Learn what Conversation Design is, why it matters, and how to design great conversations between humans and AI assistants and agents. Watch video  ## Chapters [What is Conversation Design? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) [Why conversation design matters ](#6ddb7512-6e84-4fc7-b6b5-03b84b398f0b) [Key principles of conversation design ](#695550cf-e4de-463b-bc36-4c36f00c452f) [Conversation design process ](#ed2b612a-18a5-4659-9f7e-e703980a26a1) [Conversation design strategy ](#d3a0bae8-7e4e-426d-934a-c049b095d1b4) [How CDI can help ](#e1c8f7ae-f876-4010-b99f-57fd0b543487) [Career opportunities in conversation design ](#e7a2c1d3-87b5-48b3-9c05-8479c92feb0e) ## What is conversation design? Conversation Design is the art of crafting engaging, intuitive, and effective dialogues between humans and AI-powered systems like [chatbots](/topics/chatbots), AI agents and voice assistants. By blending user experience (UX) principles, linguistics, and psychology, Conversation Design ensures interactions are seamless, productive, and enjoyable. Every day, we interact more with AI. Through all kinds of [conversational interfaces](/topics/conversational-interfaces), from a customer service chatbot online, to a home speaker AI assistant or a [generative AI](/topics/generative-ai-and-llm) agent like Gemini or ChatGPT. Around the world, there are billions of technology-powered conversations taking place every day. But how do these systems know how to respond? Is it magic? Of course not. It’s the power of Conversation Design that makes these interactions so pleasant, useful, and meaningful. Whether you are receiving pre-written answers or AI-generated content, great design is key to a great experience. ## Why conversation design matters Effective Conversation Design enhances customer satisfaction by providing quick, accurate responses, reducing friction in customer service, and boosting overall engagement. For businesses, it translates to higher efficiency, better user retention, and improved brand perception. To achieve this, it’s crucial to really focus on what your customers' needs are, the language they use, and the way they hope to achieve their goals. Mapping out steps in the process, and always trying to find ways to have it make sense to your customers. The single most important thing to know about the communication between a [chatbot](/topics/chatbots) or voice assistant and a human is that they both have a different kind of brain. At risk of stating the obvious: the chatbot or voice assistant has an artificial ‘brain’, whereas we have a human brain. These brains are completely different from one another in the way they process information. The artificial brain needs structured data to function properly, while the human brain needs things like empathy, understanding, compliments and encouragement. For a successful interaction between a chatbot and a human, we need to make sure that we give both brains what they need to function. This means we need to design in such a way that we unify technology, psychology and language into one process. The challenge with Conversation Design is that it requires both technical and creative skills. That’s why it’s important to have a clear workflow that ensures that both ends of the spectrum are covered properly. This is where the [Conversation Designer](/courses/conversation-designer/), [AI Trainer](/courses/ai-trainer/), Prompt Designer and Conversational Engineer roles come in. They understand both the artificial and the human brain, and they use language to make them both function. When this is done well, it creates chatbots and voice assistants that you enjoy talking to. Often AI assistants fail because the teams building them focus too much on technology. They obsess over trying different tech tools and features but lack the skills to consider the user experience. Organizations are catching up on this challenge leading to a growing demand for [Conversation Designers](/courses/conversation-designer/). ## Key principles of conversation design ### Human-Centric Approach Make the customer the hero: address their wants, needs, and emotional states in your designs. ### Conversational language Keep dialogues concise and straightforward to avoid user frustration. Also, acknowledge the customer’s language: speak the way they speak. ### Error Handling Design robust error recovery mechanisms to gracefully handle misunderstandings and guide users back on track. ### Feedback and Learning Continuously gather user feedback, monitor user behavior in the chat and refine the conversational models for improvement. ### Handover escalation Design an effective escalation process for when conversations don’t work for the customer - Allowing complex issues to be escalated to a person ## The conversation design process The following is a really brief version of the CDI workflow, which is traditionally divided up into three stages: Requirements, Happy Conversation design, Detailed design. - ### Requirements Understand your audience, their needs, and pain points, create a [chatbot](/topics/chatbots) personality (persona) that fits your brand. - ### Use case selection Select which customer need you’re going to address. - ### Bot & user needs Map out what the customer wants and needs and what the AI assistant needs to help the customer. - ### Sample dialog Create sample dialogs, preferably voice first, and refine these conversations focusing on natural language and user experience. - ### Wizard of Oz testing Build prototypes and test them with real users to gather feedback - we advise a method that we call the ‘Wizard of Oz’ test. - ### Long tail Apply solutions for when the conversation goes off track, including handover options and/or fallbacks. - ### Implementation Build the dialog in the platform - this is done by [Conversation Designers](/courses/conversation-designer/) or [AI Trainers](/courses/ai-trainer/), depending on agreed responsibilities. - ### AI training Train the NLU model to match relevant dialogues to incoming questions - ### Iteration and Optimization Once implemented, continuously refine the conversations based on user interactions and feedback - for example by investigating spikes in drop outs in certain dialogs. ## Conversation design strategy Conversation design is an excellent way to implement strategic considerations of your business. Do you want your conversational AI to reduce the number of live agent interactions? Or perhaps you need the conversational AI to create leads or to serve as an internal resource for your employees? A solid conversation design practice can help you achieve those aims. At CDI, we believe that conversation design should always go hand in hand with a clear AI and customer service strategy. Depending on your strategy and definition of success, there are different design techniques ranging from language use to behaviour design that will help achieve those strategic goals – and having the right skill sets in your team is crucial. ## How CDI can help ) Hans van Dam Conversation Design Institute CEO 1:16 min  Ever talked to a chatbot or voice assistant that just gets you? That’s the magic of Conversation Design at work. Conversation Design is the art and science of creating intuitive, engaging, and productive dialogues between humans and AI. It combines user experience design, linguistics, and psychology to make interactions with [chatbots](/topics/chatbots) and voice assistants feel natural and effortless. Here’s why Conversation Design matters: - It bridges the gap between human empathy and AI efficiency. - It ensures your chatbot or voice assistant delivers the right response, in the right tone, at the right time. - It creates seamless user experiences that leave customers satisfied and engaged. So, how does it work? Conversation Design follows a structured process: 1. **Understand your audience**: Identify their needs, pain points, and language preferences. 2. **Define a persona**: Give your AI assistant a personality that reflects your brand. 3. **Design sample dialogues**: Map out realistic conversations that help users reach their goals. 4. **Test and refine**: Use real-world feedback to continuously optimize your AI assistant. 5. **Implement and train**: Build dialogue flows and train the system for accuracy and adaptability. When done right, Conversation Design can automate customer support, streamline workflows, and even boost lead generation, all while delivering meaningful, human-like interactions. At Conversation Design Institute, we help you master this process through training programs, certifications, and consulting services. Whether you’re designing your first chatbot or scaling an enterprise-level voice assistant, CDI gives you the tools and expertise to create AI conversations that truly connect. ## Career opportunities in conversation design As the demand for Conversational AI grows, so do opportunities in this field. Roles like [Conversation Designer](/courses/conversation-designer/), [AI Trainer](/courses/ai-trainer/), Prompt Designer, and UX writer are increasingly sought after. ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Learn more about Conversation Design [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Conversation Design Fundamentals Module](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals)  ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### What is a conversation design? Conversation design is the art and science of creating natural, effective dialogues between people and AI systems like chatbots, voice assistants, or digital agents. Conversation Design Institute defines it as crafting engaging, intuitive, and effective dialogues by combining UX principles, psychology, and linguistics through prompting, copywriting and journey design. A [conversation designer](/courses/conversation-designer/) ensures the experience feels human: clear, inclusive, and goal-oriented. ### What is the meaning of conversation design? The meaning of conversation design is simple but powerful: it’s about shaping how machines speak and listen to humans. Rather than designing screens, conversation designers design dialogues, mapping how AI should understand, respond, carry context, and guide users through tasks. ### What is an example of conversation design? A classic example: you ask a travel chatbot, “Book me a flight to Berlin,” and it replies, “Great, when do you want to depart, and from which city?” Under the hood, that smooth interaction is the result of mapping intents, writing branching dialogues, handling edge cases, and designing graceful recovery paths. At CDI, students build real-world examples like this as part of their coursework in the Conversation Designer program. ### How much do conversation designers make? It depends where in the world you are, but in the U.S., conversation designers can expect salaries between $80,000 and $130,000, with senior or lead positions reaching $150,000. ### How to become a conversation designer? Becoming a conversation designer involves combining empathy, writing skill, and systems thinking. Start by learning user research, conversation flows, dialogue writing, and evaluation methods. Build sample projects. Then, follow a structured path: at CDI, our Conversation Designer program is designed to teach you that full path from fundamentals through advanced techniques. If you'd rather learn at your own pace, our [self-paced courses](/conversational-ai-for-business/up-to-speed) cover the full path. ### What is conversational style? A conversational style is the personality, tone, and voice a chatbot or assistant uses. It’s how the AI “speaks”, formal vs. casual, playful vs. serious, warm vs. neutral. We help learners at CDI define conversational styles that align with brand values, user trust, and usability, ensuring consistency across flows and channels. ### Is conversation design a good career? Definitely. Conversation design is a fast-growing career at the intersection of AI, UX, CX and writing. As companies invest in conversational agents and generative AI, the demand for skilled designers is increasing. Because CDI offers industry-recognized training and certification, many graduates go on to work at top organizations or lead AI teams. ### What does a conversation designer do? A conversation designer plans and scripts how a chatbot, IVR, AI assistant or voice assistant communicates. They design conversation flows, write dialogue, test interactions, and collaborate with AI trainers, developers, linguists and data scientists to make AI systems more human-centered. If you're building this role into your team, see how we [train whole teams](/conversational-ai-for-business/team-capability). ### What are conversational design principles? Conversation Design principles guide how to make AI interactions more natural and effective. Core principles include: • Be cooperative (help users achieve their goals) • Be concise and clear • Show empathy • Maintain context • Guide the user gracefully We teach these and other best practices, including the Grice's maxims and user testing methods in our certification programs. ### What is the CDI Method? At CDI, we lean heavily on our [CDI Method](/courses/cdi-method/) (aka CDI Workflow), a technology-agnostic end-to-end framework for designing human-centric, inclusive conversational AI. It guides designers through phases like user research, flow design, dialogue writing, testing (e.g. Wizard-of-Oz), and long-tail refinement. See how the method applies when you're [building or evolving an assistant](/conversational-ai-for-business/build). ### What is the difference between UX design and conversation design? The key difference between UX design and conversation design is interaction. UX design focuses on the overall user experience, while conversation design specifically focuses on dialogues between users and systems. This involves creating natural, intuitive conversations that are clear and purposeful, allowing users to easily find information and take action. For the wider discipline around this, see [conversational UX](/topics/conversational-ux). ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "What is Conversational AI?" description: "What Conversational AI is, how it works, and where it delivers: the definition, glossary, use cases, and technology, from Conversation Design Institute." url: "https://www.conversationdesigninstitute.com/topics/conversational-ai" lang: en --- [ Understanding AI ](/topics) # What is Conversational AI? What Conversational AI is, how it works, and how to put it to work, from the institute that sets the standards for it. Watch video  ## Chapters [What is Conversational AI? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) [Conversational AI Glossary ](#695550cf-e4de-463b-bc36-4c36f00c452f) [Conversational AI use cases ](#7023b2eb-4366-4656-8f65-d0cd6115c537) [Automation in Conversational AI ](#d3a0bae8-7e4e-426d-934a-c049b095d1b4) [Analytics in Conversational AI ](#1924de6b-5f05-4ce2-9318-d125521aef10) [How CDI can help ](#cb7d7de1-e822-4606-b0fc-4f8ce1bfb0c5) [AI platforms and technologies ](#46f5d82c-b28d-4557-bcca-2d7af974287d) ## What is _Conversational AI_ and how does it work? Conversational AI covers a wide spectrum of technologies that allow humans to talk with computers. Conversational AI is what powers applications like [chatbots](/topics/chatbots) or AI agents and assistants. It allows customers to engage and complete tasks easily: by simply having a conversation. At Conversation Design Institute (CDI), we see Conversational AI as a collective term that describes both the skillset and technology that allows people to engage with automated systems through language. That can vary from chatting with adidas’ [chatbot](/topics/chatbots) about the delivery date of your new sneakers to speaking with your health service provider’s voice assistant, to having ChatGPT help with your homework assignment. To make this work, Conversational AI draws on design and writing skills, human language datasets, machine learning algorithms, natural language processing (NLP), and of course, large language models (LLMs). Regardless of the technology used, the main goal is to simulate human interactions by interpreting spoken or written inputs, recognising speech patterns, and comprehending meaning, across languages and channels. ## A short Conversational AI glossary As we dive deeper into Conversational AI, here’s a short glossary of some terms that will make it easier for you to understand the field. You and your team will need to be familiar with the following: ### Natural Language Processing (NLP) NLP is the backbone of traditional Conversational AI, this technology allows machines to understand and process human language. It involves tasks such as text parsing, sentiment analysis, and language translation. ### Large Language Models (LLMs) Generative Conversational AI assistants, such as ChatGPT or Google Gemini are powered by LLM technology. Trained on terabytes of content, this technology allows for open ended conversations and generation of content on the fly. For business applications, LLM power needs to be guard railed and grounded by different means, to prevent incorrect answers. ### Speech Recognition Speech recognition technology allows Conversational AI systems to understand spoken language. By converting audio input into text, it enables seamless communication through voice interfaces. ### Intent Recognition Intent recognition is crucial for understanding customer requests and providing relevant responses. Conversational AI systems analyse customer input to identify the underlying intent, allowing them to offer personalised and contextually appropriate solutions. ### Dialogue Management Dialogue management orchestrates the flow of conversation between customers and AI systems. It manages turn-taking, context retention, and response creation/generation to ensure coherent and natural interactions. ### Conversation Design & Prompt Design [Conversation design](/courses/conversation-designer/) is the art of mapping flows of conversation and turning knowledge into a human-centric conversational flow. AI-powered conversations need to offer correct levels of empathy and helpfulness to make the interaction between your customers and your AI assistant successful. Conversation design also entails the mapping of customer journeys to ensure that when you leverage LLMs, you can prompt it to suggest the best next action. This is also known as Prompt Design. ### Integrations Integrating with backend systems allows conversational AI to access and leverage data from various sources. Integrations enable [chatbots](/topics/chatbots) to perform tasks such as retrieving information, making reservations, and processing transactions. In short: getting things done for your customers. ### Multimodal Interfaces Multi-modal interfaces support interactions through multiple channels, including text, voice, and visuals. By offering flexibility in communication, they enable customers to engage with conversational AI in the way they prefer. ## Conversational AI use cases [Customer Service ](/use-cases/customer-service) [Higher Education ](/use-cases/higher-education) [Chatbots ](/use-cases/chatbots) [Voice ](/use-cases/voice) [Financial services ](/use-cases/financial-services) [Healthcare ](/use-cases/healthcare) [Telecom ](/use-cases/telecom) [Government ](/use-cases/government) ## Automation in Conversational AI Automation can be a confusing term as it can refer to both a goal and a method of achieving a goal. For the purposes of this chapter, we’ll be referring to different types of automation possibilities that can help you reduce repetitive human effort to do things. Seen in this light, automation plays a pivotal role in enhancing the efficiency, scalability, and effectiveness of Conversational AI systems. By automating repetitive tasks, streamlining processes, and augmenting human capabilities, organisations can unlock new opportunities for innovation and growth. ### Task Automation Conversational AI systems can automate a wide range of tasks and processes, including customer service inquiries, appointment scheduling, order processing, and information retrieval. By deploying [chatbots](/topics/chatbots), virtual agents, and voice assistants, you can automate routine tasks, reduce manual effort, and improve operational efficiency. ### Contextual Automation Contextual automation involves leveraging contextual information, customer preferences, and historical data to automate personalized interactions and anticipate customer needs. By analysing customer behavior, transaction history, and previous interactions, conversational AI systems can deliver more relevant recommendations, responses, and offers tailored to individual customers. ### Workflow Automation Workflow automation enables you to automate complex business processes and workflows using Conversational AI. By integrating conversational interfaces with backend systems, databases, and third-party applications, you can streamline processes such as lead qualification, sales pipeline management, and customer onboarding, reducing manual effort and accelerating time-to-value. ### Self-Service Automation Conversational AI systems empower your customers (or employees) to self-serve and find solutions to their queries or issues independently. By providing access to knowledge bases, FAQs, troubleshooting guides, and interactive tutorials, you can empower customers to resolve common issues, access information, and complete tasks without requiring human intervention, enhancing customer satisfaction and reducing support costs. ## Analytics in Conversational AI This may come as a surprise, but your AI assistant is never done. Just like people, they can grow and become better, when given attention and a little bit of love. Analytics are an important part of making your chatbot or voice assistant better. With analytics in conversational AI, organizations can gain actionable insights, drive continuous improvement, and deliver exceptional customer experiences that drive adoption and ultimately improve your bottom line. Here are some things you should be focusing on: - **Interaction Analytics**: Interaction analytics involves analyzing customer interactions with conversational AI systems to gain insights into customer behavior, preferences, and satisfaction levels. By tracking metrics such as conversation length, engagement rates, and abandonment, you can identify areas for improvement and optimise conversational experiences. - **Performance Monitoring**: Performance monitoring involves tracking key performance indicators (KPIs) related to Conversational AI systems, such as response time, error rates, and task completion rates. By monitoring these metrics in real-time, you can identify performance bottlenecks, detect anomalies, and proactively address issues to ensure optimal system performance. - **Customer Feedback Analysis**: Customer feedback analysis involves collecting and analysing feedback from customers regarding their experiences with conversational AI systems. By soliciting feedback through surveys, ratings, or reviews, you can gain valuable insights into customer preferences, pain points, and areas for improvement, allowing you to iterate and refine their conversational experiences accordingly. - **Conversation Analytics**: Conversation analytics focuses on analysing the content and context of conversations between customers and Conversational AI systems. By extracting insights from conversation transcripts, you can identify frequently asked questions, popular topics, and emerging trends, enabling you to optimize content, design more effective responses, and anticipate customer needs. ## How CDI can help ) Hans van Dam Conversation Design Institute CEO 1:16 min  ## Conversational AI Platforms and Technologies Conversational AI platforms, sometimes referred to as frameworks, provide designers and developers with a structured set of tools for building, deploying, and managing conversational AI applications. If you want to learn more about different vendors, you might want to check out our page on [Platform Vendors](/topics/vendor-platforms). Platforms Cognigy Microsoft Copilot Studio OneReach Amazon Lex Anthropic Rasa Teneo.AI IBM Watson Assistant Kore AI Gemini Amelia Google Dialogflow ES and CX Boost Quiq ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational AI [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals)  ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### What is Conversational AI and how does it work? Conversational AI combines natural-language understanding (NLU), reasoning, and response generation to let machines hold real conversations. It powers [chatbots](/topics/chatbots), voice assistants, and digital agents. [Conversation designers](/topics/conversation-design) make sure those conversations are clear, natural, and aligned with user needs, turning AI into a partner instead of a machine. ### What is a Conversational AI chatbot? A Conversational AI [chatbot](/topics/chatbots) uses AI to understand intent, context, and tone so it can move beyond scripts and respond naturally. The [conversation designer](/topics/conversation-design) defines how it speaks and behaves, ensuring every interaction reflects empathy, clarity, and brand voice. ### What is a Conversational AI platform? It’s the environment where conversational systems are built, trained, and managed. Platforms like Dialogflow, Rasa, or Microsoft Azure provide the tools for dialogue design, testing, and integration. What makes success isn’t just the platform, it’s the [conversation design](/topics/conversation-design) behind it. ### What are Conversational AI tools? These are the applications used to design and train conversational systems, from intent-labeling tools to analytics dashboards. At CDI, we teach professionals how to use these tools responsibly, with human-centered conversation design guiding every decision. ### What are Conversational AI agents? They’re AI-powered entities that interact with users through conversation; chatbots, virtual assistants, or in-game characters. Conversation designers shape their tone, behavior, and purpose so they deliver real value and feel authentically human. ### How to create or build a Conversational AI agent or chatbot? Define its purpose, gather user data, and map out example dialogues. Then use a Conversational AI platform to build, train, and test. The conversation designer ensures the AI stays helpful, on-brand, and aligned with its goal. ### How to train Conversational AI? [Training](/topics/ai-training) involves giving AI examples of how people actually speak, labeling intents, and improving its responses through feedback. [Conversation designers](/courses/conversation-designer/) and [AI trainers](/courses/ai-trainer/) work together to make the system accurate, inclusive, and trustworthy. ### How to implement Conversational AI? Implementation means deploying the designed system into real channels; your website, app, or voice platform and integrating analytics, human handover, and continuous improvement loops. A solid [conversation design](/topics/conversation-design) foundation makes every deployment smoother. ### What does a Conversational AI designer do? A conversational AI designer (or [conversation designer](/courses/conversation-designer/)) creates the dialogue, tone, and structure that shape how AI systems communicate. They blend UX design, linguistics, and psychology to make technology more human, crafting experiences that are clear, empathetic, and effective. ### What is a Conversational AI engineer or developer? Engineers and developers turn conversation designs into working systems. They handle model training, integrations, and performance. Collaboration between [conversation design](/topics/conversation-design) and engineering ensures conversations work as beautifully as they sound. ### Which GPT is used in Conversational AI? Many systems now use large-language models like GPT-4 to generate natural, dynamic dialogue. But conversation design determines how those models behave, guiding tone, personality, and ethical boundaries. ### How can my business implement Conversational AI successfully? Start with one clear use case, define success metrics, and design the conversation before building. Test with real users and refine continuously. CDI offers frameworks and training that help teams launch faster and smarter. ### How can I learn to design Conversational AI? Through [CDI’s Academy](/topics/browse-library/). We teach professionals how to design, prototype, and train conversational systems, combining human empathy with AI technology to create meaningful, human-centered interactions. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational Interfaces: types, examples and advances" description: "What are conversational interfaces? Read all about the advances, types and challenges of conversational user interfaces design." url: "https://www.conversationdesigninstitute.com/topics/conversational-interfaces" lang: en --- [ Understanding AI ](/topics) # Conversational Interfaces A ‘Conversational Interface’ is any kind of device, surface or ‘modality’ that allows a person to interact with a computer. That interaction happens by using typically human methods of interaction: spoken language, written language, gestures or a combination of any of those. Here we will explore the definition further, look at some examples and touch on the challenges and advances that each interface brings. Watch video  ## Chapters [What are conversational interfaces? ](#929dbbe3-8f4c-443d-bc6a-34eacd26a319) [Designing conversational interfaces ](#5d308951-23c9-4452-8010-6927175fa2dc) [Types of conversational interfaces ](#c697e4c1-00dd-409f-aa3c-37360aa4c896) [What can chatbots be used for? ](#0d092dae-da14-408c-8bf0-98ab182aa4a0) [Chatbots and conversational interfaces ](#4bf6b4a8-f0ff-4daa-aea2-e5711b3fc8c5) [Conversational interfaces: advances and challenges ](#3bcfc6cb-9417-4106-94ea-c9fcc0085b72) [How can CDI help? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) ## What are conversational interfaces? A conversational interface can refer to both the method: voice vs text - or the type of thing you use to interact: phone vs website on laptop. This can make the definition a bit confusing. Finally, as mentioned above, interfaces are also referred to as ‘modalities’. Modality is the term most commonly used when interfaces offer combined ways of interaction: voice and text combined is called multimodal for example. Interfaces can come in all kinds of shapes, sizes, applications and functionalities. From a website [chatbot](/topics/chatbots), to a Bluetooth headset with built in voice assistant. Or a fluffy toy that can speak with children, or a refrigerator that its owner can talk with when out shopping to find out what they need to purchase. Finally, if you chat with Gemini, Claude or ChatGPT on your laptop, you too are using a conversational interface. ## Designing conversational interfaces Each interface comes with its own design challenges. Let’s have a look at the three main types: - **Text** In a text-based interface, you are designing it to work with typed natural language. Often this is further supported by other UI elements like buttons, lists, carousels, images and even video. - **Voice** Here you are designing an Agent that understands human language and also responds with audio. This is more complicated, as people can speak unclearly, or with strong accents for example. Likewise, getting an AI voice to sound natural has traditionally been challenging, although LLM technology is making that easier all the time. Remember when designing for voice that it takes a lot of extra effort to get conversations back on track when they go wrong. - **Multi modal (Voice and text)** This is slightly easier than strictly using Voice. Because people can look at the screen and use buttons, or read what was said and figure out what they need to do that way. - **Gestures** One can debate whether gestures should be considered ‘conversational’ - but for arguments sake let’s just say that designing for gesture interaction entails using a narrow scope (focussing on a few journeys) and trying to utilise gestures that are common for people to use. Think of Tombot - an AI powered labrador puppy that is a companion for seniors. ## Types of conversational interfaces Let’s start by looking at some examples of common conversational interfaces: ##  ### A corporate whatsapp chatbot This is a text based conversational interface, where an artificial intelligence chats with a brand’s customers.  ### An Agentic IVR system This is a voice based telephonic interface, that allows customers to speak to an artificial intelligence.  ### Multimodal tablet Agent For example Amazon’s Echo Show- allows someone to interact with both voice and text, and even gestures to talk with an artificial intelligence. ## What can chatbots be used for? As you can see, most people are familiar with these interfaces, and are quite comfortable using them. Let’s look at some less common examples: **Interactive tablet based Agent** in the lobby of a business for self service, for example checking in or out of a hotel, or collecting a rental car. **Robot waiter:** voice based robot waiter that takes your order in a restaurant and bring you your choices. Often a multi modal solution, featuring some kind of visual menu to support the voice interface. **App based central heating agent:** allowing you to interact with you home’s heating system whether you are at home or not. Usually text based. **Automotive in-car Agentic AI:** usually voice based, but more often multi modal. Allowing you hands-free operation of all kinds of tools and services in your car. ## Chatbots and conversational interfaces As mentioned above: text based conversational interfaces usually take the form of [chatbots](/topics/chatbots). Much maligned in the past, they are becoming more and more embraced as useful tools for customer service, communication and even as a marketing and sales tool. Text based interaction is very intuitive, and because the chatbot is visually available other UI elements can be used to power the conversation effectively. Think beyond buttons to video, images, carousels, interactive lists and so forth. [Chatbots](/topics/chatbots) can be found in different places: on a corporate website, in an app, in social media channels such as Instagram or Facebook, and in SMS or Whatsapp. In short, wherever people use text to communicate, there is a potential for creating an Agentic conversational interface. Just make sure that you follow the [CDI method](/courses/cdi-method/), add established design patterns and achieve best results in your text based Conversational Interface. ## Audio interfaces As mentioned above, audio interfaces present a sterner challenge in general than text based interfaces. However, the results can be very good. Think of a fully interactive telephone Agent, who can answer all manner of questions - including details on a person’s account for example. And, if it can’t help this agent can route to the most appropriate human service representative. That said: in this age of GenAI there is an added challenge: GenAI agents perform best if customers ask detailed and informative questions. However, many customers have grown used to barking single word instructions at IVR’s. This leads to an insufficient prompt for the GenAI to generate a useful response. So, it’s necessary to have a fallback for the Agent to acknowledge the customer's query and ask for more detailed information before generating a response. This can sometimes frustrate the customer. Finally, as said before: apply the design patterns, make sure your Voice assistant has a suitable and clear voice, ensure that it understands queries and focus on error handling! ## Conversational interfaces: advances and challenges In this age of GenAI the technology is helping us create more and more effective Conversational interfaces. Familiar challenges remain and it’s important not to be fooled by some of the promises that GenAI seems to make: while it’s true that it’s easier than ever to build something that looks like it’s almost ‘there’, it still takes a lot of design, testing and optimization to launch an Agent that is truly helpful and delightful for your customers or employees. Now that we’ve looked at the different kinds of Conversational Interfaces, we’d like to share a cautionary tale: with the rise of Agentic AI there have been a number of efforts to create gadgets that offer access to a GenAI Agent without much other functionality. And, although this may become a thing in the future, so far each of these initiatives has failed. - ‘Humane pin’: a GenAI pin that could project text on one’s hand. And could also be interacted with through voice and a limited range of gestures. Launched in 2024, failed in 2025. - Rabbit R1: a gadget similar to a smartphone, but without smartphone capabilities. Interestingly it featured a very analog scroll wheel. Launched in 2024, failed by 2025. - “Friend”: an Agentic social gadget, a GenAI powered ‘friend’ most resembling a geriatric alarm button. Launched in 2025, fizzled out by 2026. Each of these examples provide a cautionary tale about designing interfaces. The most important takeaway is that each of these products offered no conceivable improvement or functionality over existing smartphones or smart watches. However, we may expect certain design elements of each of these products to make some kind of return in the future. ## How can CDI help? CDI provides comprehensive training, live support, coaching, and consultancy services to empower businesses in developing Conversational AI solutions that adhere to best practices. Our experienced team guides you through every step of the process, ensuring your implementation is efficient, effective, and aligned with industry standards. [ Get business support ](/contact) ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational Interfaces [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals)  ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational UX: what it is and how to get it right" description: "Getting AI conversations right starts with how the conversation feels. Learn what Conversational UX is, with examples, and how to design it well." url: "https://www.conversationdesigninstitute.com/topics/conversational-ux" lang: en --- [ Understanding AI ](/topics) # Conversational UX Getting AI conversations right starts with how the conversation feels to the person having it. The Conversation Design Institute (CDI) sees Conversational UX not as a technical interface, but as a human-centric design discipline that bridges the gap between technology and natural human communication. We always say: we don’t teach humans to speak to computers, but computers to speak with humans. So, we define Conversational UX as: the deliberate design of interactions between humans and AI that follows the natural rules of human conversation to achieve a specific goal. It’s about using empathetic design to optimize the agency of the person. As for which design elements are included in Conversational UX, that depends on which Conversational Interface you are creating. Watch video  ## Chapters [What is conversational UX? ](#929dbbe3-8f4c-443d-bc6a-34eacd26a319) [Conversational UX examples ](#5d308951-23c9-4452-8010-6927175fa2dc) [How can CDI help? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) ## What is conversational UX? For us, how successful the "UX" of conversational interfaces is, is determined in large part by effort or friction. If a person has to put considerable effort into a conversation with an AI Agent, the UX has failed. A successful conversational interaction should feel like a "cooperative" dialogue—following Paul Grice’s Maxims: - Truthful - Relevant - Clear - Concise And, it’s not just the words. Visual elements, audio styles and even support for gestures can add to a total picture of conversational UX. Successful Conversational UX makes use of every aspect of the Conversational Interface that can help the customer get what they want with as little effort as possible. ## Conversational UX examples Conversational UX language elements will include Design Patterns like a good introduction, clear prompts, the application of turn taking and good error handling. Visual elements include the design of the chat widget itself, the use of an avatar and the use and design of buttons or carousels. Also, which font and font size, the shape and size of chat bubbles - if any - and the tempo in which text is presented. And more! All these design elements can contribute to a superior Conversational UX. When designing a Conversational UX, it’s important to familiarize yourself with the possibilities of the interface or platform you are using. For example, if you want to build a Whatsapp chatbot, make sure to investigate how Whatsapp presents buttons or interactive lists. From a corporate perspective it’s also important to adhere to existing guidelines and style conventions. The Conversational UX should feel like an extension of the brand experience rather than something alien to it. ### Conversational UX in Voice Specifically for voice based Agents, you will need to focus on audio elements like the voice prosody, cadence, speed and timbre. In other words: does the chosen Agentic voice resonate and help deliver good Conversational UX that matches the customers expectations of the brand? Designing a clear persona that matches the brand will help you make these design decisions with confidence. Finally, GenAI capabilities have further increased the scope of Conversational UX. For example the context memory of a GenAI powered agent is itself a powerful Conversational UX element. An Agent is much more capable if it can remember what subject it is talking about with a customer. After all, this allows the interaction to be more naturally conversational, leading to better Conversational UX. ## How can CDI help? CDI provides comprehensive training, live support, coaching, and consultancy services to empower businesses in developing Conversational AI solutions that adhere to best practices. Our experienced team guides you through every step of the process, ensuring your implementation is efficient, effective, and aligned with industry standards. [ Get business support ](/contact) ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational Interfaces [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals)  ### [Persona Development Module](https://learn.conversationdesigninstitute.com/course/persona-development) 6 videos Learn about how to create or refine your conversational AI persona. Learn how to create content to flesh out that personality and make your conversational AI even more engaging. [ Learn more ](https://learn.conversationdesigninstitute.com/course/persona-development)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Understanding Data Management & Security in Conversational AI" description: "Explore the critical aspects of data management and security in Conversational AI. Learn how to protect sensitive user data, assess risks and more." url: "https://www.conversationdesigninstitute.com/topics/data-and-security" lang: en --- [ Understanding AI ](/topics) # Data & Security In Conversational AI Helping customers best with Conversational AI involves using all kinds of data in many different ways. From analyzing conversations, to parsing data and using customer queries to train your model. Watch video  ## Chapters [The importance data & security ](#695550cf-e4de-463b-bc36-4c36f00c452f) [Types of data collected ](#06ba4e27-345e-4e37-984b-9a8ad5f0fffd) [Ensuring secure Conversational AI data ](#3f3e0379-9c8b-4dc2-b24f-cb72466eff01) [How CDI helps businesses grow ](#ae037265-f4ca-49e2-afa7-f98df39e7c1a) ## The importance of data management and security in Conversational AI Conversational AI is nothing without data. This means that data and security are paramount considerations in Conversational AI. At the least, your Conversational AI application will need to comply with legal requirements in your locale. But that may not be enough. So, let’s look into some of the key topics to take into consideration: - **Data privacy**: Ensuring responsible handling of user data, including transparency about data collection, usage, and storage. Adhering to regulations like GDPR and CCPA is crucial. - **Data security**: Implementing robust measures to protect user data from breaches and unauthorized access. This involves encryption, secure storage, and regular security assessment. - **Bias and fairness**: Mitigating biases in training data and models to prevent discriminatory or harmful outputs. This requires diverse and representative datasets and ongoing monitoring. - **Security risks**: Addressing vulnerabilities like injection attacks, data poisoning, and adversarial attacks. Regular security testing and updates are essential. - **Ethical considerations**: Navigating ethical dilemmas related to data usage, privacy, and potential misuse of AI. Developing ethical guidelines and responsible AI practices is crucial. By prioritizing these topics, developers and organizations can create Conversational AI systems that are secure, fair, and beneficial to users. Remember also to let your customers know what you are doing to keep their data safe. The significance of data management and security in Conversational AI cannot be overstated. Building secure applications that inspire trust is where design, management, and technology converge. The integrity and security of user data rely heavily on proper data architecture and management. Additionally, staff training plays a pivotal role in ensuring that employees grasp their responsibilities and understand the risks associated with exposing sensitive data. The urgency of implementing robust data management and security protocols is underscored by the findings of the [Cost of a Data Breach Report 2023](https://www.ibm.com/reports/data-breach) by IBM Security. According to the report, the global average cost of a data breach soared to USD 4.45 million in 2023, representing a substantial 15% increase over three years. In the United States alone, companies are spending an average of $9.48 million per breach. These staggering statistics highlight the critical necessity for businesses to establish stringent data management and security measures within their Conversational AI systems. Without adequate safeguards in place, businesses not only face financial repercussions but also risk enduring irreparable damage to their reputation and eroding customer trust. ## Types of data collected by Conversational AI applications Conversational AI applications collect a diverse array of data to enhance interactions and tailor experiences, encompassing: - Personally identifiable information (Pii Data) - Employee information - Credit/debit card and bank information - Medical symptoms, conditions, and history - Passwords and passcodes While this data undergoes processing within [chatbots](/topics/chatbots) and call centers, it's typically encrypted for heightened security. For example, banking details are encrypted to prevent unauthorized access. Encryption, coupled with robust security measures, plays a pivotal role in risk reduction. By encrypting and masking data, organizations significantly minimize potential risks. However, to fortify data management strategies, effective processes and comprehensive training are imperative, further mitigating the risk of data breaches. It's vital to acknowledge that vulnerabilities exist in all systems, including [Conversational AI](/topics/conversational-ai) applications. Human error often contributes to these vulnerabilities, alongside technological weaknesses. Thus, comprehensive data management entails addressing various facets, such as data collection, retention, and storage. Especially when deploying newer technology, powered by large language models, which may pose new vulnerabilities. Proactively addressing these vulnerabilities is crucial for upholding the security and integrity of Conversational AI systems. ## Ensuring secure Conversational AI data Here’s an overview of the most important mitigation strategies: - **Assessing risk and vulnerability**: Conducting a thorough security audit for each project and channel is paramount to comprehend associated risks and devise mitigation strategies. Notably, disparities exist between channels owned by your organization and third-party platforms like WhatsApp. Additionally, the encryption status of channels significantly influences security protocols. - **Securing communication and storage**: Large enterprises, operating across multiple locations and serving millions of customers, grapple with intricate data management challenges. Questions regarding data access, usage, storage duration, and location necessitate careful consideration. For instance, if a business process outsourcing (BPO) firm is enlisted to enhance a chatbot's capabilities, determining whether granting access to back-end systems is prudent becomes imperative. CDI offers expertise in navigating such complexities. - **Limiting data collection and access**: Implementing robust security measures involves delineating parameters for data collection and access. Defining the types and quantities of data accessible, along with specifying authorized users, is crucial for minimizing risks associated with data exposure. - **Data anonymization and redaction**: Preserving user privacy and adhering to data protection regulations necessitate employing techniques for anonymizing and redacting sensitive data. Developers must employ methodologies that anonymize data effectively while retaining its utility for chatbot training and analytics purposes. - **Industry and country-specific compliance**: Compliance with industry-specific regulations and country-specific laws is imperative for organizations, particularly those operating globally. Examples include the General Data Protection Regulation (GDPR) in the European Union, Brazil's General Data Protection Law, China's Personal Information Protection Law (PIPL), the California Consumer Privacy Act (CCPA), and Australia's Privacy Act 1988\. Understanding these regulations is vital, as non-compliance can have significant implications for [chatbots](/topics/chatbots), [IVR](/topics/ivr) systems, or voice assistants. - **Trust and transparency**: Building trust with stakeholders hinges on transparent communication of data and security policies. Highlighting consent mechanisms, storage practices, and data usage aligns with data protection legislation. Establishing clear protocols for managing data fosters trust among stakeholders and users alike. - **Selecting the right partners**: When engaging vendors for chatbot development or deployment, evaluating their security practices and data handling procedures is indispensable. Partnering with vendors aligned with stringent security standards is essential to safeguarding Conversational AI data effectively. ## How CDI helps businesses grow with IVR solutions ### Training and support As a globally recognised [Conversational AI](/topics/conversational-ai) company, we’ve helped brands to deliver Conversational AI systems that deliver great service to their audience whilst improving their bottom line. If you’d like help understanding how you can find the best [IVR](/topics/ivr) system for your business case, don’t hesitate to get in touch. ) Hans van Dam Conversation Design Institute Founder 1:16 min  ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Data & Security in Conversational AI [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Conversational Engineer](https://learn.conversationdesigninstitute.com/course/conversational-engineer) 11 videos The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversational-engineer)  ### [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) 59 videos 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 keep improving? [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve)  ### [Ethics](https://learn.conversationdesigninstitute.com/course/ethics) 21 videos Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmful outcomes, and implement Fairness, Accountability, Sustainability, and Transparency (FAST) principles to create ethical, responsible AI experiences. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ethics) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "What are Generative AI and LLMs (Large Language Models)?" description: "Learn and understand what Generative AI and LLMs (Large Language Models) are, and explore their capabilities, applications, and benefits." url: "https://www.conversationdesigninstitute.com/topics/generative-ai-and-llm" lang: en --- [ Understanding AI ](/topics) # Generative AI & LLMs Generative AI and specifically large language models (LLMs) are changing the field of conversational AI. Discover how they work and what they can do for organizations around the globe. Watch video  ## Chapters [What are Generative AI and LLMs? ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) [How Generative AI works ](#a83d0f95-a69c-4e28-936f-594c9233f416) [What Generative AI does ](#695550cf-e4de-463b-bc36-4c36f00c452f) [Examples of Generative AI applications ](#d3a0bae8-7e4e-426d-934a-c049b095d1b4) [Generative AI vs. Conversational AI ](#ae037265-f4ca-49e2-afa7-f98df39e7c1a) [How LLMs work ](#8800fa30-9ee0-4557-afb7-0bf576e90dd3) [What can LLMs do? ](#6cb495a1-c5c7-46e6-9b50-47408553ef04) [Examples of LLM applications ](#c4eea1c8-2802-437b-8d6a-f89144ae1e8e) [Why should businesses use Generative AI? ](#08135cd6-3d29-4616-a4e5-b60cccdb7484) [Ethical considerations ](#943e827f-ced2-4668-9c36-93f18eac5b53) [Get the most from generative AI ](#a7173a4e-8bb8-443b-923e-b47b32c6ad51) [CDI's role in advancing generative AI adoption ](#7884713a-ab91-4d9c-a731-ff98177d2c4d) [How CDI can help ](#404e2b44-86c4-4ef4-91ff-17a4db926af3) ## What are Generative AI and LLMs? Generative AI, often referred to as genAI, describes any software that can intelligently generate text, images, audio, and video. As a rule, Generative AI’s are powered by large language models (LLMs). Whereas other AI systems only predict/declare to which pre-defined category a given piece of content applies, LLMs can respond more fluidly. In fact, the newest models even display some level of reasoning ability. With LLMs, organizations can speed up innovation and improve the quality of the conversations they have with their customers and employees. This offers huge opportunities and potential challenges. It requires businesses to carefully consider the balance between flexibility and control. Large language models are algorithms trained on massive datasets of human language. This extensive training allows them to grasp some intricacies of human communication. They can hold conversations, answer questions, and even generate creative text, such as poems, code, scripts, musical pieces, emails, letters, etc. ## How Generative AI works Generative AI transforms the way humans interact with technology. It uses sophisticated machine learning algorithms to analyze extensive datasets of text, images, audio, and video. These algorithms discern patterns, semantics, and contextual nuances. This enables a LLM-powered agent to ‘understand’ incoming human questions or requests, and predict what text, image, audio or video matches that request. And finally, to actually produce that output in real time. You will find an explanation of how LLM’s work in a more technical sense further below. ## What Generative AI does Generative AI exhibits versatility in performing various language-related tasks, including: - ### Answering questions Similar to a virtual assistant, Generative AI can respond to queries posed in natural language, offering relevant and coherent answers. - ### Generating text Generative AI is adept at crafting original text based on input, whether it's generating articles, composing music, or even writing code. - ### Translating languages With its linguistic prowess, Generative AI can translate text from one language to another, facilitating seamless communication across diverse linguistic landscapes. - ### Summarizing information Generative AI can distill extensive text into concise summaries, making complex information more accessible and comprehensible. - ### Assisting in research and education By analyzing data, creating content, and offering insights, generative AI supports researchers and educators, enhancing the efficiency and efficacy of their work. ## Examples of Generative AI applications Generative AI finds application in various domains, including: ### Customer support Generative AI [chatbots](/topics/chatbots), or AI agents, can deliver immediate assistance to customers, addressing inquiries, resolving issues, and reducing response times. It must be said that LLMs are often only but a piece of the puzzle. Hybrid solutions that incorporate several types of AI techniques are by far the most common approach to building successful and reliable customer-facing AI assistants. ### Content creation Generative AI enables the creation of diverse textual formats, such as articles, scripts, music, and more, fostering innovation and artistic expression. ### Research and education Generative AI can summarize complex information, translate languages, and generate educational content, augmenting learning experiences and accessibility. ## Generative AI vs. Conversational AI Although sometimes juxtaposed or framed as contrasting terms, they are not pitted against each other. You can’t pick one or the other. ‘Conversational AI’ refers to a wide set of techniques to automate conversations with humans. It’s an umbrella term for all technology that allows people to talk to computers in a natural, conversational manner. Meanwhile ‘Generative AI’ refers to a set of technologies that generate text, images, audio and/or video. As such, Generative AI is actually just the latest set of tools to be used in [Conversational AI](/topics/conversational-ai), offering you the possibility to tailor responses to individual requests by customers. In some cases, it’s more cost-efficient to rely on older techniques, such as declarative AI like intent-classification, entity extraction, or even keyword matching. We typically advise businesses to take a hybrid approach to [conversational AI](/topics/conversational-ai); using generative AI where it really makes a difference, and relying on more robust techniques elsewhere to ensure reliability and control. ## How LLMs work LLMs are a significant step forward in the evolution of human-computer interaction. They are paving the way for more natural, intuitive and engaging interactions between humans and machines. They are the foundation of the current crop of Generative AI’s. LLMs employ a combination of machine learning techniques to intelligently predict/determine the next word. However unlike previous attempts at predicting the best next word, LLMs can consider much more context and allow themselves to vary in their choices, leading to longer and (arguably) more creative, intelligent and tailored responses to each individual input. ## What can LLMs do? LLMs can power a Generative AI, and thus can perform a wide range of tasks involving language, such as: - ### Answering questions and assuming a role They can answer questions posed in natural language, assuming the role of a virtual assistant. - ### Generating text In general, LLMs are great at any type of text generation based on the input they receive – whether it's generating articles, creating training phrases, or writing code. - ### Translating languages They can translate text from one language to another with enormous flexibility. - ### Summarizing information LLMs can condense large amounts of text into shorter summaries, making complex information more digestible. - ### Assisting in research and education They can assist researchers and educators by analyzing data, generating content, and providing insights. ## Examples of LLM applications  ### Customer support LLM-powered AI assistants can provide immediate assistance to customers, answering questions, resolving issues and reducing wait times.  ### Live Agent Assist AI assistants can help out human agents, for instance by suggesting next best responses when talking to customers, or by finding relevant knowledge base articles  ### CAI team content producer LLMs can help CAI teams by generating a first draft of all types of content: dialogue design, intent training phrases, entities, etc.  ### Research assistant LLMs can help organize relevant information for employees regardless of their department and role. ## CAI, GenAI & LLM Ven Diagram banner  ## Why should businesses use Generative AI? ### Benefits By using AI models that can generate text, businesses can speed up the deployment of AI assistants, automate a larger percentage of customer queries and make human agents more efficient and fast in handling the remaining and often more complex queries. They can also improve the quality of both automated and human-led conversations. ### Risks Because of their tailored responses and use of conversational techniques, LLMs typically sound confident when discussing a variety of topics. But they sometimes make incorrect statements, show bias or use inappropriate language. Therefore, using them to create first drafts of content that are then corrected by human experts is the safest way to use LLMs. If you let customers interface with the LLM directly, without human oversight or sufficient guardrails, you risk unsatisfactory user experiences, eroded brand reputation, and even exposing your businesses to legal and compliance issues. Grounding your generated responses in company knowledge, setting up a multi-step prompt pipeline with sufficient guardrails, and monitoring and robust evaluation are key in mitigating such risks. ### Combining declarative and generative AI When it comes to [conversational AI](/topics/conversational-ai), combining declarative AI and the free flowing generative AI are a match made in heaven. Declarative AI offers predefined rules and patterns, especially important in places where you need the answers to be exactly right, ensures consistency, accuracy and adherence to policies. Generative AI can be employed to handle more complex, informational queries or can be bootstrapped as a flexible layer on top of hard business logic, enabling a flexible yet reliable user experience. ## Ethical considerations As LLMs become increasingly sophisticated and integrated into our lives, it's crucial to consider the ethical implications of their use. These must be addressed to ensure the responsible development of these powerful AI tools. ### Human impact LLMs should complement and augment human capabilities, we should not intend to replace human intelligence. With a collaborative relationship between humans and machines, we can harness the power of AI to achieve remarkable things without losing control. ### Transparency Understanding how LLMs make decisions is essential for trust and accountability. Transparency involves making AI systems explainable and understandable to users, regulators, and stakeholders, enabling informed decision-making and scrutiny of algorithmic outcomes. ### Respect for intellectual property Unfortunately, a fair amount of LLMs currently available have been trained in part on the people’s Intellectual Property without compensation. This threatens their livelihood. It is still unclear whether and how this issue will be resolved in the near future. ### Workforce impact Training LLMs on your business outputs will likely change the dynamic in many departments; the gap between senior contributors and the rest might widen, making it near impossible for those with less experience to gain experience and further their career. ### Near-human experiences Generative AI makes it easier to fool your audience into thinking they are talking to a real human when they are engaging an AI assistant. Extra care needs to be taken to remind people that they are talking to a machine. Chatbot rule number 1: don’t pretend to be human. ### Bias and fairness LLMs have the potential to perpetuate biases present in the data they are trained on, leading to unfair outcomes. Ensuring fairness in AI requires mitigating biases and promoting diversity in data collection and model development. This is especially important when you incorporate generative AI in solutions that involve outsourcing decision-making. ### Data and security Protecting user data and ensuring cybersecurity are paramount for all organizations. Working with LLMs requires implementing robust [security](/topics/data-and-security) measures, policies, and prioritizing user consent and control over their data to mitigate risks of misuse and breaches. ## How business can get the most from generative AI A robust governance framework is key to successfully maintaining control over quality, user experience and compliance. ### Thorough testing and quality assurance Continuously test Generative AI-powered [chatbots](/topics/chatbots) to ensure they meet quality standards and comply with company policies. ### Human oversight and intervention Implement mechanisms for human oversight and intervention to review and approve generated text before it's served to users. ### Data privacy and security Employ robust data privacy and security measures to protect sensitive information handled by Generative AI models. ## CDI's role in advancing generative AI adoption At CDI, our comprehensive suite of services encompasses Training, Live Support, Coaching, and Consultancy, all aimed at assisting businesses in developing AI solutions that are human-centered, inclusive, and goal-oriented. ### Training Tailored programs equip teams with the knowledge and skills required for ethical AI development and user-centric design methodologies. ### Live Support Real-time assistance ensures smooth AI project development, addressing technical challenges, refining user experiences, and navigating ethical considerations. ### Coaching Personalized coaching sessions foster a culture of innovation and continuous improvement, embedding inclusive practices and prioritizing user needs. ### Consultancy Strategic consultancy services provide expert guidance on developing technically robust and human-centered AI solutions, tailored to business objectives and target audience. ## How CDI can help ) Hans van Dam Conversation Design Institute CEO 1:16 min  ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Generative AI & LLMs [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [Conversation Design Fundamentals Module](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals)  ### [Conversational Engineer](https://learn.conversationdesigninstitute.com/course/conversational-engineer) 11 videos The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversational-engineer)  ### [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) 59 videos 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 keep improving? [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve)  ### [Prompt Design](https://learn.conversationdesigninstitute.com/course/prompt-design) 34 videos Learn how ChatGPT can be used to maximise the performance of your chatbots and IVR systems and create delightful conversational experiences. The course can be applied with other LLMs and doesn't require technical skills. [ Learn more ](https://learn.conversationdesigninstitute.com/course/prompt-design) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### What is generative AI? Generative AI is a subset of artificial intelligence that creates new content like text, images, or conversations, based on what it’s learned from data. In [conversational AI](/topics/conversational-ai), it helps systems respond in a more natural, human-like way. Designers still play a key role in shaping those conversations to make them helpful, inclusive, and aligned with brand values. ### How does generative AI work? Generative AI learns patterns from large amounts of data and uses that knowledge to create new content like text, images, or conversations. It’s powered by models that predict what comes next in a sequence, which allows them to generate responses that sound natural and context-aware. ### What are large language models (LLMs)? Large Language Models are a type of generative AI trained on massive text datasets. They understand language, context, and meaning, which makes them the foundation for tools like ChatGPT. In [conversation design](/topics/conversation-design), LLMs help create dialogue that feels more human, while designers guide how that intelligence is used. ### What can generative AI actually do? Generative AI can write text, create visuals, compose music, generate code, and hold conversations. In conversational AI, it powers chatbots and assistants that can understand nuance and respond more naturally. Designers ensure that creativity stays purposeful, accurate, and aligned with user needs. ### How is generative AI used in conversation design? Generative AI helps designers prototype faster, generate dialogue variations, and explore tone and personality. It’s a creative partner but the human designer still shapes the structure, context, and intent behind every interaction to make conversations meaningful and on-brand. ### Can generative AI design conversations on its own? Not effectively. It can generate dialogue, but it doesn’t understand goals, users, or context the way humans do. [Conversation designers](/courses/conversation-designer/) provide that direction, defining purpose, tone, and flow so AI-generated dialogue becomes part of a coherent, well-designed experience. ### How does generative AI change the role of conversation designers? It doesn’t replace designers, it expands their toolkit. Designers now collaborate with AI to ideate, test, and refine faster. The human role shifts from writing every line to orchestrating strategy, ethics, and experience. In other words: AI generates, designers give it meaning. ### Is generative AI always accurate? No, generative AI can sound confident even when it’s wrong. That’s why human review is essential. Designers and developers validate responses, check facts, and fine-tune prompts or models to keep conversations trustworthy and consistent. ### How do we make sure generative AI is used responsibly? Responsible use starts with design. That means clear intent, transparency, and safeguards against bias or misinformation. At CDI, we teach teams how to design ethical, inclusive systems that build trust between humans and AI. ### What are the risks of using generative AI? Generative AI can produce inaccurate, biased, or sensitive content if not guided properly. There are also privacy and copyright concerns. Strong conversation design with human oversight and clear policies helps reduce those risks and keeps AI interactions safe and aligned with values. ### Do I need technical skills to work with generative AI? Not necessarily. You don’t have to code to design or collaborate with AI. What matters most are skills in language, empathy, and structure, the foundation of [conversation design](/topics/conversation-design). CDI teaches professionals how to use AI tools confidently without needing a technical background. ### How can I start learning about generative AI and conversation design? Start by understanding how humans and AI communicate. [CDI’s Academy](/topics/browse-library/) offers courses that teach you how to design, prototype, and work with generative AI to create better conversational experiences. You’ll learn to use AI as a creative partner, not a replacement. ### What is the difference between generative AI and AI? AI is a broad field focused on analyzing data, automating tasks, and making decisions. Generative AI is a specific type of AI that can create, generating new text, images, or conversations. In conversation design, that means more flexible, creative systems, but they still need human designers to guide the tone, intent, and ethics. ### What is the difference between generative AI and agentic AI? Generative AI creates, it produces new content like text or conversations. Agentic AI acts, it can plan, decide, and take action toward goals. In conversational AI, generative models handle dialogue creation, while agentic systems could take real-world actions based on that dialogue. Designers help shape both so the AI stays transparent, safe, and user-centered. ### How is generative AI different from other AI? Generative AI (GenAI) doesn’t just process data, it produces new ideas, text, or conversations. For [conversational AI](/topics/conversational-ai), that means systems can move beyond scripts and create more dynamic, context-aware dialogue. Still, designers ensure that what’s generated truly serves the user experience. ### What is the difference between generative AI and ChatGPT? Generative AI is the technology, systems that can create new content, from text to images. ChatGPT is one example of that technology, built specifically to generate and understand text in conversation. Designers use tools like ChatGPT to prototype, train, and refine conversational experiences that feel more natural and human. ### Is Chat GPT an LLM? Yes, Chat GPT is an example of a large language model (LLM). Developed by OpenAI, it enables users to have interactive conversations. With advanced generative capabilities, Chat GPT provides contextual and relevant answers, fundamentally changing the way we interact with technology. ### Are LLMs actually AI? Yes, LLMs are a form of artificial intelligence. They use advanced machine learning techniques to understand and generate text. These models are trained on large datasets, enabling them to process and reproduce human language naturally. ### What are large language models in AI? Large language models, or LLMs, are powerful AI systems that use enormous amounts of text data for training. They utilize transformer architectures, consisting of encoder and decoder networks, and can implement their own attention mechanisms. This enables them to understand and generate grammar, context, and meaning. ### Is ChatGPT LLM or NLP? Yes, ChatGPT is both a Large Language Model (LLM) and a Natural Language Processing (NLP) model. It uses advanced deep learning techniques to generate and process human-like text. By training on massive datasets, ChatGPT is able to respond coherently and relevantly to your input. ### Does AI use large language models? Yes, artificial intelligence uses large language models (LLMs). These models are based on deep learning technology and are designed to process and understand large amounts of text. LLMs can generate natural language, making them crucial for applications like chatbots and [conversational design](/topics/conversation-design). ### What are the main 3 types of ML models? The three main types of machine learning models are: descriptive models, which provide insight into past events; predictive models, which estimate future outcomes; and prescriptive models, which automate business decisions based on data analysis. Each type has unique applications within conversation design and business processes. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Understanding Conversational IVR" description: "Learn about Conversational IVR solutions and explore the benefits, implementation strategies, and best practices with CDI." url: "https://www.conversationdesigninstitute.com/topics/higher-education" lang: en --- # Conversational AI for Higher Education Future-proof your university with conversational AI that enhances student experience and operational efficiency We offer a full-service journey from auditing and training to consulting and building student-facing and internal-facing conversational AI. Our education-first approach, combined with industry-grade best practices, helps higher education institutions deliver the 24/7, support today's students expect. [ Get Free CAI Maturity Assessment ](/coming-soon) [ ENTERPRISE TRAINING ](/conversational-ai-for-business/team-training-and-certification)                   ## Chapters [The Challenge Universities Face Today ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) [Our Solutions for Higher Education ](#a83d0f95-a69c-4e28-936f-594c9233f416) [Call flow ](#06ba4e27-345e-4e37-984b-9a8ad5f0fffd) [DTMF vs. speech recognition ](#d3a0bae8-7e4e-426d-934a-c049b095d1b4) [What are the benefits of IVR? ](#37e3b256-bab7-4b54-ab11-1f8e0f28c68c) [What metrics measure IVR systems? ](#3f3e0379-9c8b-4dc2-b24f-cb72466eff01) [What can IVR be used for? ](#be3b61b7-d51f-4387-a47f-34870a190ddf) [Implementing an IVR, where to start ](#bb3322c8-cf59-48cb-b016-b7822f70cb9d) [How IVR works ](#695550cf-e4de-463b-bc36-4c36f00c452f) [How CDI helps businesses grow ](#ae037265-f4ca-49e2-afa7-f98df39e7c1a) ## The Challenge Universities Face Today Students expect immediate, seamless service across every part of their university experience. At the same time, many universities face: - Growing administrative burdens and resource constraints - Rising service expectations within tight budgets - Need for 24/7 support - Mental health and wellbeing support accessibility - International student engagement challenges - Staff workload pressures **The solution:** Conversational AI offers a powerful way to meet these challenges while preparing your institution for the future. ## Our Solutions for Higher Education ### Auditing Services **Turn insights into impact with our university-specific auditing approach** Our comprehensive analysis uses CDI's Standards Framework to assess your conversational AI readiness across mindset, culture, skillset, and systems. **What's Included:** - Free CAI Maturity Assessment: High-level review of your current digital engagement maturity, chatbot usage, and opportunities - In-Depth Technical Audit: Assessment of existing AI assistants, team capabilities, vision and roadmap with strategic improvement recommendations - [Security](/topics/data-and-security) and Compliance Review: Evaluation of security measures for sensitive student and staff data - Gap Analysis: Identification of automation opportunities and administrative workflow bottlenecks **Ideal for:** Universities seeking to assess their current state and unlock actionable improvements [ CONTACT SALES ](/coming-soon) ## Call flow [Conversational IVR](/topics/ivr) interactions follow a typical path, with the goal of either answering your query or routing you to an appropriate human agent. Imagine you call a company. A friendly voice greets you (pre-recorded audio). Automatic Speech Recognition (ASR) then kicks in, converting your spoken response into text. **Natural Language Understanding (NLU)** then analyzes the text to understand what you want. Did you say "billing" or "technical support"? Based on this (intent recognition or prompting), the system uses Dialog Management to choose the next step. If your request matches a pre-designed response, or the system has enough knowledge to generate a relevant answer, then it plays that as a **Text-to-Speech (TTS) prompt**. For more complex requests, the system might ask clarifying questions ("Can you tell me more about the technical issue?"). Throughout, the system might access a **Knowledge Base to answer FAQs** or retrieve relevant information. Finally, depending on your selection or the conversation's direction, the system might: - Route you to the appropriate department using Automatic Call Distribution (ACD). - Offer self-service options like account management through voice commands. - Connect you to a live agent for complex issues. This conversational flow offers a natural and efficient way to navigate the IVR system, getting you the help you need faster.. ## DTMF vs. speech recognition Speech recognition is a huge upgrade compared to traditional button press [IVR](/topics/ivr). Let’s look at how they are different. Traditional DTMF IVR relies on button presses for interaction. Imagine a robot voice saying "Press 1 for Sales, 2 for Support..." You respond by pressing the corresponding button on your phone's keypad. This is limited, inflexible, and offers a frustrating experience if you forget the options or your desired choice isn't listed. Speech recognition, conversational IVR ditches the buttons. You speak your request naturally, like "Connect me to sales." Advanced speech recognition technology understands your spoken words and translates them to text. The system then uses Natural Language Processing (NLP) to grasp the meaning behind your words and route you accordingly. This allows for a more natural conversation and handles a wider range of requests compared to the button-pressing days of DTMF IVR. ## What are the benefits of IVR? ### Improved customer experience - 24/7 availability: IVR systems operate round-the-clock, providing customers with support and information anytime they need it. - Quick resolutions: Automated responses and self-service options help customers resolve their issues quickly without waiting for a human agent. ### Cost efficiency - Reduced operational costs: Automating routine inquiries reduces the need for a large customer support team, saving on labor costs. - Scalability: IVR systems can handle a high volume of calls simultaneously without additional costs, unlike human agents. ### Increased efficiency - Call routing: Efficiently directs callers to the appropriate department or agent, minimizing transfer times and improving first-call resolution rates. - Handling peak times: Manages high call volumes during peak times effectively, reducing wait times and customer frustration. ### Enhanced data collection - Customer insights: IVR systems can collect and record customer interactions, providing valuable data for improving services and products. - Personalization data collected can be used to personalize future interactions, enhancing customer satisfaction. ### Consistency and accuracy - Standardized responses: Ensures consistent and accurate information is provided to all customers, reducing the risk of human error. - Compliance: Helps in maintaining compliance with regulatory requirements by ensuring that all interactions follow predefined scripts and protocols. ### Flexibility and customization - Customizable menus: IVR systems can be tailored to fit the specific needs of a business, offering customized options and messages. - Integration with other systems: Can be integrated with CRM, ERP, and other business systems for seamless operations and data flow. ### Enhanced productivity - Free up human agents: By handling routine tasks, IVR systems allow human agents to focus on more complex and high-value interactions. - Efficient workflows: Streamlines workflows by automating repetitive tasks, leading to increased overall productivity. ### Improved business continuity - Uninterrupted service: IVR systems can continue to provide service during power outages, natural disasters, or other disruptions, ensuring business continuity. ### Scalable solutions - Adaptability: Easily scalable to accommodate the growing needs of a business without significant additional investment. - Future-proof: Can be updated with new features and integrations as technology evolves, ensuring long-term utility. ### Enhanced security - Secure data handling: IVR systems can be designed to handle sensitive information securely, complying with data protection regulations. - Authentication and verification: Can include features for secure customer authentication and verification, enhancing the [security](/topics/data-and-security) of transactions and interactions. ## What metrics measure IVR systems? Interactive Voice Response (IVR) systems are a crucial part of customer experience and contact center operations. To achieve great outcomes, it’s vital to measure performance. The metrics used are by and large the same as for any Conversational AI agent: - System stability metrics, such as uptime and latency - Question recognition metrics, such as true positive rate - Customer experience metrics, such as customer satisfaction % - Containment metrics, such as First Call Resolution - Activation metrics, such as signup % Which ones are most relevant for your business depend on your goals with the [IVR](/topics/ivr). However, it can’t be stressed enough that - whatever else - the key metrics are those that measure how well and how fast the IVR system can recognise customer queries correctly! ## What can IVR be used for? ### Customer service Conversational IVR systems are often used in customers service for all manner of high traffic queries and requests, for example in retail business: - Order status inquiries - Returns - Warranty claims - What’s in stock inquiries - Reservations/cancellations In most cases, high traffic calls can be resolved right away, or the call can be used for information gathering leading to more efficient handover to a human agent (or ticketing system). ### Banking and finance In banking and finance, advances in user identification mean that customers can make inquiries about: - What’s my balance - Making transfers - Opening, closing altering accounts - Reporting fraud or fishing Many more use cases are on the board, once again more complicated inquiries can be handed off to human agents. ### Healthcare Due to the sensitive nature of healthcare, conversational AI is mainly a useful tool for the practical side of healthcare customer interactions: - Appointment (re)scheduling - Patient information - Reminders - Insurance details - Prescription renewals - Reporting measurements and data points ## Implementing an IVR, where to start Implementing a [conversational IVR](/topics/ivr) involves several steps, starting with defining your business goals. During the implementation process it’s always good to keep those goals in sight. - ### Define needs Identify business goals and the customer issues you want to address. Analyze call data to understand common inquiries and areas for improvement. Define what your main value driver will be, for example reducing peak times, average caller wait times, percentage of calls automated, etc. - ### Choose a Conversational IVR platform Select a platform that fits your needs and budget. Consider factors like cost, scalability, integration capabilities, and ease of use. - ### Design the conversation flow Using the proven [CDI method](/courses/cdi-method/), map out the dialogue between callers and the system. Consider customer prompts, system responses, and potential decision points based on user input. - ### Train the system Prepare the system with relevant data like customer queries (and perhaps knowledge base entries). Train the NLU engine to understand your target audience's language patterns. - ### Testing and refinement Rigorously test the system for accuracy, naturalness, and call flow efficiency. Gather user feedback and use it to refine the system for optimal performance. Remember, successful implementation hinges on considering your business objectives. Align your IVR with the level of self-service you want to offer. Usually it’s a healthy ambition to ensure it complements, not replaces, your live agents. **Technology selection:** Choosing the right [Conversational IVR](/topics/ivr) technology and platform involves analyzing your business needs and aligning them with platform features. Here's a breakdown to help you select the best fit: ### Understand your use case - **Identify customer needs**: What issues do callers typically face? Can an IVR address them effectively? - **Self-service goals**: How much self-service functionality do you want to offer (e.g., FAQs, account management)? - **Agent workload**: Can an IVR reduce call volume and streamline routing, freeing agents for complex issues? ### Evaluate platform features - **Natural Language Processing (NLP) capabilities**: Assess the platform's accuracy in understanding natural speech and intent. - **Scalability and integrations**: Can the platform handle future growth and integrate with your existing CRM or knowledge base systems? - **Security and compliance**: Does the platform meet your [data security](/topics/data-and-security) and regulatory compliance requirements? - **Ease of use and administration**: Consider the platform's user-friendliness for building and managing conversation flows. ### Research and compare providers - **Industry reputation**: Look for providers with experience in your specific industry and a track record of success. - **Pricing models**: Compare pricing structures (subscription, per-minute) and ensure it aligns with your call volume. - **Free trials and demos**: Take advantage of trial periods and demos to test the platform's functionality and user interface. ### Additional tips - **Customization**: Consider the platform's ability to tailor the user experience (e.g., greetings, branding). - **Reporting and analytics**: Does the platform offer insights into call flow performance and user behavior? - **Customer support**: Ensure the provider offers adequate technical support and resources for ongoing assistance. By carefully analyzing your needs and evaluating platform features, you can choose the IVR technology and platform that empowers you to deliver an exceptional customer experience - and realize your business goals. **Integration with existing systems:** It can add great value to make your IVR more transactional and/or allow it to have more context. Integrating a [conversational IVR (Interactive Voice Response)](/topics/ivr) with CRM, databases, and other systems involves creating a communication hub. Here's a simplified approach: - **Choose your tools**: Pick a Conversational IVR platform that offers API (Application Programming Interface) access. Many CRMs and databases also offer APIs. - **Map the conversation flow**: Design the questions and responses your IVR will use. Identify where information needs to be retrieved from (CRM, database) and where updates might be needed (CRM). - **API Connections**: Developers will build connections between the IVR platform and your CRM/databases using APIs. This allows data exchange during conversations. Imagine the IVR acting like a waiter, taking your order (user request) and fetching information/updating systems (kitchen/databases) based on your needs. - **Security**: Ensure proper authentication and authorization protocols are in place when connecting systems. You don't want just anyone accessing sensitive data. Remember, this is a simplified explanation. It's best to consult with CDI for a successful integration. ## How IVR works Here are 5 key components that make Conversational IVR systems work: - ### Automatic Speech Recognition (ASR) This component converts the caller's spoken words into digital text, allowing the system to understand what's being said. - ### Natural Language Understanding (NLU) This AI technology analyzes the text from ASR to grasp the meaning and intent behind the caller's words. Essentially, it figures out what the caller wants. - ### Dialog Management This component manages the flow of the conversation. It uses the information from NLU to determine the next step, whether it's providing information, routing the caller to an agent, or asking clarifying questions. - ### Text-to-Speech (TTS) Once the system knows how to respond, TTS converts the chosen response back into natural-sounding speech for the caller. - ### Knowledge Base Integration Conversational IVR can access and utilize information from a company's knowledge base, allowing it to answer frequently asked questions or provide specific details directly. ## How CDI helps businesses grow with IVR solutions ### Training and support As a globally recognised [Conversational AI](/topics/conversational-ai) company, we’ve helped brands to deliver Conversational AI systems that deliver great service to their audience whilst improving their bottom line. If you’d like help understanding how you can find the best [IVR](/topics/ivr) system for your business case, don’t hesitate to get in touch. ) Hans van Dam Conversational Design Institute CEO 1:16 min  ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational IVR [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design)  ### [Conversational Engineer](https://learn.conversationdesigninstitute.com/course/conversational-engineer) 11 videos The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversational-engineer)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational IVR: what it is and how to get it right" description: "Getting AI conversations right starts before anyone speaks to a person. Learn what Conversational IVR is, how it works, and how to design it well." url: "https://www.conversationdesigninstitute.com/topics/ivr" lang: en --- [ Understanding AI ](/topics) # Conversational IVR Getting AI conversations right starts before anyone speaks to a person. Conversational IVR is the evolution, or even revolution of telephonic customer service. Forget button-pressing, and simply let customers tell your Conversational AI what they need and want. Watch video  ## Chapters [Understanding IVR ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) [The history of IVR ](#a83d0f95-a69c-4e28-936f-594c9233f416) [How IVR works ](#695550cf-e4de-463b-bc36-4c36f00c452f) [Call flow ](#06ba4e27-345e-4e37-984b-9a8ad5f0fffd) [DTMF vs. speech recognition ](#d3a0bae8-7e4e-426d-934a-c049b095d1b4) [What are the benefits of IVR? ](#37e3b256-bab7-4b54-ab11-1f8e0f28c68c) [What metrics measure IVR systems? ](#3f3e0379-9c8b-4dc2-b24f-cb72466eff01) [What can IVR be used for? ](#be3b61b7-d51f-4387-a47f-34870a190ddf) [Implementing an IVR, where to start ](#bb3322c8-cf59-48cb-b016-b7822f70cb9d) [How CDI helps businesses grow ](#ae037265-f4ca-49e2-afa7-f98df39e7c1a) ## Understanding IVR (Interactive Voice Response) Conversational Interactive Voice Response (IVR), is a telephonic customer service system powered by AI. Unlike traditional IVR with its button-pressing menus, Conversational IVR uses natural language processing (NLP) to understand a customer's spoken request. This allows customers to talk to a smart assistant on the phone. The IVR analyzes the customer's intent and responds either with relevant information or by routing them to the right human agent. This frees up agents for complex issues, shortens wait times and offers customers a more natural and efficient experience for simple inquiries. ## The history of IVR The roots of IVR go back to the early phone days, when operators manually connected calls using switchboards. In the 1960s, the first Touch-Tone telephones with buttons paved the way for Dual-Tone Multi-Frequency (DTMF) IVR. These early systems used recorded prompts with menus of options you selected by pressing buttons. Think "Press 1 for Sales, 2 for Support..." While efficient for basic routing, they lacked flexibility and offered a frustrating experience. The 1970s saw the rise of Voice Recognition (VR) IVR, where callers spoke their choices. However, VR technology was limited, often requiring specific keywords and struggling with accents or background noise. The late 20th century brought Menu-Driven IVR with more complex decision trees and pre-recorded responses. This offered some improvement, but it remained rigid and unable to handle nuanced requests. A big step forward was the rise of Natural Language Processing (NLP) in the early 21st century. Conversational IVR, powered by NLP, understands the meaning behind spoken sentences, not just keywords. This allows for more natural conversation with the system. The latest advancement comes with Large Language Models (LLMs). These AI models enable even more sophisticated interaction. LLM-powered Conversational IVR can hold more complex dialogues, understand context better, and adapt to different communication styles. This makes the future of IVR bright, promising a truly natural and efficient way for companies to interact with their customers.. ## How IVR works Here are 5 key components that make Conversational IVR systems work: - ### Automatic Speech Recognition (ASR) This component converts the caller's spoken words into digital text, allowing the system to understand what's being said. - ### Natural Language Understanding (NLU) This AI technology analyzes the text from ASR to grasp the meaning and intent behind the caller's words. Essentially, it figures out what the caller wants. - ### Dialog Management This component manages the flow of the conversation. It uses the information from NLU to determine the next step, whether it's providing information, routing the caller to an agent, or asking clarifying questions. - ### Text-to-Speech (TTS) Once the system knows how to respond, TTS converts the chosen response back into natural-sounding speech for the caller. - ### Knowledge Base Integration Conversational IVR can access and utilize information from a company's knowledge base, allowing it to answer frequently asked questions or provide specific details directly. ## Call flow Conversational IVR interactions follow a typical path, with the goal of either answering your query or routing you to an appropriate human agent. Imagine you call a company. A friendly voice greets you (pre-recorded audio). Automatic Speech Recognition (ASR) then kicks in, converting your spoken response into text. **Natural Language Understanding (NLU)** then analyzes the text to understand what you want. Did you say "billing" or "technical support"? Based on this (intent recognition or prompting), the system uses Dialog Management to choose the next step. If your request matches a pre-designed response, or the system has enough knowledge to generate a relevant answer, then it plays that as a **Text-to-Speech (TTS) prompt**. For more complex requests, the system might ask clarifying questions ("Can you tell me more about the technical issue?"). Throughout, the system might access a **Knowledge Base to answer FAQs** or retrieve relevant information. Finally, depending on your selection or the conversation's direction, the system might: - Route you to the appropriate department using Automatic Call Distribution (ACD). - Offer self-service options like account management through voice commands. - Connect you to a live agent for complex issues. This conversational flow offers a natural and efficient way to navigate the IVR system, getting you the help you need faster.. ## DTMF vs. speech recognition Speech recognition is a huge upgrade compared to traditional button press IVR. Let’s look at how they are different. Traditional DTMF IVR relies on button presses for interaction. Imagine a robot voice saying "Press 1 for Sales, 2 for Support..." You respond by pressing the corresponding button on your phone's keypad. This is limited, inflexible, and offers a frustrating experience if you forget the options or your desired choice isn't listed. Speech recognition, conversational IVR ditches the buttons. You speak your request naturally, like "Connect me to sales." Advanced speech recognition technology understands your spoken words and translates them to text. The system then uses Natural Language Processing (NLP) to grasp the meaning behind your words and route you accordingly. This allows for a more natural conversation and handles a wider range of requests compared to the button-pressing days of DTMF IVR. ## What are the benefits of IVR? ### Improved customer experience - 24/7 availability: IVR systems operate round-the-clock, providing customers with support and information anytime they need it. - Quick resolutions: Automated responses and self-service options help customers resolve their issues quickly without waiting for a human agent. ### Cost efficiency - Reduced operational costs: Automating routine inquiries reduces the need for a large customer support team, saving on labor costs. - Scalability: IVR systems can handle a high volume of calls simultaneously without additional costs, unlike human agents. ### Increased efficiency - Call routing: Efficiently directs callers to the appropriate department or agent, minimizing transfer times and improving first-call resolution rates. - Handling peak times: Manages high call volumes during peak times effectively, reducing wait times and customer frustration. ### Enhanced data collection - Customer insights: IVR systems can collect and record customer interactions, providing valuable data for improving services and products. - Personalization data collected can be used to personalize future interactions, enhancing customer satisfaction. ### Consistency and accuracy - Standardized responses: Ensures consistent and accurate information is provided to all customers, reducing the risk of human error. - Compliance: Helps in maintaining compliance with regulatory requirements by ensuring that all interactions follow predefined scripts and protocols. ### Flexibility and customization - Customizable menus: IVR systems can be tailored to fit the specific needs of a business, offering customized options and messages. - Integration with other systems: Can be integrated with CRM, ERP, and other business systems for seamless operations and data flow. ### Enhanced productivity - Free up human agents: By handling routine tasks, IVR systems allow human agents to focus on more complex and high-value interactions. - Efficient workflows: Streamlines workflows by automating repetitive tasks, leading to increased overall productivity. ### Improved business continuity - Uninterrupted service: IVR systems can continue to provide service during power outages, natural disasters, or other disruptions, ensuring business continuity. ### Scalable solutions - Adaptability: Easily scalable to accommodate the growing needs of a business without significant additional investment. - Future-proof: Can be updated with new features and integrations as technology evolves, ensuring long-term utility. ### Enhanced security - Secure data handling: IVR systems can be designed to handle sensitive information securely, complying with data protection regulations. - Authentication and verification: Can include features for secure customer authentication and verification, enhancing the [security](/topics/data-and-security) of transactions and interactions. ## What metrics measure IVR systems? Interactive Voice Response (IVR) systems are a crucial part of customer experience and contact center operations. To achieve great outcomes, it’s vital to measure performance. The metrics used are by and large the same as for any Conversational AI agent: - System stability metrics, such as uptime and latency - Question recognition metrics, such as true positive rate - Customer experience metrics, such as customer satisfaction % - Containment metrics, such as First Call Resolution - Activation metrics, such as signup % Which ones are most relevant for your business depend on your goals with the IVR. However, it can’t be stressed enough that - whatever else - the key metrics are those that measure how well and how fast the IVR system can recognise customer queries correctly! ## What can IVR be used for? ### Customer service Conversational IVR systems are often used in customers service for all manner of high traffic queries and requests, for example in retail business: - Order status inquiries - Returns - Warranty claims - What’s in stock inquiries - Reservations/cancellations In most cases, high traffic calls can be resolved right away, or the call can be used for information gathering leading to more efficient handover to a human agent (or ticketing system). ### Banking and finance In banking and finance, advances in user identification mean that customers can make inquiries about: - What’s my balance - Making transfers - Opening, closing altering accounts - Reporting fraud or fishing Many more use cases are on the board, once again more complicated inquiries can be handed off to human agents. ### Healthcare Due to the sensitive nature of healthcare, conversational AI is mainly a useful tool for the practical side of healthcare customer interactions: - Appointment (re)scheduling - Patient information - Reminders - Insurance details - Prescription renewals - Reporting measurements and data points ## Implementing an IVR, where to start Implementing a conversational IVR involves several steps, starting with defining your business goals. During the implementation process it’s always good to keep those goals in sight. - ### Define needs Identify business goals and the customer issues you want to address. Analyze call data to understand common inquiries and areas for improvement. Define what your main value driver will be, for example reducing peak times, average caller wait times, percentage of calls automated, etc. - ### Choose a Conversational IVR platform Select a platform that fits your needs and budget. Consider factors like cost, scalability, integration capabilities, and ease of use. - ### Design the conversation flow Using the proven [CDI method](/courses/cdi-method/), map out the dialogue between callers and the system. Consider customer prompts, system responses, and potential decision points based on user input. - ### Train the system Prepare the system with relevant data like customer queries (and perhaps knowledge base entries). Train the NLU engine to understand your target audience's language patterns. - ### Testing and refinement Rigorously test the system for accuracy, naturalness, and call flow efficiency. Gather user feedback and use it to refine the system for optimal performance. Remember, successful implementation hinges on considering your business objectives. Align your IVR with the level of self-service you want to offer. Usually it’s a healthy ambition to ensure it complements, not replaces, your live agents. **Technology selection:** Choosing the right Conversational IVR technology and platform involves analyzing your business needs and aligning them with platform features. Here's a breakdown to help you select the best fit: ### Understand your use case - **Identify customer needs**: What issues do callers typically face? Can an IVR address them effectively? - **Self-service goals**: How much self-service functionality do you want to offer (e.g., FAQs, account management)? - **Agent workload**: Can an IVR reduce call volume and streamline routing, freeing agents for complex issues? ### Evaluate platform features - **Natural Language Processing (NLP) capabilities**: Assess the platform's accuracy in understanding natural speech and intent. - **Scalability and integrations**: Can the platform handle future growth and integrate with your existing CRM or knowledge base systems? - **Security and compliance**: Does the platform meet your [data security](/topics/data-and-security) and regulatory compliance requirements? - **Ease of use and administration**: Consider the platform's user-friendliness for building and managing conversation flows. ### Research and compare providers - **Industry reputation**: Look for providers with experience in your specific industry and a track record of success. - **Pricing models**: Compare pricing structures (subscription, per-minute) and ensure it aligns with your call volume. - **Free trials and demos**: Take advantage of trial periods and demos to test the platform's functionality and user interface. ### Additional tips - **Customization**: Consider the platform's ability to tailor the user experience (e.g., greetings, branding). - **Reporting and analytics**: Does the platform offer insights into call flow performance and user behavior? - **Customer support**: Ensure the provider offers adequate technical support and resources for ongoing assistance. By carefully analyzing your needs and evaluating platform features, you can choose the IVR technology and platform that empowers you to deliver an exceptional customer experience - and realize your business goals. **Integration with existing systems:** It can add great value to make your IVR more transactional and/or allow it to have more context. Integrating a conversational IVR (Interactive Voice Response) with CRM, databases, and other systems involves creating a communication hub. Here's a simplified approach: - **Choose your tools**: Pick a Conversational IVR platform that offers API (Application Programming Interface) access. Many CRMs and databases also offer APIs. - **Map the conversation flow**: Design the questions and responses your IVR will use. Identify where information needs to be retrieved from (CRM, database) and where updates might be needed (CRM). - **API Connections**: Developers will build connections between the IVR platform and your CRM/databases using APIs. This allows data exchange during conversations. Imagine the IVR acting like a waiter, taking your order (user request) and fetching information/updating systems (kitchen/databases) based on your needs. - **Security**: Ensure proper authentication and authorization protocols are in place when connecting systems. You don't want just anyone accessing sensitive data. Remember, this is a simplified explanation. It's best to consult with CDI for a successful integration. ## How CDI helps businesses grow with IVR solutions ### Training and support As a globally recognised Conversational AI company, we’ve helped brands to deliver Conversational AI systems that deliver great service to their audience whilst improving their bottom line. If you’d like help understanding how you can find the best IVR system for your business case, don’t hesitate to get in touch. ) Hans van Dam Conversational Design Institute CEO 1:16 min  ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational IVR [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design)  ### [Conversational Engineer](https://learn.conversationdesigninstitute.com/course/conversational-engineer) 11 videos The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversational-engineer)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### What does IVR stand for? IVR stands for Interactive Voice Response. It’s a phone-based system that uses voice and/or keypad input to let callers interact with menus, self-service tasks or route to human agents. ### What are IVR systems and how do they work? An IVR system receives calls, presents a menu or listens for voice input, then either provides information, automates a task, or routes the caller appropriately. In conversational IVR, natural-language speech recognition replaces rigid button-press menus. ### What are IVR menus and prompts? Menus are the structure of options callers hear; prompts are the voice messages that guide them (“Press 1 for…”, or in conversational IVR: “How may I help you today?”). Well-designed prompts improve user experience and reduce caller frustration. ### What are IVR services and applications? IVR services refer to the self-service tasks the system supports (balance checks, order status, appointment scheduling) while applications mean the use-cases across industries (banking, telecoms, healthcare). Conversational IVR enables more flexible applications beyond simple menus. ### How much does IVR cost and what factors influence the cost? Cost depends on platform/technology, call volume, number of languages, integrations (CRM, back-end systems) and speech vs keypad interaction. Choosing a conversational IVR adds cost for ASR/NLU components, so business goals and KPI-targets matter before investment. ### Why is IVR important for customer service and operations? IVR is important because it handles high volumes of calls, routes effectively, automates simple tasks and frees agents for complex work. When well-designed, it improves customer experience and operational efficiency. ### What are common pitfalls when implementing IVR systems? Pitfalls include over-reliance on button-menus, poorly designed voice flows, lack of natural-language support, ignoring caller context, missing continuous improvement. Conversational IVR projects must focus on design, user testing and analytics to succeed. Inherited an IVR with these problems? See how we help [fix something that isn't working](/conversational-ai-for-business/fix). ### How does conversational IVR differ from traditional IVR? Traditional IVR uses button-press (DTMF) menus and often rigid flows. Conversational IVR uses speech recognition and NLU to understand natural caller input and respond contextually. That shift allows for more intuitive interactions and greater self-service. ### How do you measure success of an IVR system? Success is measured by metrics like containment rate (call resolved without agent), average handle time, first-call resolution, user satisfaction, time to answer and call deflection. Conversational IVR also measures accuracy of intent detection and caller experience. Not sure how yours measures up? [Find out where you stand](/conversational-ai-for-business/where-you-stand). ### How does conversation design improve IVR systems? Conversation design shapes how your IVR listens, speaks, and responds. By following clear design patterns, using natural prompts, and testing with real users, conversation designers create IVRs that are clear, efficient, and respectful. ### How do you implement best practices in IVR design? Start with a structured workflow, strategy, design, build, and optimise. Use real caller data, keep prompts concise, test frequently, and always offer a clear path to a human agent. At CDI, we teach teams how to embed these principles through training and practical tools. ### What makes a good IVR prompt? Good prompts are short, conversational, and polite. They help users make quick decisions without frustration. Avoid long menus or technical language. Test your prompts often, even small changes can improve completion rates. ### How can AI improve IVR systems? AI makes IVR systems smarter by recognising intent, learning from conversations, and providing contextual answers. It allows for personalised experiences and smoother handovers to agents. But AI only works well when combined with good design and governance, both core parts of CDI’s approach. ### What industries benefit most from conversational IVR? Conversational IVR adds value anywhere customers interact by phone, banking, insurance, retail, healthcare, travel, and utilities. CDI works with teams across these sectors to design consistent, scalable voice experiences. ### How can teams develop skills to build better IVR systems? By learning structured conversation design, prompt writing, and data-driven improvement. CDI offers training, certifications, and workshops that teach professionals how to design, test, and manage conversational IVR systems effectively. Building the skillset across a team? See how we [build the team's capability](/conversational-ai-for-business/team-capability). ### What’s the difference between IVR and voice assistants? IVR handles phone-based interactions, while [voice assistants](/topics/voice-assistants) (like Alexa or Google Assistant) live on smart devices. The design principles are similar. Both require clear prompts, strong conversational design, and a consistent brand voice. ### How do you make IVR more human? By designing with empathy. That means using friendly tone, anticipating user intent, handling errors gracefully, and never trapping people in loops. Conversational IVR uses NLU and human-centered design to make every interaction smoother and more natural. ### Is IVR technology still used? Yes, IVR technology is still widely used. It has evolved from simple tasks like gathering information to complex user interactions. Modern IVR systems improve the customer experience by operating more efficiently and offering opportunities for personalization and automation, making them a valuable tool for businesses. ### How to make an interactive voice response? To create an interactive voice response (IVR), start by identifying key customer needs. Design a clear menu with options and use simple language. Ensure intuitive navigation and test the IVR to ensure it's user-friendly. Don't forget to gather user feedback for improvements. ### How to call through IVR? To call through an IVR, dial the number provided and follow the instructions in the call menus. Use your keypad to make selections and request additional information if needed. Make sure you speak clearly and calmly so the system can understand you. ### What is the difference between VoIP and IVR? VoIP (voice over IP) involves sending voice communications over the internet, while IVR (interactive voice response) is a feature often used within VoIP systems. IVR automates caller interaction by presenting them with voice prompts and menu options, allowing them to quickly answer their questions without human intervention. ### What is an example of a conversational IVR? An example of a conversational IVR is when you call customer service and say, "I need help with my refund." The system understands this natural language and automatically offers relevant options, instead of making you navigate through a menu of numbers. This makes the experience more user-friendly and efficient. ### What is the difference between traditional IVR and conversational IVR? Traditional IVR systems are often rigid and impersonal, with long menus that can frustrate customers. Conversational IVR, on the other hand, uses natural language processing to create conversations that feel logical and human. This results in faster and more efficient interactions, focusing on the customer and better understanding their needs. ### What is speech recognition in IVR? Speech recognition in IVR makes it possible to understand and interpret human speech. This allows users to express their requests via voice commands, making interactive systems more efficient and user-friendly. It eliminates the need for manual input, significantly improving the user experience. ### What is IVR communication? IVR communication is any interaction between a caller and an automated phone system: the system speaks or plays prompts, and the caller responds by voice or keypad. In conversational IVR, this exchange follows natural language rather than fixed menus, making the communication faster and more human. ### What is IVR and how does it work? IVR, or interactive voice response, is a technology that allows users to obtain information, provide data, or make requests through a telephone interface. This is done through voice commands or menus, allowing visitors to efficiently accomplish their goals without having to speak to a representative. ### How does an IVR system work? An IVR system works by automating phone interactions. When you call, you receive spoken instructions or menu options. By making a choice using your voice or keypad, the system can prompt you to provide information or process requests, allowing you to quickly get the help you need without having to speak to an agent. ### How does IVR payment work? IVR payments, also known as pay-by-phone, use interactive voice recognition technology. Customers can easily make payments by following spoken instructions. These systems can also securely store credit card information for future payments, making the process even more convenient. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Crafting a Winning Conversational AI Strategy for Business Success" description: "Discover a comprehensive approach to Conversational AI strategy. Leverage expert insights and proven frameworks to achieve strategic business goals." url: "https://www.conversationdesigninstitute.com/topics/strategy" lang: en --- [ Understanding AI ](/topics) # Understanding Conversational AI Strategy More and more, businesses are turning to AI-powered solutions to transform customer interactions, streamline internal processes, and drive sustainable growth. At the heart of this transformation is Conversational AI, a key tool in delivering personalized, engaging, and efficient customer experiences at scale. However, implementing Conversational AI requires more than just deploying technology. To realize its full potential, organizations must develop a clear and well-aligned Conversational AI strategy that supports both their business objectives and the customer journey. Watch video  ## Chapters [Building a Conversational AI Strategy ](#695550cf-e4de-463b-bc36-4c36f00c452f) [Utilizing Data for Strategy Development ](#c100929c-1749-40de-9ba3-3f2b196ccd1b) [Developing Frameworks ](#ad8afdd3-5b88-4ed5-a667-b6972f337ec0) [Stakeholders in Conversational AI Strategy ](#f751da98-5bee-4406-b55e-668f1316c50b) [Measurement, Testing, and Optimization ](#0d092dae-da14-408c-8bf0-98ab182aa4a0) [CDI’s Expertise ](#6ddb7512-6e84-4fc7-b6b5-03b84b398f0b) ## Building a Conversational AI Strategy ### Define Clear Business Goals To maximize the impact of your [Conversational AI](/topics/conversational-ai) initiatives, you need to clearly define the goals you want to achieve. Whether it’s improving customer satisfaction, improving operational efficiency, or reducing costs, setting specific, measurable objectives ensures that your AI efforts align with the broader business strategy. In most situations, you want to improve a combination of these objectives. ### Select the Right Technology Different Conversational AI technologies offer distinct benefits depending on your use cases. Whether it's a declarative chatbot for specific, rule-based queries or a generative model for more open-ended, dynamic conversations, selecting the right tools is crucial for scaling your AI applications effectively. ### Understand the Role of Generative AI [Generative AI](/topics/generative-ai-and-llm) brings new capabilities to the table, allowing for more dynamic and context-aware conversations. When incorporated strategically, it complements traditional chatbots by handling more complex inquiries and generating human-like responses. Deciding where [generative AI](/topics/generative-ai-and-llm) fits into your broader strategy is key to long-term success. ### Assemble a Skilled Team A well-equipped team is essential for managing the complexity of [Conversational AI](/topics/conversational-ai) projects. Your team should include experts in natural language processing (NLP), large language models (LLM), machine learning, and [conversation design](/topics/conversation-design), ensuring that they have the technical and creative skills needed to deliver impactful solutions. ### Secure Stakeholder Alignment Success depends on gaining alignment across all key stakeholders, from executives to operational teams. Establishing a shared understanding of your AI objectives, securing necessary resources, and fostering collaboration across departments helps to ensure that your Conversational AI strategy is integrated into the wider business framework. ### Develop a Compelling Business Case A well-documented business case that outlines the financial and operational benefits of [Conversational AI](/topics/conversational-ai) can help secure buy-in from decision-makers. Demonstrate the potential return on investment (ROI) through improved customer experience, increased automation, and operational efficiencies. ## Utilizing Data for Strategy Development Data is at the core of a successful Conversational AI strategy. By analyzing various types of data, you can develop a comprehensive, data-driven strategy that addresses both business objectives and user needs. ### User Data - _Demographics_: Tailor AI interactions based on the demographic data of your users, ensuring relevance and engagement. - _Behavioral Insights_: Leverage interaction patterns and feedback to enhance conversational design, creating a more personalized experience. - _Sentiment Analysis_: Use feedback from surveys and sentiment analysis tools to continuously refine the user experience. ### Operational Data - _Call Logs & Transcripts_: Identify patterns in customer inquiries to pinpoint opportunities for automation. - _Website & App Analytics_: Analyze user interactions across digital channels to improve Conversational AI performance. - _Efficiency Metrics_: Track key performance indicators such as response time, resolution rate, and cost per interaction to evaluate success. ### Competitive Intelligence & Market Trends Stay ahead by analyzing industry trends and competitive benchmarks. Understanding how others are deploying Conversational AI can guide innovation and keep your business competitive. ## Frameworks for Developing a Conversational AI Strategy At CDI, we emphasize a **holistic, systematic approach** to Conversational AI through our **CDI Standards Framework**. This structured framework is designed to guide businesses in building, deploying, and scaling AI solutions that drive results across customer satisfaction, automation, and business alignment. ) Hans van Dam Conversation Design Institute CEO 1:16 min  ## Stakeholders in Conversational AI Strategy Creating a robust [Conversational AI](/topics/conversational-ai) strategy involves contributions from various stakeholders across the business. Here’s how each group plays a crucial role: - ### Business Leaders/Executives Focus on ROI, long-term business impact, and risk management. - ### CAI Team Managers Oversee team structure, technology selection, and stakeholder coordination. - ### Developers & Designers Implement best practices in AI design, NLP, and technology integration. - ### Contact center agents Ensure seamless integration of AI into the customer service workflow, enhancing user satisfaction. ## Measurement, Testing, and Optimization Defining and monitoring the right Key Performance Indicators (KPIs) is critical for ensuring the ongoing success of your Conversational AI applications. Continuously testing and refining your AI systems ensures they stay aligned with business objectives, adapt to user feedback, and maintain high-performance standards. ### Performance Monitoring Measure user engagement, satisfaction, and automation rates regularly. ### Optimization Use feedback and analytics to continuously improve the AI’s accuracy, efficiency, and user experience. ### Benchmarking Set ambitious but realistic targets for KPIs and review them quarterly to ensure sustained growth. ## CDI’s Expertise in Conversational AI Strategy Whether you're just beginning your Conversational AI journey or looking to optimize existing solutions, CDI offers tailored training, coaching, and consulting to guide you at every step. We help businesses build AI strategies that are not only technically sound but also customer-centric and future-proof. ### Find gaps in your current CAI application CDI offers full CAI assessment using the integral strategy model, during which, several key aspects are thoroughly examined to ensure alignment with organizational objectives and adherence to industry standards. [ Book an Assessment ](/contact) ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational AI Strategy [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow)  ### [AI Trainer Improve](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve) 59 videos 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 keep improving? [ Learn more ](https://learn.conversationdesigninstitute.com/course/ai-trainer-improve)  ### [Ethics](https://learn.conversationdesigninstitute.com/course/ethics) 21 videos Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmful outcomes, and implement Fairness, Accountability, Sustainability, and Transparency (FAST) principles to create ethical, responsible AI experiences. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ethics) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### How do you build an AI strategy? Start by linking AI to clear business goals and customer outcomes. Identify where AI adds value, then define the roadmap, governance, and success metrics. At CDI, we guide teams through this process using our [CDI Standards Framework](/conversational-ai-for-business/standards-framework), a practical foundation for turning strategy into action. ### What are the first steps to becoming AI-ready? Focus on data, people, and purpose. Build solid data foundations, create shared understanding, and train teams to work effectively with AI. CDI helps organisations assess readiness and plan next steps through our CDI Assessment. ### What are the key components of an AI strategy? A good AI strategy connects vision, data, technology, governance, and people. It includes clear goals, ethical guidelines, and a plan for capability building. CDI’s methodology brings these elements together into one practical, scalable approach. ### Who is responsible for AI strategy? Leadership defines direction, but success depends on collaboration across teams. Product, design, data, and operations each play a role. CDI helps organisations align these functions and create shared ownership through strategy workshops and training. ### Why does every organisation need an AI strategy? AI impacts every part of the business, from customer service to operations. Without a clear strategy, initiatives stay fragmented. CDI helps organisations create structure and alignment so they can innovate safely and scale what works. ### What are the key metrics for measuring conversational AI strategy success? Important metrics include customer satisfaction (CSAT), automation rate (percentage of queries handled without humans), average handling time, escalation rate, and cost-per-interaction. ### How do you design the user journey for conversational AI? Map how users currently interact, identify pain-points, then design flows that feel natural and helpful. The focus shifts from “bot response” to “user experience” from end-to-end. ### How do you measure the success of an AI strategy? Track both performance and adoption: efficiency, quality, customer experience, and employee engagement. CDI supports this through audits and maturity assessments that help you measure real impact over time. ### What are common mistakes when developing an AI strategy? Common pitfalls include unclear goals, poor data quality, poor content structuring, and ignoring change management. Many teams also skip user-centric design. CDI helps prevent these issues through structured assessments and frameworks that set the right foundations. ### How does conversation design fit into AI strategy? [Conversation design](/topics/conversation-design) ensures AI systems communicate naturally and deliver meaningful experiences. In the CDI Workflow, it’s a core pillar, connecting your strategy to real customer interactions. ### How do you scale conversational AI once you’ve launched a pilot? After the pilot, monitor performance (resolution rate, user satisfaction), identify bottlenecks, iterate flows, expand to additional channels and integrate more complex use-cases. It’s a continuous loop of improvement. ### How does AI change the role of strategy consultants or internal strategists? AI accelerates research and analysis, but people still bring creativity, leadership, and empathy. Strategy now includes guiding AI adoption responsibly, a skill CDI develops through advanced training and applied learning. ### What capabilities help organisations execute an AI strategy? Beyond technical know-how, teams need strong communication, ethical awareness, and design thinking. CDI builds these capabilities through tailored programs, certifications, and strategic enablement for enterprise teams. ### What use cases should I prioritise in a conversational AI strategy? Start with high-impact, high-volume tasks where you can show quick wins (for example: FAQs, order tracking, internal support queries). Then expand into more complex scenarios that drive business value. ### What technical and data readiness do you need before launching conversational AI? You need clean, well-structured data (e.g., chat transcripts, support logs), integration with existing systems (CRM, help-desk), and a platform that can scale. Without these, deployments often struggle. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI Technology" description: "Discover the core components, integration possibilities, and strategic insights to drive business success with Conversational AI Technology." url: "https://www.conversationdesigninstitute.com/topics/technology" lang: en --- [ Understanding AI ](/topics) # Conversational AI Technology It goes without saying that Conversational AI leverages technology. In fact, different technologies, platforms and applications can greatly influence how you achieve your goals with a Conversational agent. Watch video  ## Chapters [Types of Conversational AI tech ](#3f3e0379-9c8b-4dc2-b24f-cb72466eff01) [Other key technologies ](#06ba4e27-345e-4e37-984b-9a8ad5f0fffd) [Buy or build your own solution? ](#695550cf-e4de-463b-bc36-4c36f00c452f) [How CDI can help ](#37024ef3-de79-4b42-a269-a58f49580eff) ## Types of Conversational AI tech Conversational AI relies on different technologies to understand and respond to customer input. Which technologies to use, and how to leverage their strengths depends on your requirements and where you are in the maturity model. Let’s have a look at different types of AI assistants: - **Declarative AI**: AI Assistants use rule-based systems and machine-learning algorithms to interpret user queries. They typically follow predesigned conversational flows or dialogs, focusing on specific tasks and intents. While effective for structured conversations, they can struggle with complex or ambiguous queries. - **Generative AI**: AI assistants powered by large language models (LLMs) like GPT-4, leverage vast amounts of text data to generate human-like responses. They can interpret context, adapt to different conversation styles, and provide more comprehensive and informative responses. However, they can sometimes produce inaccurate or misleading information, especially when dealing with factual queries or sensitive topics. Also creating turn by turn conversations, where each turn is mission critical is a challenge. - **Hybrid assistants**: typically offer the best of both worlds: the flexibility of LLMs and the reliability of rule-based business logic. This often requires a rethinking of the [conversational AI](/topics/conversational-ai) solutions that you currently have in place and how you want to scale them going forward. Ultimately, every AI assistant is powered by different technologies, depending on the use cases, channels, and modalities that are supported. ## Other key technologies - **Speech recognition**: Converts spoken language into text for processing by the AI. - **Text-to-speech**: Synthesizes text into spoken language for output. - **Speech Synthesis Markup Language (SSML)**: allows for synthesized speech to be customized and for sound effects and similar to be added. - **Machine learning**: Trains models to recognize patterns and make predictions. - **Deep learning**: A subset of machine learning that uses neural networks to process complex data. By combining these technologies, and using proven [conversation design](/topics/conversation-design) techniques, [Conversational AI](/topics/conversational-ai) can provide increasingly sophisticated and engaging user experiences. ## Should you buy or build your own Conversational AI solution? Deciding whether to buy or build a [Conversational AI](/topics/conversational-ai) solution depends on various factors, including your organization's resources, technical expertise, and specific requirements. Buying a pre-built solution from established vendors can offer advantages like as faster implementation, robust features, and ongoing support. These solutions typically come with a range of functionalities, including natural language understanding, dialog management, and integration capabilities, allowing you to leverage the expertise and infrastructure of the vendor. On the other hand, building your own Conversational AI solution may provide greater flexibility and customization options tailored to your unique needs. This approach requires significant investment in terms of time, resources, and technical talent but offers full control over the development process and allows you to create a solution perfectly aligned with your business goals. Ultimately, the decision between buying and building depends on factors such as: - **Organizational resources** \- Evaluate internal expertise and capacity to develop Conversational AI solutions. - **Timeline and budget** \- Consider the time constraints and financial resources available for Conversational AI development. - **Technical requirements** \- Assess the specific needs and requirements of the Conversational AI solution. - **Integration with existing systems** \- Evaluate the ease of integrating Conversational AI with existing IT infrastructure. - **Future scalability** \- Assess the potential for future growth and expansion of [Conversational AI](/topics/conversational-ai) capabilities. ## How CDI can help ) Hans van Dam Conversation Design Institute CEO 1:16 min  ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational AI Technology [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [Conversational Engineer](https://learn.conversationdesigninstitute.com/course/conversational-engineer) 11 videos The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversational-engineer)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow)  ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals) 22 videos Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals)  ### [Ethics](https://learn.conversationdesigninstitute.com/course/ethics) 21 videos Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmful outcomes, and implement Fairness, Accountability, Sustainability, and Transparency (FAST) principles to create ethical, responsible AI experiences. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ethics) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI Platforms" description: "Discover various Conversational AI platforms including chat, voice, and omnichannel applications. Explore example platforms, use cases, and more" url: "https://www.conversationdesigninstitute.com/topics/vendor-platforms" lang: en --- [ Understanding AI ](/topics) # Conversational AI Platforms Getting AI conversations right starts with choosing the right platform; not an easy task. There are 300+ bot platforms on the market, each offering its own combination of features, capabilities and pricing models: NLU only, LLM only, and all manner of hybrids. Watch video  ## Chapters [Selecting the right platform ](#ba4bec83-6ae8-40f1-b33d-c3ffd69970fe) [Popular Conversational AI platforms ](#a7173a4e-8bb8-443b-923e-b47b32c6ad51) [How does your platform scale? ](#695550cf-e4de-463b-bc36-4c36f00c452f) [Generative AI vendors ](#6cb495a1-c5c7-46e6-9b50-47408553ef04) [How CDI can help ](#d09b30a3-8926-41d0-9161-9b5195b74670) ## Selecting the right Conversational AI platform When selecting a platform, businesses should consider the following criteria: - **Ease of use**: The platform should be intuitive and user-friendly, with a low learning curve for both technical and non-technical users. - **Customization and flexibility**: The platform should allow for customization of the chatbot's personality, tone, and responses to fit the brand's voice and specific use cases. - **Integration capabilities**: Ideally, the platform integrates with your existing systems, such as CRM, ERP, and other business applications. - **Scalability**: The platform should be able to handle increasing workloads and growing user bases without compromising performance. - **Security and privacy**: The platform should adhere to industry standards for data security and privacy, protecting sensitive customer information. - **Natural Language Processing (NLP) capabilities**: The platform should possess strong NLP capabilities to accurately understand and respond to user queries, even in complex or ambiguous situations. - **Analytics and insights**: The platform should provide detailed analytics and insights into user interactions, allowing businesses to measure the effectiveness of their chatbot and identify areas for improvement. - **Cost-effectiveness**: The platform should offer a competitive pricing model that aligns with the business's budget and scale of operations. - **Vendor support**: The vendor should provide reliable and responsive customer support to assist with any issues or questions that may arise. Every Conversational AI operation is unique. Your strategy, technology environment, and organizational resources will combine to leave you with a specific set of requirements and give a different weight to each of the criteria mentioned above. Picking the wrong chatbot platform is like starting with one hand tied behind your back. Instead, you want to find a platform that matches your requirements with the right balance of capabilities and features. ## Popular Conversational AI platforms Different Conversational AI platforms provide different tools for building, deploying, and managing Conversational AI applications. Some are more developer-oriented, while others are more design-focused. Here are some major platforms used in Conversational AI development: ### [Amazon Lex ](https://aws.amazon.com/lex/?nc2=type%5Fa) Amazon Lex is a scalable and flexible framework for building conversational interfaces powered by AWS. It provides built-in integration with Amazon Web Services, including AWS Lambda, Amazon S3, and Amazon DynamoDB, and offers support for advanced features such as automatic speech recognition (ASR) and natural language understanding (NLU). ### [Amelia](https://www.amelia.ai/) Amelia is a powerful AI platform for building virtual assistants that understand natural language. It uses advanced technology for smooth, multi-turn conversations. These 24/7 assistants, available in over 100 languages, can answer questions, guide users, and even automate tasks, leading to happier customers, more productive employees, and increased profits. ### [Boost](https://www.boost.ai) Boost.ai offers Conversational AI solutions for enterprises, focusing on chat and voice bots to automate customer service and enhance engagement. Their platform ensures scalable, secure, and consistent customer interactions across various channels, aiming to improve satisfaction and reduce costs. ### [Cognigy](https://www.cognigy.com) Founded in Germany, Cognigy is a platform for building enterprise-grade [chatbots](/topics/chatbots). It uses AI to understand user conversations and automates tasks like customer service or technical support. It has great usability for the teams building and maintaining the chatbot and is often chosen by European enterprises for seamless GDPR compliance. ### [Google Dialogflow ES and CX ](https://cloud.google.com/products/conversational-agents) Developed by Google, Dialogflow is a powerful platform for building conversational interfaces, including chatbots, voice assistants, and IVR systems. It offers natural language understanding (NLU) capabilities, pre-built integrations with messaging platforms, and rich analytics for monitoring performance. ### [IBM Watson Assistant ](https://www.ibm.com/products/watsonx-assistant) IBM Watson Assistant is a cognitive AI platform that enables developers to build and deploy conversational AI applications across multiple channels, including web, mobile, and messaging platforms. It offers pre-built integrations with IBM Cloud services, such as Watson Speech to Text and Watson Text to Speech, and supports multi-turn dialogue management and context retention. ### [Kore AI](https://www.kore.ai) Kore.ai is a low-code platform for businesses to create smart [chatbots](/topics/chatbots) and virtual assistants. It offers tools for design, training, and deployment, helping companies automate tasks and improve customer and employee experiences. ### [Microsoft Bot Framework](https://dev.botframework.com/ ) Microsoft Bot Framework is a comprehensive framework for building Conversational AI applications using Microsoft technologies. It supports multiple programming languages, including C#, JavaScript, and Python, and provides SDKs for integrating with Microsoft Azure services, such as Azure Bot Service and Azure Cognitive Services. ### [Microsoft Copilot Studio ](https://www.microsoft.com/en-us/microsoft-copilot/microsoft-copilot-studio) Formerly known as Power Virtual Agent, this bot building platform has been augmented with the power of OpenAI’s LLM capabilities, and is quickly becoming a platform of choice for corporations to build their Conversational AI channels such as chatbots and virtual assistants for customers and employees alike. ### [OneReach](https://www.onereach.ai) OneReach.ai provides a no-code/low-code platform for creating and deploying Conversational AI applications across various channels like text, voice, WhatsApp, email, and Slack. This platform enables businesses and researchers to automate interactions and tasks easily, enhancing user experiences and operational efficiency​. ### [Quiq](https://www.quiq.com) A cutting edge, tech forward company that is one of the first who have created an LLM powered RAG solution with extensive guard rails that is reliable enough for commercial, customer facing applications. Well worth a look - and because of their size, clients can expect more personalized service. ### [Rasa](https://www.rasa.com) Rasa is an open-source platform for building Conversational AI applications with a focus on natural language understanding (NLU) and dialogue management. It offers advanced features for handling complex conversations, managing context, and integrating with external systems, making it ideal for building custom chatbots and virtual assistants. Rasa is now also leveraging LLM power through products such as Rasa CALM. ### [Teneo](https://www.teneo.ai) Teneo.ai offers an AI-driven platform designed to enhance contact center performance by automating customer service interactions and improving conversational IVR systems. Teneo aims to boost AI efficiency quickly, integrating seamlessly to provide a proactive and personalized customer support experience. ### [Voiceflow](https://www.voiceflow.com) Voiceflow is a low/no-code platform that enables companies to build and deploy Conversational AI applications powered by large language models. The platform provides a visual drag-and-drop interface, pre-built components, and integrations to streamline the development of chatbots, voice assistants, and other conversational experiences. ## How does your platform scale? Here are a few things to keep in mind when you are building for scale: - **Scalability and growth**: Anticipate future growth and scalability requirements. Choose CAI platforms that can accommodate increased user volumes, expanded service offerings, and evolving customer needs without significant reconfiguration or performance issues. Scalable platforms should support additional channels, languages, and functionalities as your chatbot portfolio expands. - **Flexibility in deployment**: Evaluate whether the CAI platforms offer deployment options that fit your scalability goals. Are you looking to expand capabilities leveraging [LLMs](/topics/generative-ai-and-llm)? You might want to talk to your vendor to get an idea of their roadmap going forward. - **Future integration capabilities**: Plan for an integrated omnichannel approach by selecting CAI platforms that support cross-channel interactions and data synchronization. Look for platforms that enable centralized management of customer interactions across web, app, whatsapp, voice, email, and possibly even social media. ## Generative AI vendors Almost all of the bot platforms are integrating large language models (LLMs) into their offering to make sure you can augment your existing [chatbot](/topics/chatbots) or voice assistant with [Generative AI](/topics/generative-ai-and-llm) features. Leveraging [LLMs](/topics/generative-ai-and-llm) in a smart way is half the battle. What types of [Generative AI ](/topics/generative-ai-and-llm)vendors you can use AI models from may depend on the platform you are currently on. Some key vendors include: - OpenAI with their API and different GPT models - Anthropic offering Claude models and their Messages API - Cohere providing their Command models - Mistral AI with their commercial API offerings - Google's Vertex AI platform - IBM’s watsonx for enterprise AI - Azure’s OpenAI Services from Microsoft - AI21 Labs with their Jurassic models Each vendor has its own model offering. Different [LLMs](/topics/generative-ai-and-llm) compete in speed, cost per token, and relative intelligence. Some model providers provide specialized models optimized for specific tasks, while others focus more on generalized models and allow companies themselves to fine-tune their models if needed. ## How CDI can help Whatever getting AI conversations right means for you, there's a route: find out where you stand, fix what isn't working, build or evolve an experience, grow the team's capability, or get up to speed at your own pace. ) Hans van Dam Conversation Design Institute CEO 1:16 min  ## What do you want to do? [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Conversational AI Platforms [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [Ethics](https://learn.conversationdesigninstitute.com/course/ethics) 21 videos Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmful outcomes, and implement Fairness, Accountability, Sustainability, and Transparency (FAST) principles to create ethical, responsible AI experiences. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ethics)  ### [CXD for WhatsApp](https://learn.conversationdesigninstitute.com/course/cxd-for-whatsapp) 23 videos Leverage the power of WhatsApp Business to connect and communicate with people. Learn the principles unique to designing for WhatsApp’s interface, as well as the fundamentals of good conversation design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cxd-for-whatsapp)  ### [Ultimate AI](https://learn.conversationdesigninstitute.com/course/ultimate-ai) 6 videos Discover how Ultimate transforms conversational AI by building delightful conversational flows and differentiating your platform from the rest. Learn its origins, users, and what makes it stand out. Explore what’s next for Ultimate and the future of AI-driven conversations. [ Learn more ](https://learn.conversationdesigninstitute.com/course/ultimate-ai)  ### [Voiceflow](https://learn.conversationdesigninstitute.com/course/voiceflow) 16 videos Learn the core features of Voiceflow and how to design, prototype, and scale engaging voice, chat, and multi-modal assistants. This hands-on course follows the CDI workflow, giving you the tools to create conversational experiences that meet industry best practices. [ Learn more ](https://learn.conversationdesigninstitute.com/course/voiceflow) ## Training and Certification Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## FAQs ### Who has the best conversational AI? The best [conversational AI](/topics/conversational-ai) platforms depend on your specific needs and use cases. Consider factors like usability, integration options, and support. Popular platforms combine powerful technology with intuitive interfaces, making them accessible to both beginners and experienced users. Consider these insights to make the right choice for your projects. ### What are conversational AI platforms? [Conversational AI](/topics/conversational-ai) platforms are specialized software tools that facilitate the development, training, and deployment of [chatbots](/topics/chatbots), voicebots, and virtual agents. They enable organizations to create smart, interactive AI agents that conduct natural conversations. This enables the delivery of effective self-service solutions to users at scale. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Voice Assistants & Conversational IVR" description: "Discover the power of Voice Conversational AI assistants for your business. Gain insights and resources to harness the full potential of Conversational AI technology." url: "https://www.conversationdesigninstitute.com/topics/voice-assistants" lang: en --- [ Understanding AI ](/topics) # Voice Assistants While Conversational AI chatbots have revolutionised text-based conversations, voice assistants have long promised to redefine the way we engage with technology, offering an even more natural and intuitive experience. Watch video  ## Chapters [Understanding voice assistants ](#929dbbe3-8f4c-443d-bc6a-34eacd26a319) [Types of voice assistant ](#5d308951-23c9-4452-8010-6927175fa2dc) [How CDI can help ](#e98a3077-7f30-4e66-82af-eef18819462f) [Benefits of voice assistants? ](#c697e4c1-00dd-409f-aa3c-37360aa4c896) [What can voicebots be used for? ](#0d092dae-da14-408c-8bf0-98ab182aa4a0) ## Understanding voice assistants Conversational AI (CAI) voice assistants are software applications powered by AI designed to talk with people using spoken human language. In other words, it’s how to make AI speak. These voice assistants rely on great [conversation design ](/topics/conversation-design)and cutting-edge technologies to understand spoken commands, answer questions, and perform tasks. However, to deliver great experiences, the challenge is steeper than with text-based [Conversational AI](/topics/conversational-ai) applications. This is because humans communicate in a less organised way when speaking than when writing. The AI has to work harder to properly understand the meaning behind the sounds we are making when we speak. AI voice assistants employ sophisticated algorithms to analyse and interpret human speech. By leveraging machine learning and natural language processing (NLP) techniques, these assistants can be continuously improved over time. And now, with the advent of LLMs and Generative AI, the flexibility of voice assistants in both understanding and delivery is expected to increase dramatically. Voice assistants, also known as voice bots or virtual assistants, can be deployed via various channels, including smartphones, smart speakers, call centres and integrated products. CDI experts have gained experience in products ranging from Google Home units, talking coffee machines, telephony [IVR](/topics/ivr) for health insurers and much more. ## Types of voice assistant There are two main types of voice assistant: - ### Declarative voice assistants Much like [chatbots](/topics/chatbots), these voice assistants follow predefined rules and patterns to address user queries. They are ideal for managing structured interactions and delivering consistently correct information. This means that they can only react to unanticipated requests by going into some form of error handling (which might include handing over to a human agent). - ### Generative voice assistants Generative voice assistants can generate speech, translate languages and answer questions in an open-ended manner, even using humor or sarcasm. This makes them a great option for complex interactions and less predictable situations. However, the practical application of generative voice assistants is somewhat limited by their propensity to making up answers (‘hallucinating’) or simply making mistakes. This risk can be offset to some extent by using Retrieval Augmented generation (RAG) solutions: grounding the answers in a predefined data set, such as a corporate knowledgebase. Even then though, it’s necessary to create coded guardrails - in short: there’s no ‘easy fix’. ## How CDI can help ) Hans van Dam Conversation Design Institute Founder 1:16 min  ## What are the benefits of voice assistants?  ### Automated tasks and reduced costs Voice assistants can automate repetitive tasks, such as answering FAQs, resolving common issues and handling other simple customer inquiries. This can reduce the workload on human agents, freeing them up for more complex tasks and lowering operational costs.  ### Always available customer service Voice assistants offer a natural and intuitive way to interact with customers, when human agents are not available.  ### Operational efficiency Voice assistants can improve employee productivity and efficiency by streamlining internal processes, such as scheduling, onboarding and knowledge sharing. ## What can voicebots be used for? Voice assistants can be used in many different ways. Practically any application where one can imagine either picking up the phone and calling with a query, or simply asking a real person for help. Let’s look at some examples: ### Customer support Voice assistants can handle customer inquiries, provide real-time support, and assist with issue resolution, improving customer satisfaction and reducing support costs. ### Call center support Voice assistants can augment call centers, handling routine inquiries and providing initial support, reducing wait times and improving agent productivity. ### Sales and Marketing They can offer product recommendations, assist with order processing, and facilitate personalized marketing campaigns, driving sales and revenue growth. Consider also the possibilities of pro-active voice assistants. ### Employee support Voice assistants automate HR tasks, provide onboarding and training materials, and connect employees to internal resources. ### Patient admin Voice assistants provide medical information, schedule appointments, and manage patient records, improving patient engagement and satisfaction. ### Product integration Voice assistants can be integrated into products, such as smart speakers and home appliances, to provide hands-free control and guidance. ## Partner with CDI With our curated selection of partners, you can trust that you're getting access to the best-in-class solutions that meet your needs and propel your business forward. [ Become a Partner ](/partners)                   ## Learn more about Voice Assistants [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home)  ### [CDI Method](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation) 67 videos Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-method-foundation)  ### [Behavior Design Module](https://learn.conversationdesigninstitute.com/course/behavior-design) 19 videos Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers. [ Learn more ](https://learn.conversationdesigninstitute.com/course/behavior-design)  ### [Conversational Engineer](https://learn.conversationdesigninstitute.com/course/conversational-engineer) 11 videos The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. [ Learn more ](https://learn.conversationdesigninstitute.com/course/conversational-engineer)  ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course/cdi-workflow) 21 videos Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design. [ Learn more ](https://learn.conversationdesigninstitute.com/course/cdi-workflow) ## Training and Certification Discover our courses and certification programmes for creating winning AI Assistants and enterprise capabilities. Get started today.  [ View library ](/topics/browse-library)  [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai)  [ Pricing ](/pricing) [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) [AI Ethics](/courses/ai-ethics)  ### [AI Ethics](/courses/ai-ethics) Learn to integrate ethical principles and compliance into AI Assistants with our AI Ethics Course Online. Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [AI Trainer](/courses/ai-trainer)  ### [AI Trainer](/courses/ai-trainer) In this AI Trainer Course, learn to train AI Assistants to understand human language. Designed for those building human-centric, goal-oriented assistants, it covers conversational AI training, language model nuances, and dialogue implementation. Whet… 8 hours 3 modules [CDI Method Foundation](/courses/cdi-method)  ### [CDI Method Foundation](/courses/cdi-method) Learn CDI’s CAI Method—the test-and-tried Conversational AI workflow helping teams worldwide build human-centric, inclusive AI Assistants. This course is the starting point for managers and functional teams wanting to learn about creating great Conve… 9 hours 1 modules [Agentic Experience Design](/courses/agentic-experience-design)  ### [Agentic Experience Design](/courses/agentic-experience-design) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guide… 15 hours 6 modules [Conversation Designer](/courses/conversation-designer)  ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. Learn strategies, methods, and design patterns for creating great conversational experiences—applicable to all Conversational AI use case… 10 hours 4 modules [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design)  ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules ## FAQs ### What are voice assistants? Voice assistants are AI-powered systems that let people interact with technology using their voice. They can answer questions, perform tasks, or control devices. Examples include Siri, Alexa, and Google Assistant — but the same design principles now power next-generation [IVR](/topics/ivr) systems in contact centres. At CDI, we help teams design these experiences so they sound natural, helpful, and human. ### How do voice assistants work? Voice assistants use speech recognition to understand spoken input, natural language understanding (NLU) to interpret intent, and voice synthesis to reply. [Conversation designers](/courses/conversation-designer/) shape how these systems listen, respond, and guide users, ensuring the experience feels effortless. This approach is also transforming [IVR](/topics/ivr) systems, helping them move beyond menu trees into natural, context-aware dialogue. ### Are voice assistants the same as chatbots? They’re closely related. Both use [conversational AI](/topics/conversational-ai), but voice assistants communicate through speech, while [chatbots](/topics/chatbots) use text. [Conversation designers](/courses/conversation-designer/) apply the same design principles to both, focusing on tone, structure, and timing, whether for a screen-based [chatbot](/topics/chatbots) or a voice-driven [IVR](/topics/ivr) experience. ### What are digital or virtual voice assistants? These are software-based assistants (not tied to a specific device) that live inside apps, vehicles, or services. They help users complete tasks hands-free. CDI trains professionals to design virtual assistants that perform well and reflect brand personality through carefully crafted voice and tone. ### How do you design a voice assistant? Start by understanding your users, what they want to achieve, how they speak, and in what context. Then apply CDI’s [Conversation Design Standards Framework](/conversational-ai-for-business/standards-framework), which combines psychology, linguistics, and technology to create clear, inclusive, and engaging dialogue. The same process can be used to improve existing [IVR](/topics/ivr) systems, turning rigid menus into smooth, conversational flows. ### How do you build an AI voice assistant? Building a voice assistant involves combining speech recognition, natural language understanding, and text-to-speech technologies. [Conversation designers](/courses/conversation-designer/), [AI trainers](/courses/ai-trainer/), and engineers work together to define user journeys, tone, and voice personality. CDI’s programs teach how to bring these elements together, whether you’re creating a new assistant or upgrading an [IVR](/topics/ivr) system. ### What makes a good voice assistant? A good voice assistant listens well, speaks clearly, and understands context. It should be fast, accurate, and respectful of privacy. Most importantly, it should sound natural, clear, consistent, and empathetic. The same design principles make next-generation [IVRs](/topics/ivr) more enjoyable and effective for users. ### What are voice assistants used for? Voice assistants help people search, schedule, shop, learn, and control smart devices. They’re used in homes, cars, offices, and customer support systems, even in call centers through modernized [IVR](/topics/ivr) solutions. CDI’s training helps teams design for all these contexts, ensuring every experience is human-centered. ### What are AI-powered voice assistants? AI-powered voice assistants use machine learning and large language models to understand complex speech and context. They can personalise experiences and adapt over time. CDI trains professionals to design these systems ethically and responsibly, setting the same standards for future-ready [IVR](/topics/ivr) systems. ### How is conversation design used in voice assistants? [Conversation design](/topics/conversation-design) defines how a voice assistant listens, responds, and feels. It covers everything from phrasing to pacing and emotion. CDI’s Conversation Design Standards Framework helps teams create consistent, human-centered voice experiences, including conversational [IVRs](/topics/ivr) that truly listen. ### Will AI voice assistants replace humans? No, they’re built to support humans, not replace them. Voice assistants handle routine or assistive tasks, while humans bring empathy and decision-making. CDI emphasises collaboration between people and AI, especially in customer service where [IVR](/topics/ivr) and human agents work side by side. ### How can I create a voice assistant for my business? Start by identifying a clear user need, like booking, onboarding, or support and design a simple, focused voice experience around it. Use a platform such as Alexa Skills Kit, Google Actions, or an [IVR](/topics/ivr) platform enhanced with [conversational AI](/topics/conversational-ai). CDI offers training and consulting to help teams design voice assistants that reflect their brand and values. ## Other topics in AI [](/topics/conversation-design) Conversation Design [](/topics/agentic-experience-design) Agentic Experience Design [](/topics/strategy) Conversational AI Strategy [](/topics/best-practices) Best Practices [](/topics/voice-assistants) Voice Conversational AI Assistants [](/topics/chatbots) Conversational AI Chatbots [](/topics/conversational-interfaces) Conversational Interfaces [](/topics/conversational-ux) Conversational UX [](/topics/technology) CAI Technology [](/topics/data-and-security) Data & Security [](/topics/higher-education) Conversational IVR [](/topics/ivr) Conversational IVR [](/topics/channels) Conversational AI Channels [](/topics/vendor-platforms) Conversational AI Platforms [](/topics/generative-ai-and-llm) Generative AI & LLMs [](/topics/ai-training) AI Training in Conversational AI [](/topics/conversational-ai) Conversational AI ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI Use Cases" description: "Explore real-world conversational AI use cases in customer service, IT, HR, and sales. See how conversational AI applications can transform interactions across chatbots, voice, and omnichannel platforms to meet your specific goals. Discover actionable insights and practical examples tailored to your industry, function, and unique business needs." url: "https://www.conversationdesigninstitute.com/use-cases" lang: en ---  # Conversational AI Use Cases Conversational AI is transforming how organisations serve customers, citizens, students, and staff, across chat, voice, and every industry. Explore the use cases below to see what getting it right looks like in your context. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service) ## Trusted by global brands                   ## Explore AI Use Cases Explore tailored conversational AI solutions: see real-world examples and learn how they can benefit your business. [Conversational AI for Higher Education](/use-cases/higher-education) ) ### [Conversational AI for Higher Education](/use-cases/higher-education) Transform student and staff experiences with human-centered Conversational AI. See how we can help. [ Read more ](/use-cases/higher-education) [Conversational AI for Government](/use-cases/government) ) ### [Conversational AI for Government](/use-cases/government) Modernise public services and enhance citizen engagement. Discover AI applications for government. [ Read more ](/use-cases/government) [Conversational AI for Telecom](/use-cases/telecom) ) ### [Conversational AI for Telecom](/use-cases/telecom) Revolutionise telecom services with AI. Explore how AI is transforming the telecom landscape. [ Read more ](/use-cases/telecom) [Conversational AI for Healthcare](/use-cases/healthcare) ) ### [Conversational AI for Healthcare](/use-cases/healthcare) Improve patient care and efficiency with AI healthcare solutions. Learn more about AI in healthcare. [ Read more ](/use-cases/healthcare) [Conversational AI for Financial Services](/use-cases/financial-services) ) ### [Conversational AI for Financial Services](/use-cases/financial-services) Optimise financial operations with AI. See how AI is reshaping the financial services industry. [ Read more ](/use-cases/financial-services) [Voice Assistants](/use-cases/voice) ) ### [Voice Assistants](/use-cases/voice) Experience seamless voice interactions with AI. Find out how AI voice can revolutionize your communications. [ Read more ](/use-cases/voice) [Chatbots and AI Agents](/use-cases/chatbots) ) ### [Chatbots and AI Agents](/use-cases/chatbots) Unlock the potential of intelligent chatbots to automate and engage. Explore chatbot solutions. [ Read more ](/use-cases/chatbots) [Conversational AI for Customer Service](/use-cases/customer-service) ) ### [Conversational AI for Customer Service](/use-cases/customer-service) Discover how AI-powered customer service can transform your support experience. Learn more. [ Read more ](/use-cases/customer-service) ## For businesses Seen a use case that looks like yours? Here's how we help. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Hold yourself to a higher standard. Conversation Design Institute assesses your team, technology, and organisation against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Bridge the gap between theory and practice. Grow your team's knowledge and confidence with our training and certification programmes. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Work with our world-class team on a project or ongoing basis. Get support launching or scaling your conversational AI initiatives through our consulting services. [ Read more ](/conversational-ai-for-business/consulting) ## Get AI conversations right with CDI assessments and workshops Curious what an engagement looks like? Get the full brochures by email. ) Assessments ### Find out what’s wrong. Then put it right. By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Get the brochure Your download will be sent shortly to your e-mail. ) Workshops ### Get it right in your context. By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Get the brochure Your download will be sent shortly to your e-mail. ## Work with us Our experts help brands design, build, and maintain AI assistants that work. If you want to hit the ground running, or need help scaling your team, get in touch. [ Get business support ](/contact) ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Chatbot Use Cases" description: "Where chatbots and AI agents deliver: real-world use cases across customer service, IT, HR, and sales, from Conversation Design Institute." url: "https://www.conversationdesigninstitute.com/use-cases/chatbots" lang: en --- Use Case # Chatbots and AI Agents The age of AI Chatbots, virtual assistants, and AI agents are transforming organisations across IT, HR, customer service, and sales & marketing. Conversational AI is used to automate routine tasks and conversations, so human agents can focus on the work that needs them. It results in reduced wait times, better conversion and retention, and streamlined operations. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## The rise of a digital workforce Today's enterprises embrace conversational AI technologies, like [chatbots](/topics/chatbots) and AI agents, because they serve as digital workforce multipliers.  ## Real world applications Here are some real-world applications and benefits of chatbots and virtual assistants across industries. ### 24/7 Support across industries Virtual assistants provide round-the-clock assistance in finance, healthcare, retail, and more, ensuring users get instant help whenever they need it. ### IT helpdesk automation AI-driven assistants troubleshoot technical issues, reset passwords, and guide employees through IT processes, reducing workload for human support teams. ### HR & Employee support Chatbots streamline onboarding, answer HR-related queries, and assist employees with benefits, leave requests, and company policies. ### Sales and marketing Chatbots qualify leads, answer product questions in the moment, and guide visitors to purchase, lifting conversion without adding headcount. ### Healthcare assistance Virtual assistants help schedule appointments, provide medication reminders, and offer preliminary symptom assessments to improve patient care. ### Financial services Banks and financial institutions use AI assistants to assist customers with frequently asked questions, routine banking tasks, or setting up alerts. ### Seamless e-commerce Chatbots assist with order tracking, product recommendations, and personalised shopping experiences, boosting customer engagement and conversions. ### Multilingual & omnichannel support AI-powered assistants break language barriers and provide consistent support across websites, mobile apps, and messaging platforms. ## Leverage Conversational AI, at scale Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/for-business)[ Courses and certification ](/courses)  ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager                   ## About the CDI Standards Framework When organizations want to have more interactions on their conversational channels than their contact centers have the capacity for, they reach for conversational AI solutions to automate a large part of the interactions.  But this is not easy to do. People and machines have different ways of interacting so building a good AI Assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.    **CDI Standards Framework** is evaluated through Four Forces: Mindset, Skillset, Culture and Systems, developed together, at the right pace.  **CDI Workflow** turns the standards into practice: human-centred, goal-oriented AI assistants at scale. Channel-agnostic, technology-agnostic, and built for both declarative and generative AI. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "AI for Customer Service | Conversational AI Chatbots & AI Agents" description: "Explore how Conversational AI enhances customer service, offering 24/7 support, personalized interactions and automation with real-world applications & benefits" url: "https://www.conversationdesigninstitute.com/use-cases/customer-service" lang: en --- Use Case # Conversational AI for Customer Service Customer service 2.0 Conversational AI helps businesses provide 24/7 customer support, leading to greater efficiency and happier customers. Done right, AI Assistants deliver instant responses while automating routine tasks, freeing agents for high-value interactions. This reduces wait times, enhances customer experience, and streamlines operations. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## Conversational AI and customer care Today, customers have high expectations. At the same time, a lot of customer support operations have difficulty handling peak times and suffer from high turnover. [Chatbots](/topics/chatbots) can alleviate some of that pressure.  ## Real world applications Customer expectations keep rising while support teams fight peak volumes and turnover. Done right, conversational AI relieves that pressure, without degrading the experience. ### 24/7 Availability [Chatbots](/topics/chatbots) never sleep, they can handle customer inquiries around the clock. They’re great for answering frequently asked questions or performing tasks like checking an order status. ### Reduced response times Being able to provide instant responses to customer questions significantly reduces wait times, thereby reducing one of the biggest frustrations among customers. ### Better handle peak times Reduced wait times helps to relieve pressure on customer service agents and makes it easier for your organisation to handle peak hours. ### Happy customers and employees Consistent and accurate responses, combined with 24/7 availability, generally result in high customer satisfaction scores. ### Real cost savings Done well, chatbots and voice assistants can lower operational costs by boosting automation rates and improving support center team experience. This in turn positively affects your bottom line. ### Automating common queries Quickly respond to frequently asked questions such as store hours, return policies, or account information. ### Handling complaints Efficiently manage customer complaints by guiding them through troubleshooting steps or escalating to human agents when necessary. ### Product information Offer detailed information about products, including specifications, availability, and pricing. ### Status updates Provide up-to-date order tracking and manage customer expectations with proactive notifications. ### Troubleshooting Assisting customers in resolving technical issues with step-by-step guidance is the perfect way to utilise Conversational AI. ### Intelligent Agent Assist LLMs empower agents to answer complex questions, complete transactions seamlessly, and route customers to the right specialist. ### Smooth handovers Generate accurate summaries of customer interactions, allowing agents to step into sensitive conversations that the AI assistant cannot handle and focus on building relationships. ## Leverage Conversational AI, at scale Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/for-business)[ Courses and certification ](/courses)  ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager                   ## About the CDI Standards Framework CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework.  But this is not easy to do. People and machines have different ways of interacting so building a good AI Assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI Assistants and the enterprise capabilities that develop, manage, and grow these assistants: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.    **CDI Standards Framework** is a systematic approach to developing a conversational AI capability by ensuring Mindset, Skillset, Culture, and Systems are all developed in the right pace.  **CDI Workflow** turns the standards into practice: human-centred, goal-oriented AI assistants at scale. Channel-agnostic, technology-agnostic, and built for both declarative and generative AI. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### What is conversational AI for customer service? Conversational Artificial Intelligence or Conversational AI is a set of technologies that enable computers to simulate real conversations and understand human language. This tool allows you to interact efficiently with customers across various communication channels and provides them with 24/7 real-time support. This improves the customer experience and increases the efficiency of your service. ### Can you use AI for customer service? Yes, you can definitely use AI for customer service. Using chatbots, you can easily automate the most common customer questions. This reduces the workload for your support team and ensures customers receive quick and efficient service, improving the overall customer experience. ### Which AI is best for customer service? The best AI for customer service depends on your specific needs. Common options include platforms that offer natural language processing and integration with existing systems. Choose a chatbot that helps you optimize customer interactions and create a personalised experience, which boosts satisfaction and increases efficiency. ### How to setup an AI chatbot for customer service? To set up an AI chatbot for customer service, start by choosing a suitable platform and defining your goals. Build a persona, develop dialogue flows, train the chatbot with relevant data, and test its functionality. Make sure to regularly evaluate and optimise the chatbot based on customer feedback and performance. ### What is the best AI for customer support? The best AI for customer service depends on your specific needs. Popular choices include chatbots tailored to customer interactions, offering fast responses and easy deployment. Ideal solutions automate customer inquiries while ensuring accuracy to increase customer satisfaction. ### How can AI be used in customer support? AI is used in customer service to work more efficiently. It analyses and organises large amounts of support content, allowing you to quickly find the right answers. Machine learning helps it learn which information is most useful. Some systems also create personalised help content on the fly, ensuring you always receive relevant support. ### Can I use ChatGPT for customer service? Yes, you can definitely use ChatGPT for customer service. These AI tools help your team efficiently answer questions, improve customer satisfaction, and provide 24/7 support. By integrating ChatGPT into your customer service processes, you'll improve communication and enhance the overall customer experience. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Financial Services" description: "How Conversational AI transforms financial services: 24/7 support, personalised interactions, fraud triage, and seamless automation, from Conversation Design Institute." url: "https://www.conversationdesigninstitute.com/use-cases/financial-services" lang: en --- Use Case # Conversational AI for Financial Services Conversational banking In regulated markets, automation is hard to get right. Conversational AI helps financial institutions boost efficiency while keeping customer satisfaction high, and compliance intact. AI-powered assistants reduce support team workload, shorten response times, and improve the customer experience, freeing agents for the complex interactions that need them. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## Financial services meets customer care With customer expectations continuing to rise, support teams struggle to manage high-volume periods and employee retention challenges. AI-powered support solutions help address these pressures.  ## The business case for conversational AI In a regulated industry, getting AI conversations right isn't optional: every interaction carries compliance, trust, and brand risk. Done right, conversational AI carries the routine load while keeping customers confident. Here's where it delivers. ### Available 24/7 The constant availability of AI assistants means support is always accessible – they can manage basic inquiries and routine tasks at any hour of the day or night. ### Reduced response times By delivering immediate responses to customer questions, AI dramatically cuts down waiting periods, addressing what many customers cite as their primary source of frustration. ### Better handle peak times During busy periods, the reduced wait times help take pressure off human agents, making it easier for organizations to effectively manage high-traffic periods. ### Account management AI assistants can pull up balance, transaction histories, and account updates, ensuring seamless support for everyday banking queries. ### Fraud and disputes Chatbots handle the first minutes of a fraud or dispute report: reassuring the customer, gathering the details, and triaging to the right specialist fast. ### Loan and mortgage assistance AI assistants can guide customers through loan queries and eligibility with minimal friction or handover a conversation to an adviser at the right time. ### Personalised product recommendations Assistants surface relevant products based on customer input and profile, and keep customers up to date on their spending trends. ### Intelligent escalations When the chatbot cannot help, it can summarize the customer's query for the support teams to ensure smoother handoffs for complex or sensitive issues. ## Conversational AI, at scale Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/conversational-ai-for-business)[ Courses and certification ](/courses)  ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager                   ## About the CDI Standards Framework When organisations want to have more interactions on their conversational channels than their contact centres have the capacity for, they reach for Conversational AI solutions to automate a large part of the interactions.  But this is not easy to do. People and machines have different ways of interacting so building a good AI assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.    **CDI Standards Framework** is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace.  **CDI Workflow** turns the standards into practice: human-centred, goal-oriented AI assistants at scale. The workflow works for all conversational channels, is technology-agnostic, and covers both declarative and generative AI approaches. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### What is the meaning of chat banking? Chat banking is a service that allows customers to communicate with their bank via messaging apps like WhatsApp. This allows for easy access to financial services and transactions 24/7\. It offers a secure and user-friendly way to manage your banking, giving you more freedom and convenience in your financial interactions. ### What is a conversational payment? Conversational payments are financial transactions that take place via text, voice, or chat interfaces. These payments are processed on popular platforms like messaging apps, voice assistants, and chatbots, allowing you to pay quickly and easily without navigating complex processes. They offer a user-friendly experience for both consumers and businesses. ### How can AI be used in financial services? AI is being used in financial services in various ways. It helps with data analysis, optimizing customer interactions, and real-time forecasting. AI can help you better manage risks, improve fraud prevention, and provide efficient customer service. This allows financial institutions to create more valuable experiences and enhance operational efficiency. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Government" description: "How the public sector gets AI conversations right: citizen services, multilingual support, and automation with compliance built in, from Conversation Design Institute." url: "https://www.conversationdesigninstitute.com/use-cases/government" lang: en --- Use Case # Conversational AI for Government Government 2.0 In regulated public sector environments, automation is complex, but conversational AI helps government agencies boost efficiency while ensuring compliance. Government chatbots handle routine tasks, freeing staff for complex issues and reducing administrative burdens, allowing agencies to better serve their communities. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## Conversational AI and citizen care Citizens expect equitable, efficient, and transparent public services. Government institutions often face challenges due to demand, limited resources, and bureaucratic processes. Conversational AI can help with that.  ## The business case for conversational AI In the public sector, getting AI conversations right means every citizen gets served: accurately, equitably, and in their own language. Done right, AI assistants absorb the routine load so staff can focus on the cases that need them. Here's where they deliver. ### 24/7 Support [Chatbots](/topics/chatbots) provide continuous support for common inquiries, such as document requests, application statuses, or service information. ### Information dispersion AI assistants can deliver accurate information on public programs, deadlines, and policies in a user-friendly format. ### Automate citizen services Automate processes like license renewals, permit applications, or tax calculations, reducing waiting times and improving efficiency. ### Cost savings By automating routine tasks, government staff can focus on high-priority issues and complex cases, enabling government bodies to reallocate resources more effectively. ### Internal support Helping civil servants find information and resources faster and more accurately to speed up processes for citizens. ### Emergency response support During emergencies, AI assistants can offer instant responses, guiding citizens to resources and support when needed. ### Social services Increase access to welfare programs, benefits, and support services for eligible citizens by making applying more accessible with conversational interfaces. ### Multilingual support Chatbots can speak many languages, ensuring equitable access for diverse populations. ## Conversational AI, at scale Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/for-business)[ Courses and certification ](/courses)  ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager                   ## About the CDI Standards Framework When organisations want to have more interactions on their conversational channels than their contact centres have the capacity for, they reach for conversational AI solutions to automate a large part of the interactions.  But this is not easy to do. People and machines have different ways of interacting so building a good AI assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is a collection of proven strategies helping organizations deploy AI assistants at scale. Our knowledge is grounded in years of experience training successful conversational AI teams.    **CDI Standards Framework** is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace.  **CDI Workflow** CDI Workflow turns the standards into practice: human-centred, goal-oriented AI assistants at scale. The workflow works for all conversational channels, is technology-agnostic, and covers both declarative and generative AI approaches. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Healthcare" description: "How Conversational AI improves patient care: 24/7 access, appointment management, and automated support that keeps staff focused on care, from Conversation Design Institute." url: "https://www.conversationdesigninstitute.com/use-cases/healthcare" lang: en --- Use Case # Conversational AI for Healthcare Healthcare 2.0 In regulated markets, automation is complex, but Conversational AI for Healthcare improves efficiency while enhancing patient and employee satisfaction. AI-powered assistants reduce admin time by handling appointments and queries, allowing healthcare staff to focus on critical care, where humans excel. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## Healthcare and patient care In healthcare, getting AI conversations right means getting them right for patients: accurate, private, and easy to use at a stressful moment. Done right, AI assistants carry the routine load so staff can focus on care. Here's where they deliver.  ## The business case for conversational AI In healthcare, getting AI conversations right means getting them right for patients: accurate, private, and easy to use at a stressful moment. Done right, AI assistants carry the routine load so staff can focus on care. Here's where they deliver. ### Available 24/7 Conversational AI support offers continuous availability, handling routine inquiries and basic tasks like appointment scheduling, ensuring patients always have access to essential information. ### Better handle peak times During high-volume periods, the reduced response times help decrease the burden on medical support staff. ### Cost savings Well-implemented AI healthcare support solutions can reduce administrative costs through increased automation and improved working conditions for support staff, ultimately enhancing efficiency while maintaining high standards of patient care. ### Educating patients [Chatbots](/topics/chatbots) and voice assistants can deliver quick and accurate information on treatments, conditions, and preventive care. ### Appointment management AI assistants can assist patients with booking, rescheduling, and canceling appointments when integrated with your booking systems. ### Symptom checkers Virtual assistants can provide preliminary symptom assessments and recommend next steps, like consulting a specialist. ### Insurance and billing support AI assistants can guide patients through insurance claims, billing inquiries, and payment processes to make sure they aren’t left with any questions or money worries. ### Follow-up care coordination Automate post-visit follow-up, sending personalized check-ins and coordinating with care teams to ensure patients stay on track with their treatment plans. ## Conversational AI, at scale Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/for-business)[ Courses and certification ](/courses)  ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager                   ## About the CDI Standards Framework When organisations want to have more interactions on their conversational channels than their contact centres have the capacity for, they reach for conversational AI solutions to automate a large part of the interactions.  But this is not easy to do. People and machines have different ways of interacting so building a good AI Assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is a collection of proven strategies helping organisations deploy AI assistants at scale. Our knowledge is grounded in years of experience training successful Conversational AI teams.    **CDI Standards Framework** is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.  **CDI Workflow** is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace. The workflow works for all conversational channels, is technology agnostic, and works for both declarative and generative AI approaches. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## FAQs ### What is conversational AI in healthcare? Conversational AI in healthcare refers to technologies like chatbots and virtual assistants that help healthcare providers improve communication, automate administrative tasks, and collect valuable patient data. It increases accessibility to care and provides a more personalized patient experience. ### Which AI tool is best for healthcare? The best AI tool for healthcare varies depending on specific needs. Tools for patient communication, data analysis, or diagnostic support are all valuable. Chatbots, such as digital assistants, improve patient interactions, while machine learning models help analyze medical data. Choose a tool that best suits your healthcare goals. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Higher Education" description: "How universities get AI conversations right: student services, admissions support, and staff assistants with trust built in, from Conversation Design Institute." url: "https://www.conversationdesigninstitute.com/use-cases/higher-education" lang: en --- Use Case # Conversational AI for Higher Education Conversational AI University Program We support institutions end to end: assessment, training, consulting, and building student- and staff-facing conversational AI. Our education-first approach, combined with industry-grade best practices, helps higher education institutions future-proof operations, enhance student experience, and improve operational efficiency. Our education-first approach, combined with industry-grade best practices, helps higher education institutions future-proof operations, enhance student experience, and improve operational efficiency. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## Conversational AI for Higher Education Today, students expect immediate, seamless service across every part of their university experience. At the same time, many universities face growing administrative burdens, resource constraints, and rising service expectations. Conversational AI offers a powerful way to meet these challenges.  ## The business case for Conversational AI Higher education is under increasing pressure to do more with less: streamlining operations, improving student engagement, and delivering round-the-clock services, all within tight budgets. Conversational AI helps you meet these demands by automating routine interactions, reducing administrative load, and improving access to critical information. It enables you to operate more efficiently while delivering the responsive, personalised support today's students expect. ### 24/7 student support AI assistants provide continuous support for common student inquiries, from admissions questions and course registration to tuition payment assistance and campus services. ### Accessible information sharing Conversational AI simplifies access to critical information, such as application deadlines, financial aid options, academic policies, and campus event schedules, all delivered in an intuitive, student-friendly format. ### Automate student services Automate processes like admissions document submissions, accommodation requests, course change applications, and internship registrations. Reduce bottlenecks, lower staff workload, and improve overall service speed. ### Operational efficiency and cost savings By automating routine student and staff interactions, universities can reallocate resources to higher-priority academic and strategic initiatives while improving service delivery across departments. ### Internal staff support Conversational AI can assist university staff in finding HR, finance, IT, and facilities information quickly, supporting smoother internal operations and reducing reliance on manual processes. ### Crisis and emergency communications During emergencies, such as health outbreaks, weather events, or campus security incidents, AI assistants can deliver immediate, accurate information to students and staff, improving response times and safety outcomes. ### Supporting student wellbeing Make it easier for students to access counseling services, mental health resources, and wellbeing support through confidential, AI-driven interfaces, expanding reach without overwhelming human support teams. ### Multilingual student engagement Conversational AI can deliver services in multiple languages, helping universities serve their increasingly diverse and international student populations with inclusive, equitable access to information and support. ### Academic success and retention support Conversational AI can guide students through academic milestones including assignment deadlines, exam schedules and study support resources. By surfacing timely, personalized assistance, AI assistants help students stay on track, reduce dropout risk, and boost overall academic success. ## Leverage Conversational AI, at scale Understand how your university can leverage Conversational AI technology with the help of CDI. Work with our experts or give your team the tools and training to build successful AI assistants. [ Maturity Assessment for Higher Education ](https://scorecard.conversationdesigninstitute.com/education )[ Courses and certification ](/courses)  ## Trusted by global brands  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager  “The partnership with CDI confirms that we’re at the forefront of a rapidly evolving field. Over the past 5 years, they’ve grown into a respected global platform, and we’re proud to contribute to that journey. By joining forces, we’re creating new ways to share applied knowledge across borders. And truthfully, every step of the process has been a pleasure—collaborating with CDI is as enjoyable as it is impactful. ” ) Marije Brom Hogeschool Rotterdam AI Researcher and Innovation Lead  “Higher education today faces unprecedented pressure to modernize services, deliver better student experiences, and operate more efficiently — all while navigating tight budgets and complex governance. CDI understands the unique challenges of higher education and brings deep expertise in Conversational AI to support real, sustainable transformation.” ) Dr. Peter Thomas RMIT University Senior Adviser, AI Higher Education Strategy                                              ## About the CDI Standards Framework When organisations want to have more interactions on their conversational channels than their contact centres have the capacity for, they reach for conversational AI solutions to automate a large part of the interactions.  But this is not easy to do. People and machines have different ways of interacting so building a good AI assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.    **CDI Standards Framework** is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace.  **CDI Workflow** turns the standards into practice: human-centred, goal-oriented AI assistants at scale. The workflow works for all conversational channels, is technology-agnostic, and covers both declarative and generative AI approaches. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Chatbot excellence package Get smarter, faster. See tangible results in less than 60 days. Work with our experts. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### Expert review Our experts perform a detailed evaluation of your [chatbot](/topics/chatbots) or voice assistant. We identify areas of improvement and provide actionable recommendations on how to improve. ### Course Access Gain access to our world-class learning material covering everything from [conversation design](/topics/conversation-design) to [AI training](/topics/ai-training) to AI ethics. ### Bespoke Workshops Put theory into practice. Level up your team’s knowledge through a series of interactive workshops on AI training and/or conversation design. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Telecom" description: "How telecom providers get AI conversations right: billing support, troubleshooting, activation, and upselling across chat and voice, from Conversation Design Institute, trusted by Vodafone and Deutsche Telekom." url: "https://www.conversationdesigninstitute.com/use-cases/telecom" lang: en --- Use Case # Conversational AI for Telecom Transforming Telecoms with Conversational AI With AI in customer service, telecom providers deliver faster, more efficient, and personalised experiences. AI assistants handle high volumes of inquiries, automate tasks like bill payments and troubleshooting, and provide instant responses, reducing workload, improving resolution times, and enhancing the customer experience. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## Telecommunication and customer care In today's connected world, telecommunications customers have increasingly high service expectations, while many telecom support teams struggle with managing peak call volumes and staff retention challenges.  ## The business case for conversational AI Telecom runs on conversations at scale: millions of billing, connectivity, and account queries, across chat and voice. Done right, AI assistants carry that volume without burning customer patience. Here's where they deliver. ### Available 24/7 AI assistants provide round-the-clock service, handling common questions around data usage, billing, or troubleshooting basic connectivity issues at any time of day or night. ### Reduced response times Customers want answers quickly. Reducing wait times addressing one of the most frequent sources of frustration in telecom customer service. ### Better handle peak times During peak periods, such as service outages or new device launches, the reduced response times help decrease the burden on support staff. ### Happy customers and employees Customer satisfaction typically improves with consistent, accurate responses and 24/7 availability, particularly for routine technical support and account management questions. ### Brand awareness A strong AI assistant can aid in promoting and personalising special offers and seasonal brand and marketing campaigns. ### Billing support AI assistants can guide customers through billing inquiries, provide payment reminders, and enable secure transactions. ### Activation and upselling Automate processes like activating new services, porting numbers, upgrading packages and let your [chatbot](/topics/chatbots) identify upsell opportunities for you. ### Technical troubleshooting Guide customers through diagnosing and resolving technical issues, such as slow internet or network outages, so your human agents can spend time on other questions. ## Conversational AI, at scale Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/for-business)[ Courses and certification ](/courses)  ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager                   ## About the CDI Standards Framework When organisations want to have more interactions on their conversational channels than their contact centers have the capacity for, they reach for Conversational AI solutions to automate a large part of the interactions.  But this is not easy to do. People and machines have different ways of interacting so building a good AI Assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.    **CDI Standards Framework** is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace.  **CDI Workflow** CDI Workflow turns the standards into practice: human-centred, goal-oriented AI assistants at scale. The workflow works for all conversational channels, is technology-agnostic, and covers both declarative and generative AI approaches. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Voice AI & Conversational IVR Use Cases" description: "Where voice AI delivers: conversational IVR, voice assistants, and voice bots across customer service, healthcare, and sales, from Conversation Design Institute." url: "https://www.conversationdesigninstitute.com/use-cases/voice" lang: en --- Use Case # Voice Assistants Voice assistants and IVR Voice is making a big comeback. With advanced AI voice bots and voice automation, Conversational AI voice is transforming IT, HR, customer service, and sales. Real-time voice-based conversational AI streamlines routine tasks, allowing human agents to focus on meaningful interactions. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service)  ## The rise of the voice interface Today's enterprises embrace conversational AI technologies, like voice assistants and conversational [IVR](/topics/ivr), because they serve as digital workforce multipliers.  ## Real world applications Done right, voice serves customers in the most natural interface there is: speech. No menus, no typing, just tell the assistant what you need. Here's where it delivers. ### 24/7 Phone support IVR systems and voice assistants handle customer inquiries around the clock, reducing wait times and improving accessibility. ### Intelligent call routing Voice efficiently directs callers to the right department or specialist, minimising transfers and improving customer experience. ### Technical support Voicebots assist with troubleshooting, password resets, and system diagnostics, helping employees and customers resolve issues faster. ### HR & Recruitment assistance Enterprises use voice to schedule interviews, screen candidates, and answer common HR queries, streamlining the hiring process. ### Financial services Voice assistants help customers answer common queries over the phone or route customers to the appropriate department. ### Healthcare Patients can use voice assistants to schedule appointments, receive medication reminders, or get preliminary health guidance. ### Sales and marketing Voicebots personalise customer interactions, qualify leads, and deliver brand experiences through interactive voice campaigns. ### Multilingual support Advanced voice solutions understand multiple languages and accents, providing seamless and inclusive support worldwide. ## Leverage Conversational AI, at scale Understand how your organization can leverage Conversational AI technology with the help of CDI. Work with our experts or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/conversational-ai-for-business)[ Courses and certification ](/courses)  ## Trusted by global brands  [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ) Anju Sharma HP Manager Virtual Agent  [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ) Bob Molenaar Vandebron Digital Experience Manager  [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ) Beatriz Lopez Mencia Vodafone UX Design Manager  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager                   ## About the CDI Standards Framework When organisations want to have more interactions on their conversational channels than their contact centers have the capacity for, they reach for Conversational AI solutions to automate a large part of the interactions.  But this is not easy to do. People and machines have different ways of interacting so building a good AI Assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI Assistants and the enterprise capabilities that develop, manage, and grow these assistants: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is a collection of proven strategies helping organizations deploy AI assistants at scale. Our knowledge is grounded in years of experience training successful conversational AI teams.    **CDI Standards Framework** is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace.  **CDI Workflow** turns the standards into practice: human-centred, goal-oriented AI assistants at scale. The workflow works for all conversational channels, is technology-agnostic, and covers both declarative and generative AI approaches.The workflow works for all conversational channels, is technology agnostic, and works for both declarative and generative AI approaches. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot)  ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training)  ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom)  ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot)  ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot)  ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot)  ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans)  ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi)  ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support)  ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants)  ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot)  ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick)  ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant)  ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant)  ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Coming soon" url: "https://www.conversationdesigninstitute.com/coming-soon" lang: en --- # 404 This page will be available soon [ Go back to home ](/) --- --- title: "Contact" description: "Get in touch with Conversation Design Institute: assessment, training and certification, and consulting for conversational AI. Offices in Austin and Amsterdam, supporting clients worldwide." url: "https://www.conversationdesigninstitute.com/contact" lang: en --- # Contact us Contact CDI about our assessment, training, and consulting services, or if you're just looking for some guidance. Tell us where you're starting from, and we'll connect you with the right CDI expert.                   ## You can inquire about • Courses and certifications for individual learners • Enterprise training and team licences • Workshops and executive sessions • Advisory and consulting services • Assessments and AI maturity scans • General questions about conversational AI Fill in the form and we'll come back to you quickly. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Where to find us CDI has offices in both the United States and Europe, supporting clients across the globe. **Austin, Texas (US Office)** 310 Comal St Ste 200, Austin, Texas 78744 Supporting clients in the United States and Canada. **Amsterdam, The Netherlands (European Office)** Danzigerbocht 45 V 1013 AM Amsterdam, The Netherlands Supporting clients in the EMEA and APAC region. --- --- title: "Conversational AI for Higher Education" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education" lang: en --- # Conversational AI for Higher Education Future-proof your university with Conversational AI that prioritises student trust, experience and operational excellence. [ DOWNLOAD PRODUCT BROCHURE ](/conversational-ai-for-higher-education/conversational-ai-for-higher-education-brochure) [ Book appointment with expert ](https://meetings.hubspot.com/peter1360)                                           ## Work with our experts We support institutions from auditing and training to consulting and building student- and staff-facing conversational AI, ensuring education-first, 24/7 support for your entire campus. [ Get in touch ](/conversational-ai-for-higher-education/higher-education-contact) [Assessment](/conversational-ai-for-higher-education/assessment) ) ### [Assessment](/conversational-ai-for-higher-education/assessment) Our technology-agnostic assessments follow our industry-leading CDI Standards Framework and provide scoring across five levels of maturity. [ Read more ](/conversational-ai-for-higher-education/assessment) [Team training and certification](/conversational-ai-for-higher-education/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-higher-education/team-training-and-certification) Our programs teach your team the essentials in Conversation Design, AI Training, Prompt Design, and more, specifically tailored for higher education contexts. [ Read more ](/conversational-ai-for-higher-education/team-training-and-certification) [Consulting](/conversational-ai-for-higher-education/consulting) ) ### [Consulting](/conversational-ai-for-higher-education/consulting) Our education-specialised consultants work with your team to design, build, and deploy Conversational AI that transforms your university experience. [ Read more ](/conversational-ai-for-higher-education/consulting) ## Chapters [The challenge universities face ](#8addf500-3276-4b51-8826-6ded1fda6f49) [Where Conversational AI transforms higher education ](#2195fe20-790f-4a14-b80e-fc332d191508) ## The challenge universities face today Students expect immediate, seamless service across every part of their university experience. At the same time, many universities face: - Growing administrative burdens and resource constraints - Rising service expectations within tight budgets - Need for 24/7 support accessibility - Mental health and wellbeing support challenges - International student engagement barriers - Staff workload pressures affecting service quality ) Peter Thomas CDI Head of Higher Education 2:00 min  ## Student-facing applications  ### Admissions Support Instant, personalised responses to application and programme queries  ### 24/7 Student Help Automated FAQs on registration, timetables, and campus life  ### Academic Success Support Assignment deadlines, exam schedules, study resources  ### Career Services Career advice, CV tips, and internship support  ### Mental Health Support Confidential access to wellbeing services and resources  ### Multilingual Engagement Services in multiple languages for international students ## Internal staff applications  ### HR Information Access Quick access to policies, benefits, and procedures  ### IT Support Automation Common technical issues and system guidance  ### Faculty Resource Center Research support, grant information, administrative help  ### Facilities Management Room booking, maintenance requests, campus services  ### Crisis Communications Emergency notifications and safety protocols  ## Why universities choose CDI ### Education-specific expertise Deep experience in higher education through our global network of education specialists who understand institutional dynamics, student needs, and university values. ### Trust-centered philosophy Where others emphasise cost and control, we prioritize the quality of student experience and the trust it creates. Our expertise sits at the intersection of human-centered design, empathy, ethics, and communication. ### Proven industry framework Our CDI Standards Framework is validated across Fortune 500 companies and now tailored specifically for higher education contexts. ### Capability building focus We help institutions build sustainable Conversational AI strength, developing your Mindset, Skillset, Culture, and Systems for long-term success. ### Global community 8,000+ certified professionals advancing the practice of student-centric Conversational AI. ### Measurable impact Proven standards grounded in empathy, trust, and inclusion, delivering improvements in both student relationships and operational excellence. ### Technology independence Our assessments work with any platform or vendor, ensuring objective, student-first recommendations. ### Innovation leadership Always ahead of industry challenges with cutting-edge solutions that balance technological advancement with human values. ## How we work with you [Assessment & Planning](/conversational-ai-for-higher-education/assessment) ) ### [Assessment & Planning](/conversational-ai-for-higher-education/assessment) - Free CAI Maturity Assessment - Stakeholder workshops - Technical architecture planning - Compliance & security framework building [ Read more ](/conversational-ai-for-higher-education/assessment) [Foundation Building](/conversational-ai-for-higher-education/team-training-and-certification) ) ### [Foundation Building](/conversational-ai-for-higher-education/team-training-and-certification) - Team training and certification - Pilot use case development - Initial AI assistant deployment - Integration with existing university systems [ Read more ](/conversational-ai-for-higher-education/team-training-and-certification) [Scale & Optimize](/conversational-ai-for-higher-education/consulting) ) ### [Scale & Optimize](/conversational-ai-for-higher-education/consulting) - Full-scale deployment across your university - Continuous improvement - Advanced feature implementation - Course catalogue integration [ Read more ](/conversational-ai-for-higher-education/consulting) Watch video  ## Trusted by global brands  “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ) Rick Goossens HvA/AUAS Education Manager  “The partnership with CDI confirms that we’re at the forefront of a rapidly evolving field. Over the past 5 years, they’ve grown into a respected global platform, and we’re proud to contribute to that journey. By joining forces, we’re creating new ways to share applied knowledge across borders. And truthfully, every step of the process has been a pleasure—collaborating with CDI is as enjoyable as it is impactful. ” ) Marije Brom Hogeschool Rotterdam AI Researcher and Innovation Lead                                              ## Contact us Our experts help universities design, build and maintain best-in-class Conversational AI. So if you want to hit the ground running or you need help scaling your team, get in touch. [ Get higher education support ](/conversational-ai-for-higher-education/higher-education-contact) ## FAQs ### What training programs are available for university Conversational AI teams? CDI offers certification programs and team training designed specifically for higher education staff. Our programs cover Conversation design, AI implementation, and quality assurance frameworks that help university teams build better student and staff support experiences. ### What workshops does CDI offer for higher education institutions? Our Conversational AI Readiness Workshop is a 1-day intensive for university teams building or managing AI assistants. We can also offer customized workshops on specific topics like wellbeing support, helpdesk optimization, and AI strategy alignment. ### Do you offer conversational AI consulting for universities? CDI provides consulting and hands-on implementation support for universities at every stage from planning your first AI assistant to scaling enterprise-wide deployments. We specialize in helping institutions fix underperforming systems and align AI with student and staff needs. ### How can CDI help improve our university's AI assistant? CDI can assess your current implementation, identify gaps in content, design, and integration, then provide actionable recommendations to improve performance. CDI works with your team to implement changes that increase student satisfaction, reduce support tickets, and demonstrate measurable ROI. ### Can CDI help with our university's Conversational AI strategy? We help universities develop comprehensive conversational AI strategies that align with institutional priorities, ensure responsible implementation, and build internal capability. Our approach focuses on sustainable adoption, not just technology deployment. ### What is a Conversational AI maturity assessment for universities? A maturity assessment evaluates your institution's readiness and capability across conversation design, content, technology, and governance. It identifies strengths, gaps, and priority areas for improvement, giving you a clear roadmap for what to do next. ### What is Conversational AI in higher education? Conversational AI in higher education refers to chatbots and voice assistants that help students and staff access information, complete tasks, and find support. When designed well, these tools reduce administrative burden, improve service accessibility, and strengthen trust between institutions and their communities. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Auditing | CDI for Business" description: "Get more value out of your chatbots and voice assistants with Conversational AI for Business with CDI’s auditing services." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/assessment" lang: en --- # Higher Education AI Assessment & Maturity Our comprehensive assessment services evaluate your conversational AI capability, not just your technology. Using the CDI Standards Framework, we evaluate your institution's readiness to deliver AI that strengthens student relationships across Mindset, Skillset, Culture, and Systems. [ Book appointment with expert ](https://meetings.hubspot.com/peter1360) [ Try free maturity assessment ](https://scorecard.conversationdesigninstitute.com/education) Watch video  ## Solutions [](/conversational-ai-for-higher-education/assessment) Assessment [](/conversational-ai-for-higher-education/team-training-and-certification) Team Training & Certification [](/conversational-ai-for-business/standards-framework) CDI Standards Framework [](/conversational-ai-for-higher-education/consulting) Consulting ## What's included in the CDI Assessment for Higher Education ### Free CAI Maturity Assessment Get a high-level review of your current digital engagement, chatbot performance, and key opportunities to advance your conversational AI strategy. ### In-Depth Capability Assessment A comprehensive assessment grounded in the CDI Standards Framework, that assesses existing AI assistants, team capabilities, organisational readiness, and roadmap with strategic recommendations. ### Security and Compliance Review Evaluation of security measures for sensitive student and staff data, with a focus on protection, compliance, and secure data handling. ### Gap Analysis Identification of automation opportunities and administrative workflow bottlenecks to improve efficiency and reduce manual effort. ### Ideal for Ideal for universities that want to evaluate where they stand today and uncover practical, actionable opportunities to improve. ## How we differ Where traditional audits focus on compliance and control, CDI's approach is different: we assess whether your AI creates trust and strengthens student relationships, not just whether it functions. Our technology-agnostic audits follow our industry-leading CDI Standards Framework and provide scoring across five levels of maturity.  ## Why universities choose CDI ### Education-specific expertise Deep experience in higher education through our global network of education specialists who understand institutional dynamics, student needs, and university values. ### Trust-centered philosophy Where others emphasise cost and control, we prioritize the quality of student experience and the trust it creates. Our expertise sits at the intersection of human-centered design, empathy, ethics, and communication. ### Proven industry framework Our CDI Standards Framework is validated across Fortune 500 companies and now tailored specifically for higher education contexts. ### Capability building focus We help institutions build sustainable Conversational AI strength, developing your Mindset, Skillset, Culture, and Systems for long-term success. ### Global community 8,000+ certified professionals advancing the practice of student-centric Conversational AI. ### Measurable impact Proven standards grounded in empathy, trust, and inclusion, delivering improvements in both student relationships and operational excellence. ### Technology independence Our audits work with any platform or vendor, ensuring objective, student-first recommendations. ### Innovation leadership Always ahead of industry challenges with cutting-edge solutions that balance technological advancement with human values. ## Next steps to get started Read what’s working across universities, or benchmark your conversational AI maturity for free. [ Read our Insights ](/coming-soon)[ Free Conversational AI Maturity Assessment ](https://scorecard.conversationdesigninstitute.com/education)  ## Let's start a conversation. Are you ready to transform your university with student-centric Conversational AI? Go ahead and fill out the form. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Consulting | CDI for Business" description: "Get more value out of your chatbots and voice assistants with Conversational AI for Business with CDI’s consulting services." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/consulting" lang: en --- # Consulting: Build world-class AI assistants Our education-specialised consultants work with your team to design, build, and deploy Conversational AI that transforms your university experience. [ contact us ](/conversational-ai-for-higher-education/higher-education-contact) [ Book appointment with expert ](https://meetings.hubspot.com/peter1360) Watch video  ## Solutions [](/conversational-ai-for-higher-education/assessment) Assessment [](/conversational-ai-for-higher-education/team-training-and-certification) Team Training & Certification [](/conversational-ai-for-business/standards-framework) CDI Standards Framework [](/conversational-ai-for-higher-education/consulting) Consulting ## Consulting expertise ### Use Cases University-specific use case development for admissions, student services, faculty and staff support ### Integration Integration of a Conversational solution with your existing university systems ### Compliance We help you comply with data privacy regulations for your Coversational AI solution ### Language Support We support multilingual implementation and language localisation for your student and staff audiences ### Wellbeing We advise on how Conversational AI can be used to support student wellbeing ## Why universities choose CDI ### Education-specific expertise Deep experience in higher education through our global network of education specialists who understand institutional dynamics, student needs, and university values. ### Trust-centered philosophy Where others emphasise cost and control, we prioritize the quality of student experience and the trust it creates. Our expertise sits at the intersection of human-centered design, empathy, ethics, and communication. ### Proven industry framework Our CDI Standards Framework is validated across Fortune 500 companies and now tailored specifically for higher education contexts. ### Capability building focus We help institutions build sustainable Conversational AI strength, developing your Mindset, Skillset, Culture, and Systems for long-term success. ### Global community 8,000+ certified professionals advancing the practice of student-centric Conversational AI. ### Measurable impact Proven standards grounded in empathy, trust, and inclusion, delivering improvements in both student relationships and operational excellence. ### Technology independence Our audits work with any platform or vendor, ensuring objective, student-first recommendations. ### Innovation leadership Always ahead of industry challenges with cutting-edge solutions that balance technological advancement with human values. ## Next steps to get started Read what’s working across universities, or benchmark your conversational AI maturity for free. [ Read our Insights ](/coming-soon)[ Free Conversational AI Maturity Assessment ](https://scorecard.conversationdesigninstitute.com/education)  ## Let's start a conversation. Are you ready to transform your university with student-centric Conversational AI? Go ahead and fill out the form. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon.                                              ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Higher Education Product Brochure" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/conversational-ai-for-higher-education-brochure" lang: en --- # Conversational AI for Higher Education Product Brochure  At the Conversation Design Institute, we understand the growing pressure on higher education institutions to enhance their digital services. Universities and colleges are expected to provide faster, more intuitive support for students and staff while managing increasing workloads, constrained budgets, and rapidly evolving expectations around AI-driven experiences. This document outlines how CDI helps institutions launch and scale effective AI assistants through structured assessment, team training and certification, and hands-on consulting support. It also highlights the transformative impact of AI across key use cases such as admissions, student helpdesks, and IT/HR staff support. To help you identify where your institution stands today, we recommend taking the free Conversational AI Maturity Assessment, a practical starting point for understanding capability gaps and next steps. **Must Read for**: Leaders in Education, Customer Service Leaders/Managers, Digital Transformation Leaders, Product Experts ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Higher Education Product Brochure" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/conversational-ai-readiness-workshop-brochure" lang: en --- # Conversational AI for Higher Education Product Brochure  Our Conversational AI Readiness Workshop is a 1-day intensive program designed to help universities stop building chatbots that nobody uses and start delivering Conversational AI that actually works. The workshop provides a comprehensive maturity assessment evaluating institutions across Mindset, Skillset, Culture, and Systems using the CDI Standards Framework, delivers a co-created 90-day action plan with prioritized quick wins, practical frameworks for building sustainable conversational AI capability, and real examples from universities that succeeded. The package includes on-site or virtual delivery, comprehensive assessment, actionable planning, a 3-seat 1-month subscription to CDI Course Plan, and a 1-hour follow-up consultation. Read the brochure for more details. **Who should attend:** 10-15 cross-functional participants including IT leaders managing chatbot infrastructure and integrations, digital innovation teams exploring AI opportunities, student services directors seeking to scale support, enrollment management teams looking to improve prospect engagement, academic affairs leaders considering AI for student success initiatives, and any university stakeholders responsible for conversational AI strategy and implementation where alignment around a shared approach creates the foundation for success. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Contact Our Higher Education Specialists" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/higher-education-contact" lang: en --- # Contact Our Higher Education Specialists - Free Consultation: Schedule a discovery call with our education experts - Assessment: Get your complimentary CAI Maturity Assessment - Proposal: Receive a tailored implementation roadmap ## Let's start a conversation. Are you ready to transform your university with student-centric Conversational AI? Go ahead and fill out the form. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Insight Report: Helpdesks Under Pressure" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/insight-report-helpdesks-under-pressure" lang: en --- # Insight Report: Helpdesks Under Pressure  "Helpdesks under pressure: fixing AI assistants for internal support" addresses the challenge of overwhelmed internal support teams handling repetitive, high-volume questions across fragmented systems where delays in resolving everyday problems impact staff productivity, satisfaction, and service delivery. Many universities have attempted to automate support with chatbots or virtual assistants that frequently underperform—they don't integrate with internal platforms, lack clarity and consistency, staff don't trust them, and teams lack the skills to improve them, resulting in more tickets, more pressure, and missed opportunities. **Must Read for**: IT service desk managers and directors, internal IT support teams managing staff queries, HR operations leaders handling payroll and benefits support, enterprise service management teams, operations directors overseeing internal support functions, CIOs concerned with staff productivity and operational efficiency, and shared services leaders managing cross-functional support. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Proving the value of Conversational AI" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai" lang: en --- # Proving the value of Conversational AI  "Proving the value of Conversational AI" addresses the challenge universities face when asked to demonstrate ROI from their AI assistant investments. Most institutions lack frameworks, tools, or team capacity to measure real impact, resulting in vague metrics, inconsistent reporting, and senior stakeholders uncertain whether assistants are delivering value. CDI helps institutions define meaningful ROI in their own context and provides structure to evaluation by helping teams map goals to outcomes and build clear cases for improvement or expansion. **Must Read for**: Senior university leadership and executives needing to justify AI investments, product owners and managers, CFOs and budget decision-makers evaluating ROI, IT directors and CIOs responsible for AI implementations and strategic planning teams assessing digital transformation value. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Insight Report: Staff Wellbeing" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/insight-report-staff-wellbeing" lang: en --- # Insight Report: Staff Wellbeing  "Staff wellbeing and HR Navigation" addresses the challenge of fragmented internal support systems where HR portals are difficult to navigate, key policy information is buried in static intranets, and staff face uncertainty about where to begin or discomfort in asking directly for help. When access to information about mental health leave policies, EAP resources, or flexible work arrangements is confusing or inconsistent, the impact goes beyond frustration to affect staff morale, engagement, and retention. **Must Read for**: HR directors and leadership teams, chief people officers, staff wellbeing and mental health coordinators, employee assistance program managers, people and culture teams, employee relations specialists, talent management and retention leaders, and HR operations managers responsible for employee support systems. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Insight Report: Supporting student wellbeing" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/insight-report-supporting-student-wellbeing" lang: en --- # Insight Report: Supporting student wellbeing  "Supporting student wellbeing with Conversational AI" addresses the challenge of fragmented wellbeing services across university systems, departments, and channels where students often don't know what support is available or how to access it. When assistants designed to help are unclear, underused, or lacking in empathy, the result is missed opportunities for early intervention and increased pressure on already overwhelmed support staff. CDI helps universities design wellbeing assistants that serve as a first point of contact—offering private, accessible guidance that connects students to the right services at the right time. **Must Read for**: Student wellbeing and counseling directors, mental health services coordinators, student affairs and student services leadership, educational technology professionals implementing wellbeing tools, university administrators concerned with student retention and support, and crisis intervention and support staff managing student needs. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "You’ve got a Chatbot, but it’s not working for your students" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/insight-report-you-ve-got-a-chatbot-but-it-s-not-working-for-your-students" lang: en --- # You’ve got a Chatbot, but it’s not working for your students  "You've got a chatbot – but it's not working for your students" addresses the widespread problem of underperforming university chatbots that are technically live but failing to deliver student satisfaction or operational value. CDI emphasizes that fixing these systems requires building internal capability, strategy, skills, and governance, rather than just purchasing new technology. **Must Read for**: University IT directors and CIOs managing chatbot implementations, student services leaders responsible for student experience, educational technology teams overseeing conversational AI projects, university administrators evaluating digital transformation ROI, and procurement decision-makers considering how to optimize existing investments or avoid similar pitfalls in future implementations. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "CDI Courses for University Students" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/insights" lang: en ---  # Insights Expert insights on building better Conversational AI experiences in higher education. ## Chapters [You’ve got a Chatbot, but it’s not working for your students ](#7286d6ac-9145-4e73-801f-22736aacb6e1) [Proving the value of Conversational AI ](#1775fce4-91a9-4859-9766-32d6519fda08) [Supporting student wellbeing ](#29b0a2ba-fb74-48c6-8a36-f1690d4c7d74) [Helpdesks under pressure ](#bacd3ce0-81b1-46d2-a850-dcf8efc41228) [Staff wellbeing ](#f200ea82-4c58-45ba-a04c-87a222b9658d) [CDI’s Head of Higher Education: Dr Peter Thomas ](#a4d2214f-8114-49d1-bbfb-5ebea49b4cd2) ## You’ve got a chatbot, but it’s not working for your students  Your AI assistant isn't reducing tickets or improving satisfaction? The issue may not be the technology but what's behind it. [ Download ‘You’ve got a Chatbot’ ](/conversational-ai-for-higher-education/insight-report-you-ve-got-a-chatbot-but-it-s-not-working-for-your-students) ## Proving the value of Conversational AI  Without clear metrics, it's hard to justify AI investment or defend what's already live. Learn how to measure what matters and build a business case. [ Download ‘Proving the value of Conversational AI’ ](/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai) ## Supporting student wellbeing  Students need accessible, empathetic support, not barriers. Learn how to build wellbeing assistants that connect students with the right services, when they need them. [ Download ‘Supporting student wellbeing’ ](/conversational-ai-for-higher-education/insight-report-supporting-student-wellbeing) ## Helpdesks under pressure  Staff need fast answers to HR and IT questions, but internal AI assistants often fall short. Learn how to make what you have actually work. [ Download ‘Helpdesks Under Pressure’ ](/conversational-ai-for-higher-education/insight-report-helpdesks-under-pressure) ## Staff wellbeing  Staff struggle to find HR policies and wellbeing resources when they need them. Learn how to design AI assistants that deliver clarity, privacy, and support. [ Download ‘Staff Wellbeing and HR Navigation’ ](/conversational-ai-for-higher-education/insight-report-staff-wellbeing) ## CDI’s Head of Higher Education: Dr Peter Thomas  Dr Peter Thomas is Head of Higher Education for CDI. He is a strategic leader with over 25 years of global experience transforming higher education through technology, innovation and organisational design. His deep expertise in university transformation and AI strategy helps universities navigate the complex challenges facing modern higher education. Peter's international experience of transformation is combined with cross-sector knowledge from finance, technology, and government. He has secured multi-million-dollar investments, built global research and innovation networks in Europe, South East Asia and Australia, and designed global leadership programmes and AI-enabled upskilling frameworks that scale across institutions and entire industries. He has taught at undergraduate and postgraduate levels, supervised large PhD cohorts and designed masters’ and industry-facing programmes. Peter was educated at Leeds, Cambridge and Hull Universities and has a degree in Linguistics and Literature, a PhD in Computer Science and Psychology, fellowships including the RSA, BCS, and IET, international research leadership as Editor-in-Chief of a Springer Nature international research journal for 25 years, served as Professor, Head of School and Research Centre Director, and has held fellowships and visiting Professorships at universities including Melbourne University, Falmouth University, Newcastle University, Brunel University, RMIT University, The University of Western Australia and Beijing Normal University. His ORCHID ID is 0000-0003-4559-479X With deep technical knowledge and extensive C-suite advisory experience, Peter guides senior leadership teams through capability building, ensuring institutions can realise measurable outcomes for students, staff, and stakeholders. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Subscription Plans & Pricing" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/plans-pricing-student-courses" lang: en --- # Subscription Plans & Pricing Prepare your students for the AI economy with an industry-leading curriculum. ## University License Comparison | University License Comparison | Basic Access Starting at $12,500 | Intermediate Starting at $27,500 | Premium Custom Pricing | Premium Plus Custom Pricing | | -------------------------------------- | -------------------------------- | -------------------------------- | -------------------------- | --------------------------- | | Seats | Up to 50 | University-wide | University-wide | University-wide | | Access Period | 12 months | 12 months | 12 months | 12 months | | Course Access | 12-15 curated courses | 20-25 curated courses | Unlimited - full catalogue | Unlimited - full catalogue | | Foundational Conversational AI courses | | | | | | Ethics and responsible AI | | | | | | Strategy and design courses | | Limited selection | | | | Technical development courses | | Limited selection | | | | Advanced specialization courses | | Limited selection | | | | Regular new content updates | | | | | | LMS integration | | | | | | Bulk certifications | | | | | | Co-branded certificates | | | | | | White-label certificate option | | | | | | Dedicated account manager | | | | | | Dedicated account manager | | | | ✓ (Quarterly) | ## Student Benefits - Industry-recognised certifications that enhance employability - Stackable credentials aligned with career progression - Access to global community of 8,000+ certified professionals Watch video  “I think the content is absolutely spot on, and it's difficult to find the same content from other courses or from the internet. I also really like the examples that are provided throughout the course. I also like the career opportunities behind the certificate, because this institution worked their way to let many tech companies recognize them, so many companies actually recognize this certificate.” ) Aliena Cai Aliena Design LLC CEO & Product Design Lead ## How CDI can help Transform your university into a leader in Conversational AI education by offering students access to world-class professional training.  ## Contact us Our experts help universities design, build and maintain best-in-class Conversational AI. So if you want to hit the ground running or you need help scaling your team, get in touch. [ Get higher education support ](/conversational-ai-for-higher-education/higher-education-contact) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Team Training and Certification | CDI for Business" description: "Make your team smarter and take advantage of CDI’s Training and Certification programs." url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/team-training-and-certification" lang: en --- # Team Training: Build Conversational AI expertise Our programs teach your team the essentials in Conversation Design, AI Training, Prompt Design, and more, specifically tailored for higher education contexts. [ Book appointment with expert ](https://meetings.hubspot.com/peter1360) [ DOWNLOAD PRODUCT BROCHURE ](/conversational-ai-for-higher-education/conversational-ai-for-higher-education-brochure) Watch video  ## Solutions [](/conversational-ai-for-higher-education/assessment) Assessment [](/conversational-ai-for-higher-education/team-training-and-certification) Team Training & Certification [](/conversational-ai-for-business/standards-framework) CDI Standards Framework [](/conversational-ai-for-higher-education/consulting) Consulting ## Team training and certification Enterprise Training includes: - Access to 700+ educational videos and CDI's knowledge base - Customized university training and certification programs - Enterprise dashboard with team progress and reporting - Higher education-specific workshops and case studies - Expert office hours with education industry specialists - Access to recordings of webinars and educational events [ Explore courses ](/courses) ## Workshops Our hands-on, collaborative workshops are the perfect tool to bridge the gap between theory and practice. Boost your team’s confidence and turn your team into competent conversational AI professionals. Workshops are technology-agnostic and applicable to all industries. Programs usually consist of multiple sessions on a weekly or bi-weekly basis. Programs can be tailored to the skill and knowledge-level in the team. [ Contact Education Specialists ](/conversational-ai-for-higher-education/higher-education-contact)  ### CDI Method for Higher Education Learn about CDI's workflow for Conversational AI teams developed through client projects worldwide, now adapted for university environments. This workshop teaches the theoretical foundations and practical implementation of the CDI Method, helping you build scalable AI solutions that serve students, faculty, and staff effectively. Virtual or on-site Multiple hands-on workshops  ### Student Service Conversation Design Master the art of designing conversational flows for critical student touchpoints including admissions inquiries, course registration, financial aid, and support services. This workshop combines design patterns with higher education best practices, enabling your team to create intuitive conversational experiences that improve student satisfaction. Virtual or on-site Multiple hands-on workshops  ### Educational AI Training Develop expertise in building intent architectures that handle the unique complexity of university queries. This workshop teaches practical techniques for training AI systems to understand education-specific terminology and context. Virtual or on-site Multiple hands-on workshops  ### Multilingual Prompt Design Learn techniques for crafting effective prompts that serve international student populations and multilingual communities. This workshop covers cultural considerations, translation best practices, and testing methodologies to ensure your Conversational AI delivers consistent, helpful responses across languages while maintaining your institution's voice. Virtual or on-site Multiple hands-on workshops  ### Voice Design Explore the principles and practices of creating accessible voice-based conversational experiences. This workshop teaches you how to design voice interactions that accommodate diverse abilities and use cases, from hands-free navigation assistance to voice-enabled student services. Virtual or on-site Multiple hands-on workshops  ### Educational Persona Design Discover how to craft AI personalities that align with your institution's values, mission, and student audiences. This workshop guides you through the process of defining tone, language, and behavioral guidelines that feel authentic to your culture while maintaining professionalism, building student trust, and creating engaging conversational experiences. Virtual or on-site Multiple hands-on workshops ## Why universities choose CDI ### Education-specific expertise Deep experience in higher education through our global network of education specialists who understand institutional dynamics, student needs, and university values. ### Trust-centered philosophy Where others emphasise cost and control, we prioritize the quality of student experience and the trust it creates. Our expertise sits at the intersection of human-centered design, empathy, ethics, and communication. ### Proven industry framework Our CDI Standards Framework is validated across Fortune 500 companies and now tailored specifically for higher education contexts. ### Capability building focus We help institutions build sustainable Conversational AI strength, developing your Mindset, Skillset, Culture, and Systems for long-term success. ### Global community 8,000+ certified professionals advancing the practice of student-centric Conversational AI. ### Measurable impact Proven standards grounded in empathy, trust, and inclusion, delivering improvements in both student relationships and operational excellence. ### Technology independence Our assessments work with any platform or vendor, ensuring objective, student-first recommendations. ### Innovation leadership Always ahead of industry challenges with cutting-edge solutions that balance technological advancement with human values. ## Next steps to get started Read what’s working across universities, or benchmark your conversational AI maturity for free. [ Read our Insights ](/coming-soon)[ Free Conversational AI Maturity Assessment ](https://scorecard.conversationdesigninstitute.com/education)  ## Let's start a conversation. Are you ready to transform your university with student-centric Conversational AI? Go ahead and fill out the form. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI Readiness Workshop for Higher Education" url: "https://www.conversationdesigninstitute.com/conversational-ai-for-higher-education/workshops" lang: en --- # Conversational AI Readiness Workshop for Higher Education A 1-Day Intensive workshop that gives you everything you need to create great conversational experiences for your university [ Book appointment with expert ](https://meetings.hubspot.com/peter1360) [ Free maturity assessment ](https://scorecard.conversationdesigninstitute.com/education) Watch video  ## Solutions [](/conversational-ai-for-higher-education/assessment) Assessment [](/conversational-ai-for-higher-education/team-training-and-certification) Team Training & Certification [](/conversational-ai-for-business/standards-framework) CDI Standards Framework [](/conversational-ai-for-higher-education/consulting) Consulting ## About the Conversational AI Readiness Workshop For years, CDI has helped the world's most sophisticated organizations build truly intelligent, scalable conversational experiences. Now it's higher education's turn. Your students deserve better than clunky chatbots that can't answer basic questions. Your staff deserves tools that actually reduce their workload. Your institution deserves an AI strategy that delivers measurable ROI. This is a hands-on, strategic workshop designed for higher education that leaves you with: - A Comprehensive Maturity Assessment, only available to workshop participants, showing exactly where you stand - A 90-day action plan with prioritized quick wins - Practical frameworks for scaling - Real examples from universities that got it right - Suitable for 10-15 people from IT, Student Services, Digital Innovation Introductory Price: **US$8,000** (before March 2026) Standard Price: **US$12,000** ### Ready to Transform Your University's AI Strategy? Book your Conversational AI Readiness Workshop today. [ Download product brochure ](/conversational-ai-for-higher-education/conversational-ai-readiness-workshop-brochure) [ Contact Peter Thomas ](mailto:peter@cdi.cx) ## Workshop Agenda at a glance Our hands-on, collaborative workshops are the perfect tool to bridge the gap between theory and practice. Boost your team’s confidence and turn your team into competent conversational AI professionals. ### The State of Conversational AI in Higher Education - What's working at other universities - Common mistakes and failures - The ROI case: student satisfaction, staff efficiency, enrollment impact Virtual or on-site ### The CDI Standards Framework - Human-centered design principles for university contexts - Live examples from student services, admissions, IT helpdesk Virtual or on-site ### Hands-On Exercise - Groups design a conversation flow for one pain point - CDI facilitator provides feedback - Key concepts - intent design, error handling, escalation Virtual or on-site ### Extended Maturity Assessment - Review your current state - Gap analysis and quick wins - Prioritization framework Virtual or on-site ### Roadmap Workshop - Participants build a 90-day action plan - Identify internal champions and governance structure - Define success metrics - Q&A on implementation Virtual or on-site                                              ## Why CDI? Conversation Design Institute (CDI) develops the methods, skillsets, and standards that enable organizations to scale high-quality conversational experiences. With offices in Austin and Amsterdam, CDI teaches thousands worldwide to create better AI Assistants and works directly with enterprises to build the capabilities needed to support and scale them. Our expertise in higher education and our CDI Standards Framework ensure an approach grounded in evidence, experience, and successful team development. [ Case studies ](/case-studies) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational Capital: Measure What Your AI Conversations Build" description: "Containment and CSAT measure efficiency, not trust. Conversational Capital is CDI's framework for scoring what your AI conversations build, or burn, across millions of interactions." url: "https://www.conversationdesigninstitute.com/conversational-capital" lang: en ---  # Conversational Capital Every conversation between your AI agents and your customers is either a deposit into the trust your brand has built, or a withdrawal from it. We call it Conversational Capital. It's a rigorous framework for measuring what your AI conversations build across the millions of customer interactions you deliver. ## Most companies are measuring the wrong thing Today's dashboards measure efficiency, and on efficiency the numbers look healthy. What they don't measure is trust, which drains quietly underneath them. By the time it surfaces in a metric, the damage is already done. 01  ### Containment is rising And so is the call volume on the same topics. The AI claims success in its logs while customers find another door. This is false containment, and it's where most of the invisible value destruction lives. 02  ### CSAT is stable Complaints are not. The customers who give up halfway through don't complete surveys. The metric is filtered toward the people who already got what they wanted. 03  ### AHT is down Trust is going with it. Speed measures how cheaply the call was handled. Not what the conversation left behind in the customer's head. “Stop thinking of conversations as costs to be managed. Start thinking of them as moments where an asset is built or destroyed.” ) Hans van Dam CEO, Conversation Design Institute ## A framework, not an opinion Conversational Capital is measured through three lenses. Together, they map what every AI conversation is building, or burning. ### The Empathy–Agency Grid Two axes: how much the system cares (empathy) and how much it can do (agency). The map underneath everything else we measure.  ### The Conversational Value Curve Three zones: Permission, Progress and Memory. Permission is the licence to operate, Progress is effort taken out, Memory is where loyalty forms. Reach for delight before you have permission and it lands as intrusion.  ### The Holonic Stack Five levels of maturity, from Functional through Memorable. Each includes the ones below. Skip a rung and the experience feels broken even when it looks clever.  ## What we measure ### Value Drivers The substance of the conversation and whether the AI talks well, shows up for the topics that matter, and resolves at the right pace: Craft (how well it converses) Stake coverage (does it handle what matters) Velocity (resolution at the right pace) Craft Stake coverage Velocity ### Trust Signals The trust evident in interactions and whether customers come back willingly, come back angry, or stop coming back at all: VSR (does human contact actually drop) Friction events (loops, dead ends, repeated questions) Sentiment decay (customer's tone deteriorating) VSR Friction events Sentiment decay Together, they deliver a single score, your Conversational Capital Rating (CCR), that shows you how your Conversational Capital being created or lost, and you can see exactly what to do about it. ## Somewhere to get to We plot your conversational AI deployment by trust and capability showing exactly where you are now and then help you do the work to get where you want to be, from wherever you are now.  ## Where to start Five ways to begin building Conversational Capital, depending on where you are now. [](#contact-conversational-ai-for-business) ## Baseline Assessment We read a sample of your real conversations alongside the volume reports you already run, and return your Conversational Capital Rating: a score for whether your AI is building trust or burning it. You also get your position on the Holonic Stack, and three to five fixes ranked in the order worth doing them. [ Talk to us ](#contact-conversational-ai-for-business) [](#contact-conversational-ai-for-business) ## The Dashboard Continuous measurement after the Baseline. You see your rating move month to month, the value being built and the value being lost, and a topic heatmap showing where trust is made and where it leaks. It catches Emotional Debt while it's still cheap to fix, before it shows up in your customer numbers. [ Talk to us ](#contact-conversational-ai-for-business) [](#contact-conversational-ai-for-business) ## Consulting Focused engagements that lift the layers your Baseline flags weakest: Trust Foundations, Behavioural Design, Contextual Memory. We work alongside your team rather than handing over a report and leaving. Each engagement ends with a re-assessment, so you can see the score moved, and by how much. [ Talk to us ](#contact-conversational-ai-for-business) [](#contact-conversational-ai-for-business) ## Build Your Capability Train your team to design AI that builds capital instead of burning it. The Agentic Experience Design programme runs the full method: Strategize, Design, Build, Evaluate. It comes in three sizes, Flagship, Foundations, or Complete Capability, so you can match the depth to where your team is now. [ Talk to us ](#contact-conversational-ai-for-business) [](#contact-conversational-ai-for-business) ## Get Certified Annual recognition for organisations that hold their Conversational Capital, with a Certified Conversational Capital Steward badge to show for it. Use it on your annual report, your careers pages, and your RFPs. It's external proof that you treat trust as an asset, not an afterthought. [ Talk to us ](#contact-conversational-ai-for-business) ## Enterprises we work with                   ## The Conversational Capital Index In 2026, CDI will publish the first Conversational Capital Index: a periodic, industry-by-industry view of how the major conversational AI deployments are performing.  ## Explore Conversational Capital  Play ### What is Conversational Capital? Conversational Capital is the accumulated trust and goodwill built through every customer interaction; think of it as a trust bank, where each conversation is a deposit or a withdrawal.  Play ### Emotional Debt Emotional Debt is Conversational Capital in reverse: too many withdrawals from the trust bank, built up across millions of interactions. Learn how the debt builds, how to spot it, and why you fix the root cause before it shows up in public. [](https://a.storyblok.com/f/323168/x/3d21de8a93/conversational-capital-from-builders-to-stewards.pdf) ## From Builders to Stewards Every organisation has Builders who make the system work, and the better ones have poets who make it worth talking to. Almost none have the third role: someone who owns Conversational Capital as an asset, accountable for whether it grows or erodes over years, not sprints. This paper makes the case for the Steward: the role that owns the relationship over time, and the one it argues will define the next decade. [ Download PDF ](https://a.storyblok.com/f/323168/x/3d21de8a93/conversational-capital-from-builders-to-stewards.pdf) [](https://hansvandam.substack.com/) ## Hans van Dam on Conversational Capital Hans's weekly notes on Conversational Capital: short, regular pieces working through the idea as AI takes over more of the conversation; what trust is worth, where it's built, and where it's lost. Subscribe to follow the thinking as it develops. [ Subscribe ](https://hansvandam.substack.com/) [Our primer on Conversational Capital](https://a.storyblok.com/f/323168/x/f0d9a1af69/conversational-capital-primer.pdf) ) ### [Our primer on Conversational Capital](https://a.storyblok.com/f/323168/x/f0d9a1af69/conversational-capital-primer.pdf) What Conversational Capital is, how you build it through Empathy and Agency, and how you protect it through governance. [ Download PDF ](https://a.storyblok.com/f/323168/x/f0d9a1af69/conversational-capital-primer.pdf)  Coming 2026 ## Conversational Capital: The book Hans's book on Conversational Capital will be published in 2026\. It is the authoritative guide to Conversational Capital and how it drives business value. [ get notified on release ](/contact) ## FAQ ### What is Conversational Capital? The trust and goodwill your customer interactions build over time; every conversation is a deposit or a withdrawal. When everyone has the same AI, trust is the differentiator. CDI's Conversational Capital Assessment discovers how you are building Conversational Capital. ### What is Emotional Debt? Conversational Capital in reverse: the trust you burn when AI is clumsy, curt, or wrong at scale. It hides in the dashboards. A CDI assessment finds where it's accruing before customers leave. ### How do you build Conversational Capital? Understand the customer, and get things done for them. CDI builds your skills through our Agentic Experience Design workshops and courses in our Academy. ### How do you measure trust in AI conversations? Containment and CSAT miss it. CDI scores it with the Conversational Capital Rating: one number for whether your AI is building trust or burning it, from a Conversational Capital Assessment. ### What is a Conversational Capital Assessment? A structured diagnostic of whether your AI conversations build or burn trust. You get a Conversational Capital Rating and a prioritised set of fixes. ### How do we get started? Start with a Baseline Assessment: we read your conversation logs and return your Conversational Capital Rating, your position on the Holonic Stack, and the three to five fixes worth doing first. ### We already have a chatbot. Is it too late? No; that's usually the right time. An assessment shows whether what you've already shipped is building trust or quietly burning it, and where the Emotional Debt is accruing before it shows up in your numbers. ### Can you help us fix what the assessment finds? Yes. The assessment is the starting point, and our consulting engagements lift what's weakest. We then do a re-assessment that shows how your score has moved. ## Start the conversation Tell us what you're building. We'll respond with where we think Conversational Capital is being created, where it's being burned, and what we'd do next. ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon.  Trust is built one conversation at a time ## Conversational Capital Summit April 29-30 2027 | [NORRSKEN HOUSE](https://www.norrsken.org/houses/barcelona) | BARCELONA [ conversational.capital ](https://conversational.capital/) --- --- title: "CDI at the Engage Customer Summit" description: "Met us at the Engage Customer Summit? Read the Conversational Capital whitepaper, see the summit offer, and find out whether your AI is building customer trust or burning it." url: "https://www.conversationdesigninstitute.com/engage-customer-summit" lang: en ---  # Get AI conversations right Thanks for visiting CDI at the Engage Customer Summit. Every conversation your AI has with a customer either builds trust or burns it. We call it Conversational Capital. Read our whitepaper, see our offer for you at the Engage Customer Summit, and start the conversation about getting AI conversations right.                   ## Our offer to you at the Engage Customer Summit ### Is it built right? Our [Light Assessment](/conversational-ai-for-business/assessment) reviews your assistant against the CDI Standards and tells you what's wrong, in priority order, with a roadmap to put it right. ### Is it building trust? Our Conversational Capital Baseline Assessment reads a sample of your real conversations and returns one score for whether they're building the trust your brand depends on, or quietly spending it, with the three to five fixes worth doing first. ### Leadership readout We run both together, and [Hans van Dam](/%5Fauthors/hans-van-dam), CDI's CEO, reads out the results to your leadership team in person. ### Ten places Ten places for organisations that commit at the summit. Half your fee is credited against a [comprehensive assessment ](/conversational-ai-for-business/assessment)or a [consulting](/conversational-ai-for-business/consulting) engagement signed within 90 days. # Whitepaper: Conversational Capital: the asset you're already managing but not yet measuring  Our whitepaper on the trust your AI is building, or spending, with every customer conversation, and how to put a number on it. It covers: - why the numbers on your dashboard can look healthy while trust drains underneath them - the six laws of Conversational Capital - who in your organisation should own this as an asset - what to fix first - how one score, your Conversational Capital Rating, tells you whether your AI is building trust or burning it. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail “Stop thinking of conversations as costs to be managed. Start thinking of them as moments where an asset is built or destroyed.” ) Hans van Dam Conversation Design Institute CEO ## Your dashboards look healthy. Trust can drain underneath them. Three numbers that can hide the problem. Each measures how efficiently a conversation was handled but none of them measures what it did to the customer's trust. That gap is what Conversational Capital measures. 01  ### Containment is rising So are calls about the same topics. The AI logs a success; the customer gives up and finds another way in. Your dashboard counts the first and never sees the second. 02  ### CSAT is stable Complaints are not. The customers who gave up halfway never fill in the survey, so the score is drawn from the people who already got what they wanted. 03  ### Handling time is down Speed tells you what the call cost. It doesn't tell you what the conversation left behind: a customer who trusts you a little more, or a little less. ## Learn more about Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. ## Work with our experts However you work with us, the outcome is the same: AI conversations that are measured, fixed, governed, and run by people trained to keep them right. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ) ### [Assessment](/conversational-ai-for-business/assessment) Before you decide what to fix, you need an honest read on where you stand, scored against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Tools change every quarter. Trained, certified people are what compounds. Professionals, certified against the standards used inside Vodafone, NatWest, and many others. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ) ### [Consulting](/conversational-ai-for-business/consulting) Some agentic AI work needs senior practitioners. CDI sends people who've built and rebuilt AI agents inside banks, insurers, healthcare providers and public-sector teams. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run, working to the CDI Standards and the CDI Method. [ read more ](/conversational-ai-for-business/forward-deployed-experts) ## Ways that CDI can help you get AI conversations right [](/conversational-ai-for-business/where-you-stand) Find out where we stand [](/conversational-ai-for-business/fix) Fix something that isn't working [](/conversational-ai-for-business/build) Build or evolve a Conversational AI experience [](/conversational-ai-for-business/team-capability) Build the team's capability [](/conversational-ai-for-business/up-to-speed) Get up to speed at my own pace --- --- title: "Allegra Guinan" url: "https://www.conversationdesigninstitute.com/expert/allegra-guinan" lang: en ---  # Allegra Guinan Blog Author **Allegra Guinan** is co-founder and CTO of Lumiera, a boutique advisory firm helping senior leaders build responsible AI strategies. With a background in data engineering and enterprise engineering, she has spent her career bridging technical teams and business stakeholders — guiding organizations through complex AI implementations with a focus on ethics, transparency, and real-world outcomes. Allegra is a recognized voice on voice agent design and responsible AI, speaking at events including the MLOps Community's Agents in Production conference and appearing on podcasts including Practical AI and Generationship. Her work challenges common assumptions in AI design — from how voice interfaces build or erode trust, to why responsible AI requires more than principles on paper. Her writing on the CDI blog covers voice agent design, responsible AI strategy, and the practical leadership decisions that determine whether enterprise AI succeeds or fails. [  ](https://www.linkedin.com/in/allegraguinan/) ## Articles by Allegra [How to Govern AI: Building value and managing risk in practi…](/blog/building-value-and-managing-risk-in-practice) ) ### [How to Govern AI: Building value and managing risk in practi…](/blog/building-value-and-managing-risk-in-practice) In this CDI webinar, Allegra Guinan explores what effective AI governance looks like across the full… Mar 27, 2026 4 min read --- --- title: "Anne Cantera" url: "https://www.conversationdesigninstitute.com/expert/anne-cantera" lang: en ---  # Anne Cantera Blog Author **Anne Cantera** is an AI solutions consultant specializing in agent orchestration, conversation design, and voice systems. With experience spanning telecom, legal tech, healthcare, and enterprise AI strategy, she helps organizations move beyond the AI hype and build systems that deliver measurable results — from improved customer experiences to leaner operations. Anne bridges design, product, and engineering to create AI solutions that work in the real world. She is the creator of VoiceofAI.io, a free upskilling resource for designers entering the AI space, and is developing Agent Modus, a platform for visualizing and orchestrating multi-agent workflows. She also co-hosts _Swarmathon_, a podcast on AI for good, and hosts _DESIGNathon_, an event at the intersection of AI and design. Her writing on the CDI blog covers conversation design, multi-agent systems, voice AI, and practical AI implementation strategy. [  ](https://www.linkedin.com/in/anne-cantera/) ## Articles by Anne [My Predictions for Conversation Design: 2026 and Beyond](/blog/predictions-for-conversation-design-2026-and-beyond) ) ### [My Predictions for Conversation Design: 2026 and Beyond](/blog/predictions-for-conversation-design-2026-and-beyond) Explore the future of conversation design by 2026, focusing on evolving roles, adaptive UIs, and the… Jan 8, 2026 6 min read --- --- title: "Cindy Cardol" url: "https://www.conversationdesigninstitute.com/expert/cindy-cardol" lang: en ---  # Cindy Cardol Blog Author **Cindy Cardol** is an AI Consultant at the Conversation Design Institute, bringing hands-on enterprise experience from ABN AMRO Bank, where she spent over four years shaping one of the Netherlands' most prominent conversational AI programs. She started as a Senior Conversation Designer on chatbot Anna — ABN AMRO's award-nominated AI assistant — then grew into a Lead Conversation Designer role, building and training decentralized content teams before moving into AI business development. Cindy is a CDI-certified conversation design trainer and has spoken at international events including the Conversation Design Summit. Her background spans content strategy, UX, and conversational AI, giving her a practical, end-to-end perspective on what it takes to build AI assistants that work at scale inside large enterprises. Her writing on the CDI blog covers conversation design in financial services, building enterprise AI teams, and the practitioner's view of scaling chatbots from pilot to production. [  ](https://www.linkedin.com/in/cindy-cardol-751a897b/) ## Articles by Cindy [Hybrid systems over hype](/blog/hybrid-systems-over-hype) ) ### [Hybrid systems over hype](/blog/hybrid-systems-over-hype) About the author: In her role as Client Strategy Lead at CDI, Cindy partners with organizations to b… Jul 2, 2026 4 min read [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) ) ### [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) Trust isn't just built through words. In voice AI, tone, rhythm, and pronunciation shape every inter… Jul 2, 2026 4 min read [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) ) ### [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) An AI agent can complete a task perfectly and still damage customer trust. This article explores why… Jun 22, 2026 5 min read [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) ) ### [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) Discover why trust, context, and conversational design are becoming the defining factors of successf… Jun 19, 2026 4 min read [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) ) ### [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) AI models may be trained on billions of words, but that doesn't mean they understand people. This ar… Jun 17, 2026 4 min read --- --- title: "Conversation Design Institute" url: "https://www.conversationdesigninstitute.com/expert/conversation-design-institute" lang: en ---  # Conversation Design Institute Blog Author **Conversation Design Institute** is the world's leading training, certification, and advisory institute for conversational AI professionals. Founded in 2018 and headquartered in Amsterdam and Austin, CDI works with enterprises globally across two practices: an Academy that has certified thousands of conversation designers and AI trainers, and a consulting arm that helps organizations design, build, and scale high-performing AI assistants. Articles published under the CDI name are written by our in-house team of conversation designers, AI consultants, and industry experts. Together, they bring hands-on experience from hundreds of enterprise deployments across industries including finance, telecom, healthcare, and government. Their writing covers conversation design best practices, conversational AI strategy, generative AI, agentic AI, and the skills and standards shaping the future of human-AI interaction. [  ](https://www.linkedin.com/company/conversation-design-institute) ## Articles by Conversation [Growing a Conversation Design Practice](/blog/growing-a-conversation-design-practice) ) ### [Growing a Conversation Design Practice](/blog/growing-a-conversation-design-practice) In this episode of Unprompted, Hans van Dam speaks with Grace Hughes, Conversation Design Director a… Mar 6, 2026 6 min read [New Course Release: Design Patterns in Conversational AI](/blog/course-release-design-patterns-in-conversational-ai) ) ### [New Course Release: Design Patterns in Conversational AI](/blog/course-release-design-patterns-in-conversational-ai) This blog introduces the newly launched Design Patterns course from the Conversation Design Institut… Mar 4, 2026 10 min read [A Practical Learning Path for Building Human-Centred Convers…](/blog/learning-path-for-building-human-centred-conversational-ai) ) ### [A Practical Learning Path for Building Human-Centred Convers…](/blog/learning-path-for-building-human-centred-conversational-ai) Across four courses, you’ll learn how to design, build, evaluate, and improve AI assistants using pr… Feb 9, 2026 4 min read [Conversational AI in 2026: What (We Think) Still Matters](/blog/conversational-ai-in-2026-webinar) ) ### [Conversational AI in 2026: What (We Think) Still Matters](/blog/conversational-ai-in-2026-webinar) The webinar Conversational AI in 2026: What (We Think) Still Matters. In this session, CDI’s consult… Jan 28, 2026 4 min read [Career Building in Conversational AI: From First Portfolio t…](/blog/career-building-in-conversational-ai) ) ### [Career Building in Conversational AI: From First Portfolio t…](/blog/career-building-in-conversational-ai) Hillary Black joins CDI’s Rachel Whitehorn to unpack how conversation design roles are evolving, fro… Dec 22, 2025 6 min read [Voice First, Future Ready: Why Voice-First Design and Chatbo…](/blog/voice-conversational-ai-design-webinar-verint) ) ### [Voice First, Future Ready: Why Voice-First Design and Chatbo…](/blog/voice-conversational-ai-design-webinar-verint) Join CDI & Verint on Sept 18 to explore generative AI in voice design. Learn strategies, real-world… Sep 10, 2025 4 min read [July Open Webinar with COPC Inc](/blog/july-webinar--copc) ) ### [July Open Webinar with COPC Inc](/blog/july-webinar--copc) The webinar titled "Scaling AI in CX: Avoiding the Pitfalls and Building for Impact" comes in advanc… Jul 2, 2025 4 min read [New Course Release: Designing Digital Humans](/blog/digital-humans-course) ) ### [New Course Release: Designing Digital Humans](/blog/digital-humans-course) Digital humans are revolutionizing how we interact with technology— our new course gets you up to sp… May 5, 2025 4 min read [May Business Solutions Webinar Series](/blog/May-Business-Solution) ) ### [May Business Solutions Webinar Series](/blog/May-Business-Solution) On the back of a successful series launch in April, the weekly 30-minute webinars will return in May… Apr 25, 2025 3 min read [CDI Talks AI Agents at KPMG Hackweek 2025](/blog/cdi-kpmg-hackweek) ) ### [CDI Talks AI Agents at KPMG Hackweek 2025](/blog/cdi-kpmg-hackweek) Recently, our own Jurgen Gravestein joined industry leaders at KPMG's innovative Hackweek 2025 event… Apr 16, 2025 4 min read [May Webinar: Conversational AI Maturity](/blog/conversational-ai-maturity-webinar) ) ### [May Webinar: Conversational AI Maturity](/blog/conversational-ai-maturity-webinar) Looking to take your organization's conversational AI program to the next level? Our upcoming webina… Apr 11, 2025 3 min read [New Course Release: Mastering Content Structure for LLMs](/blog/content-structure-llm-course) ) ### [New Course Release: Mastering Content Structure for LLMs](/blog/content-structure-llm-course) This course deep dives into why structured content is essential for delivering effective, compliant,… Mar 28, 2025 4 min read [CDI Rebrand & Next-Gen Learning Platform](/blog/conversation-design-institute-rebrand-next-gen-learning) ) ### [CDI Rebrand & Next-Gen Learning Platform](/blog/conversation-design-institute-rebrand-next-gen-learning) Amsterdam & Austin based Conversation Design Institute (CDI), the global leader in Conversational AI… Mar 3, 2025 4 min read [Career paths in Conversational AI](/blog/career-paths-in-conversational-ai-and-generative-ai) ) ### [Career paths in Conversational AI](/blog/career-paths-in-conversational-ai-and-generative-ai) The world of conversational AI offers exciting career opportunities for individuals passionate about… Feb 26, 2025 5 min read --- --- title: "Endre Davids" url: "https://www.conversationdesigninstitute.com/expert/endre-davids" lang: en ---  # Endre Davids Blog Author **Endre Davids** is the founder and CEO of Seamly, a technology company that voicifies conversational platforms, enabling them to extend seamlessly to the phone channel. With a background in digital innovation and conversational AI, he focuses on helping businesses scale more natural, voice-driven customer interactions. [  ](https://www.linkedin.com/in/endredavids/) ## Articles by Endre [The 10 Things You Need to Consider When Scaling from Chat to…](/blog/seamly-the-10-things-you-need-to-consider-when-scaling-from-chat-to-voice) ) ### [The 10 Things You Need to Consider When Scaling from Chat to…](/blog/seamly-the-10-things-you-need-to-consider-when-scaling-from-chat-to-voice) In this article, the team at Seamly shares what actually changes when scaling a conversational syste… Mar 10, 2026 8 min read --- --- title: "Hans van Dam" url: "https://www.conversationdesigninstitute.com/expert/hans-van-dam" lang: en ---  # Hans van Dam Blog Author **Hans van Dam** is co-founder and CEO of Conversation Design Institute, the world's leading training and certification institute for conversational AI professionals. He began his career as a copywriter for science and technology companies, became a chatbot designer in 2014, and co-founded CDI in 2018 to establish the methods, standards, and skillsets the industry was missing. Hans is the creator of the CDI Method and CDI Standards Framework — a systematic approach to designing and scaling AI assistants that is now used by enterprises including Walmart, JP Morgan, Google, and ABN AMRO. He is also the originator of Conversational Capital and Agentic Experience Design, CDI's strategic frameworks for helping organizations build trust and relationship value through AI-powered conversations at scale. He hosts the _Unprompted_ podcast and delivered the world's first TED Talk written by ChatGPT. His writing on the CDI blog covers conversational AI strategy, agentic AI, conversation design best practices, and the future of human-AI interaction. [  ](https://www.linkedin.com/in/follow-hvdam/) ## Articles by Hans [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) ) ### [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) Learn why autonomous AI agents require fundamentally different design methodology than chatbots, and… May 22, 2026 6 min read [How to Build a Conversational AI Platform That Scales](/blog/how-to-build-a-conversational-ai-platform-that-scales) ) ### [How to Build a Conversational AI Platform That Scales](/blog/how-to-build-a-conversational-ai-platform-that-scales) Alan Nichol (RASA) and Hans van Dam (CDI) discuss what it takes to build conversational AI platforms… Mar 6, 2026 5 min read [From Cost Saver to Revenue Driver: Conversational AI Comes o…](/blog/conversational-ai-finally-becomes-a-sales-channel) ) ### [From Cost Saver to Revenue Driver: Conversational AI Comes o…](/blog/conversational-ai-finally-becomes-a-sales-channel) Agentic AI is transforming chatbots from support tools into real sales engines. Connected to produc… Feb 17, 2026 5 min read [Conversation Design Institute at Rasa CALM SUMMIT NYC](/blog/cdi-at-rasa-calm-summit) ) ### [Conversation Design Institute at Rasa CALM SUMMIT NYC](/blog/cdi-at-rasa-calm-summit) On Wednesday October 30th, Hans van Dam (CEO of Conversation Design Institute) and Luke Kempen (Prac… Nov 8, 2024 3 min read [CEO Hans van Dam delivers inspiring TED Talk](/blog/the-world-first-ai-generated-ted-talk) ) ### [CEO Hans van Dam delivers inspiring TED Talk](/blog/the-world-first-ai-generated-ted-talk) CDI’s founder and chatbot expert Hans van Dam has delivered the world’s first TED Talk written by Ch… Sep 26, 2023 3 min read [Why ethics is important in Conversation Design](/blog/why-ethics-is-important-in-conversation-design) ) ### [Why ethics is important in Conversation Design](/blog/why-ethics-is-important-in-conversation-design) What have ethics got to do with chatbot design? Well, if you’re part of the ecosystem that’s buildin… May 26, 2023 4 min read --- --- title: "Jasper Klimbie" url: "https://www.conversationdesigninstitute.com/expert/jasper-klimbie" lang: en ---  # Jasper Klimbie Blog Author **Jasper Klimbie** is Sr. Conversational AI Consultant at CDI, the strategy and delivery branch of the Conversation Design Institute. With a background in creative writing and copywriting, he found his way into conversational AI by designing the Dutch personality and dialogue for Google Assistant — an experience that shaped his human-first approach to AI design. At CDI, Jasper designs, builds, and optimizes AI assistants for enterprise clients across industries, including a two-year engagement with the Dutch Immigration and Naturalisation Service (IND) to launch their chatbot Sofia. He also contributes to the CDI Academy as a masterclass instructor and course content creator, and regularly speaks at industry events and webinars on topics including conversational AI maturity and the combination of NLU and LLMs. His writing on the CDI blog covers conversation design in practice, AI assistant implementation, and real-world lessons from enterprise deployments. [  ](https://www.linkedin.com/in/jasper-klimbie/) ## Articles by Jasper [The business case for conversation design](/blog/business-case-for-conversation-design) ) ### [The business case for conversation design](/blog/business-case-for-conversation-design) When you think about it, conversations are at the heart of everything. Metaphorically speaking we co… Feb 7, 2025 4 min read [AI Assistants for Knowledge Management](/blog/ai-assistants-for-knowledge-management) ) ### [AI Assistants for Knowledge Management](/blog/ai-assistants-for-knowledge-management) Conversational AI and generative AI have unlocked entirely new business models and are shifting our… Nov 28, 2024 3 min read [Lectures at the Amsterdam University of Applied Sciences](/blog/teaching-the-next-generation-of-conversation-designers) ) ### [Lectures at the Amsterdam University of Applied Sciences](/blog/teaching-the-next-generation-of-conversation-designers) How do you inspire and engage people who have grown up with conversational interfaces all around the… Sep 11, 2024 3 min read --- --- title: "Joseph Pagano" url: "https://www.conversationdesigninstitute.com/expert/joseph-pagano" lang: en ---  # Joseph Pagano Blog Author **Joseph Pagano** is a hands-on product leader with a track record across AI, healthcare, and B2B marketplaces, he has brought multiple products to market, led replatforming efforts that accelerated private equity exits, and productized AI consulting service lines — all while managing cross-functional teams spanning product, engineering, GTM, and customer service. Joseph holds an MBA from the Wisconsin School of Business and a BA from Northwestern University, and is certified by CDI in conversation design, conversational copywriting, and AI training. He thrives in high-growth, high-ambiguity environments and has particular expertise helping growth-stage companies and enterprises translate AI strategy into measurable operational results. His writing on the CDI blog covers conversational AI product strategy, scaling AI operations, and building the organizational capabilities needed to turn AI investments into business outcomes. [  ](https://www.linkedin.com/in/pagano/) ## Articles by Joseph [How to build a full-stack Conversational AI team](/blog/full-stack-conversational-ai-team) ) ### [How to build a full-stack Conversational AI team](/blog/full-stack-conversational-ai-team) As we roar into 2025, CDI is preparing to launch a new assessment service based on the CDI Standards… Jan 21, 2025 4 min read --- --- title: "Jurgen Gravestein" url: "https://www.conversationdesigninstitute.com/expert/jurgen-gravestein" lang: en ---  # Jurgen Gravestein Blog Author **Jurgen Gravestein** is a conversation designer, writer, and AI consultant, and was employee number one at the Conversation Design Institute. During his years at CDI Services, he helped global enterprises design and deploy human-centric AI assistants, and became a recognized voice in the conversational AI field through his writing, podcast appearances, and newsletter _Teaching Computers How to Talk_. He has since moved to NiCE Cognigy, where he works as a Delivery Solutions Architect. Jurgen writes at the intersection of conversation design, LLMs, and the practical realities of building AI assistants that work — blending technical depth with a writer's instinct for clarity. His articles on the CDI blog cover conversation design principles, the evolving role of the conversation designer, and the human side of AI. [  ](https://www.linkedin.com/in/jurgen-gravestein/) ## Articles by Jurgen [Generative AI: the pros, cons and considerations](/blog/generative-ai-pros-cons-and-question-marks) ) ### [Generative AI: the pros, cons and considerations](/blog/generative-ai-pros-cons-and-question-marks) Since the launch of ChatGPT, a lot has happened. Large language models (LLMs) have inspired a wave o… Feb 14, 2025 3 min read [Stakeholder Management in Conversational AI](/blog/stakeholder-management-in-conversational-ai) ) ### [Stakeholder Management in Conversational AI](/blog/stakeholder-management-in-conversational-ai) Success isn't just about building sophisticated chatbots, virtual assistants or AI agents. It's also… Jan 15, 2025 3 min read [How to build a successful Conversation Design Practice](/blog/how-to-build-a-successful-conversation-design-practice) ) ### [How to build a successful Conversation Design Practice](/blog/how-to-build-a-successful-conversation-design-practice) Conversation design has evolved from a niche specialty to a critical enterprise function. As organiz… Jan 8, 2025 4 min read [Introduction to conversation design: why, what and how](/blog/introduction-to-conversation-design) ) ### [Introduction to conversation design: why, what and how](/blog/introduction-to-conversation-design) Conversation design is the practice of making AI assistants more helpful and natural when they talk… Sep 19, 2024 5 min read --- --- title: "Michelle Parayil" url: "https://www.conversationdesigninstitute.com/expert/michelle-parayil" lang: en ---  # Michelle Parayil Blog Author **Michelle Parayil** is a Conversational AI specialist and Experience Design leader with over seven years of hands-on experience delivering enterprise-grade AI solutions across global markets. An engineer by degree, she has designed and scaled more than 100 virtual assistants, authored multiple conversation design playbooks, and founded the Conversation Design team at Jio Haptik, one of the world's largest conversational AI platforms. As former Head of Academy at the Conversation Design Institute, she helped enterprises and startups develop conversational AI product strategy and build team capabilities in human-centered AI design. She has since moved to the Central Bank of the UAE, where she applies that expertise at the intersection of AI and financial services. She is also an active mentor to emerging AI practitioners, having guided hundreds of professionals through ADPList, industry workshops, and events worldwide. Her writing on the CDI blog covers conversational AI product strategy, conversation design best practices, generative AI, prompt engineering, and what it takes to build and lead high-performing AI teams. [  ](https://www.linkedin.com/in/michelleparayil/) ## Articles by Michelle [5 tips to go from Pitch to Product](/blog/five-tips-to-go-from-pitch-to-product) ) ### [5 tips to go from Pitch to Product](/blog/five-tips-to-go-from-pitch-to-product) On Thursday September 19th, Michelle Parayil, long-time Conversation Design practitioner and Academy… Sep 19, 2024 3 min read --- --- title: "Peter Thomas" url: "https://www.conversationdesigninstitute.com/expert/peter-thomas" lang: en ---  # Peter Thomas Blog Author **Dr. Peter Thomas** is Head of Higher Education at the Conversation Design Institute, bringing over 25 years of global experience in university transformation, AI strategy, and organisational design. He has secured multi-million-dollar investments, built international research and innovation networks across Europe, South East Asia, and Australia, and designed AI-enabled upskilling frameworks that scale across institutions and industries. Peter holds a degree in Linguistics and Literature and a PhD in Computer Science and Psychology from Leeds, Cambridge, and Hull Universities. He is a fellow of the RSA, BCS, and IET, and has held visiting professorships at institutions including Melbourne, RMIT, Brunel, and Beijing Normal University. His writing on the CDI blog covers AI strategy in higher education, institutional capability building, and the future of learning. [  ](https://www.linkedin.com/in/thomaspj/) ## Articles by Peter [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) ) ### [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) Demand for AI talent has grown fivefold in just one year, with job postings requesting AI skills inc… May 11, 2026 7 min read [Trust is the currency of conversational AI in higher educati…](/blog/trust-is-the-currency-of-conversational-ai) ) ### [Trust is the currency of conversational AI in higher educati…](/blog/trust-is-the-currency-of-conversational-ai) Universities worldwide face a crisis of confidence while struggling to deploy intelligent assistants… May 11, 2026 8 min read [Why Your University Needs a Conversational AI Strategy (Not…](/blog/why-universities-need-a-conversational-ai-strategy) ) ### [Why Your University Needs a Conversational AI Strategy (Not…](/blog/why-universities-need-a-conversational-ai-strategy) Walk into any leadership meeting today and you'll hear the same refrain: "We need a chatbot." Admiss… May 6, 2026 10 min read [The Careers Service Crisis: Why AI Alone Won't Save You](/blog/careers-service-crisis) ) ### [The Careers Service Crisis: Why AI Alone Won't Save You](/blog/careers-service-crisis) It’s no exaggeration to say that careers services in universities are in crisis. Restructures, skele… May 6, 2026 5 min read [The Voice-First Campus](/blog/the-voice-first-campus) ) ### [The Voice-First Campus](/blog/the-voice-first-campus) Your students already live in a voice-first world. Over 62 per cent of adults use voice assistants r… Apr 30, 2026 11 min read [The Conversational Infrastructure: moving beyond the chatbot…](/blog/conversational-infrastructure-chatbot-higher-education) ) ### [The Conversational Infrastructure: moving beyond the chatbot…](/blog/conversational-infrastructure-chatbot-higher-education) Peter Thomas is Senior Adviser for Higher Education Strategy at CDI, where our focus is on building… Jun 23, 2025 5 min read --- --- title: "Rebecca Evanhoe" url: "https://www.conversationdesigninstitute.com/expert/rebecca-evanhoe" lang: en ---  # Rebecca Evanhoe Blog Author **Rebecca Evanhoe** is a conversation designer, strategist, teacher, and writer who has been designing technology you can talk to since 2011\. Her work spans voice assistants, chatbots, healthcare simulations, and interactive experiences built for platforms including Amazon Web Services, Alexa, and Google Home. She is the co-author of _Conversations With Things: UX Design for Chat and Voice_ (Rosenfeld Media, 2021), one of the field's defining books on principles-based conversation design. Rebecca holds degrees in chemistry and fiction writing — a combination that reflects her belief in interdisciplinary thinking as the foundation of great AI experience design. She teaches conversation design and UX writing as a visiting assistant professor at Pratt Institute in Brooklyn, and has appeared on CDI's _Unprompted_ podcast alongside Hans van Dam to discuss designing reliable conversational AI at scale. Her writing on the CDI blog covers conversation design principles, UX writing for AI, and the human side of building systems that people actually want to talk to. [  ](https://www.linkedin.com/in/rebecca-evanhoe/) ## Articles by Rebecca [Designing Hybrid Conversational AI That Actually Works](/blog/designing-hybrid-conversational-ai-that-actually-works) ) ### [Designing Hybrid Conversational AI That Actually Works](/blog/designing-hybrid-conversational-ai-that-actually-works) Conversation Design Institute presents Unprompted with Rebecca Evanhoe. Hosted by Hans van Dam, CEO,… Feb 6, 2026 6 min read --- --- title: "Troy Gedlinske" url: "https://www.conversationdesigninstitute.com/expert/troy-gedlinske" lang: en ---  # Troy Gedlinske Blog Author Goede aanvulling — hier is de bijgewerkte versie: --- **Troy Gedlinske** is CDI's Expert in Residence for Customer Service Operations and AI, bringing over 25 years of experience across manufacturing, financial services, and internet retail. He has led global teams in program management, operational analysis, and data support, and held senior leadership roles at organizations including Amazon and Coinbase, where he built and scaled customer service functions across global markets. Troy holds an MBA from the University of Texas and a BS in Industrial Engineering from Northwestern University. His expertise spans workforce management, BPO strategy, AI-driven CS transformation, and operational excellence — grounding his perspective in the real-world constraints that enterprise CS leaders face every day. His writing on the CDI blog covers AI strategy for CS leaders, managing risk and quality in AI-assisted operations, and building the organizational flexibility needed to thrive in the new era of AI. [  ](https://www.linkedin.com/in/gedlinske/) ## Articles by Troy [Managing CS Risk in the new era of AI](/blog/managing-cs-risk-in-the-new-era-of-ai) ) ### [Managing CS Risk in the new era of AI](/blog/managing-cs-risk-in-the-new-era-of-ai) This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleague… Feb 11, 2025 6 min read [Achieving CS Flexibility in the new era of AI](/blog/achieving-cs-flexibility-in-the-new-era-of-ai) ) ### [Achieving CS Flexibility in the new era of AI](/blog/achieving-cs-flexibility-in-the-new-era-of-ai) This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleague… Jan 27, 2025 7 min read [Achieving CS Scale in the new era of AI](/blog/achieving-cs-scale-in-the-new-era-of-ai) ) ### [Achieving CS Scale in the new era of AI](/blog/achieving-cs-scale-in-the-new-era-of-ai) This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleague… Jan 20, 2025 6 min read [Improving CS Finance in the new era of AI](/blog/improving-cs-finance-in-the-new-era-of-ai) ) ### [Improving CS Finance in the new era of AI](/blog/improving-cs-finance-in-the-new-era-of-ai) This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleague… Jan 13, 2025 7 min read [Managing CS Quality in the new era of AI](/blog/managing-cs-quality-in-the-new-era-of-ai) ) ### [Managing CS Quality in the new era of AI](/blog/managing-cs-quality-in-the-new-era-of-ai) This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleague… Jan 6, 2025 7 min read [4 tips to help CS Leaders up their AI game](/blog/four-tips-to-help-cs-leaders-up-their-game) ) ### [4 tips to help CS Leaders up their AI game](/blog/four-tips-to-help-cs-leaders-up-their-game) This article was written by Troy Gedlinske (CDI’s Expert in Residence) along with US-based colleague… Dec 30, 2024 7 min read --- --- title: "Partner with CDI – Conversational AI Expertise & Collaboration" description: "Partner with CDI to shape the future of conversational AI. Explore opportunities to collaborate as an expert, technology provider, educational partner, or affiliate, and make a lasting impact on the AI industry." url: "https://www.conversationdesigninstitute.com/partners" lang: en --- # Partner with CDI Join us in shaping the future of conversational AI. Whether you're an expert, technology provider, educational institution, or affiliate, we offer unique opportunities to collaborate and make an impact together. Explore our partnership options below.                   ## Partner Inquiries CDI invites domain experts to co-develop course modules, webinars, and expert classes, sharing their knowledge with our global community. Partner with us to amplify your expertise and make a real impact. Our partner programs [ Expertise Partner Inquiries ](/partners/expertise-partner) [ Technology and CX Automation Partner Inquiries ](/partners/technology-partner) [ Educational Partner Inquiries ](/partners/educational-partner) [ Participate in CDI Events ](/partners/event-partner) [ Become a CDI Foundation Partner ](/partners/cdifoundation-partner) [ Become a CDI Affiliate ](/partners/affiliate) ) ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs ## News, Trends & Updates Discover insightful blogs and articles from CDI [Hybrid systems over hype](/blog/hybrid-systems-over-hype) ) ### [Hybrid systems over hype](/blog/hybrid-systems-over-hype) About the author: In her role as Client Strategy Lead at CDI, Cindy partners with organizations to b… Jul 2, 2026 4 min read [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) ) ### [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) Trust isn't just built through words. In voice AI, tone, rhythm, and pronunciation shape every inter… Jul 2, 2026 4 min read [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) ) ### [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) An AI agent can complete a task perfectly and still damage customer trust. This article explores why… Jun 22, 2026 5 min read [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) ) ### [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) Discover why trust, context, and conversational design are becoming the defining factors of successf… Jun 19, 2026 4 min read [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) ) ### [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) AI models may be trained on billions of words, but that doesn't mean they understand people. This ar… Jun 17, 2026 4 min read [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) ) ### [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) Learn why autonomous AI agents require fundamentally different design methodology than chatbots, and… May 22, 2026 6 min read [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) ) ### [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) Demand for AI talent has grown fivefold in just one year, with job postings requesting AI skills inc… May 11, 2026 7 min read --- --- title: "Become a CDI Affiliate | CDI" description: "CDI invites domain experts to co-develop course modules, webinars, and expert classes, sharing their knowledge with our global community. Partner with us to amplify your expertise and make a real impact." url: "https://www.conversationdesigninstitute.com/partners/affiliate" lang: en --- # Become a CDI Affiliate CDI welcomes affiliate partners interested in reselling our products and services. Expand your offerings and earn rewards by promoting industry-leading conversational AI training products. ## Create an Affiliate Account with CDI ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Become a CDI Foundation Partner | CDI" description: "CDI is dedicated to unifying the industry with standardized conversational AI practices. Join the CDI Foundation to raise awareness, drive adoption, and fund research, standards development, and scholarships." url: "https://www.conversationdesigninstitute.com/partners/cdifoundation-partner" lang: en --- # Become a CDI Foundation Partner CDI is dedicated to unifying the industry with standardized conversational AI practices. Join the CDI Foundation to raise awareness, drive adoption, and fund research, standards development, and scholarships. ## Contact us for partnership inquiries ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Educational Partner Inquiries | CDI" description: "CDI collaborates with educational institutions to bring cutting-edge conversational AI expertise to learners and students. Enhance your curriculum and empower the next generation of AI professionals by partnering with us." url: "https://www.conversationdesigninstitute.com/partners/educational-partner" lang: en --- # Educational Partner Inquiries CDI collaborates with educational institutions to bring cutting-edge conversational AI expertise to learners and students. Enhance your curriculum and empower the next generation of AI professionals by partnering with us. ## Contact the CDI team to explore partnership opportunities ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Participate in CDI Events | CDI" description: "CDI Foundation events, like the flagship Beyond Boundaries Global Festival, unite the conversational AI community through engaging and interactive sessions. We focus on real-world enterprise use cases, design best practices, and advanced NLU technologies." url: "https://www.conversationdesigninstitute.com/partners/event-partner" lang: en --- # Participate in CDI Events CDI Foundation events, like the flagship Beyond Boundaries Global Festival, unite the conversational AI community through engaging and interactive sessions. We focus on real-world enterprise use cases, design best practices, and advanced NLU technologies. ## Contact us to explore participation opportunities ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Expertise Partner Inquiries | CDI" description: "CDI invites domain experts to co-develop course modules, webinars, and expert classes, sharing their knowledge with our global community. Partner with us to amplify your expertise and make a real impact." url: "https://www.conversationdesigninstitute.com/partners/expertise-partner" lang: en --- # Expertise Partner Inquiries CDI invites domain experts to co-develop course modules, webinars, and expert classes, sharing their knowledge with our global community. Partner with us to amplify your expertise and make a real impact. ## Contact the CDI Academy team ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Technology and CX Automation Partner Inquiries | CDI" description: "CDI partners with AI and CX Automation companies to provide expert consulting for their clients. Collaborate with us to deliver best-in-class solutions and elevate your client success." url: "https://www.conversationdesigninstitute.com/partners/technology-partner" lang: en --- # Technology and CX Automation Partner Inquiries CDI partners with AI and CX Automation companies to provide expert consulting for their clients. Collaborate with us to deliver best-in-class solutions and elevate your client success. ## Connect with the CDI team to explore partnership opportunities ### Provide your details By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Thanks, we’ll be in touch soon. --- --- title: "Plans & Pricing" description: "Subscription plans for individuals, teams, and enterprises from Conversation Design Institute. Learn to get AI conversations right: self-paced, certified training." url: "https://www.conversationdesigninstitute.com/pricing" lang: en --- Courses Certificates # Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## Free membership Just starting out? Or not quite ready to subscribe? Our free account is a power-packed introduction to both the CDI learning platform and the world of Conversational AI. Get the tools, knowledge, and connections to take your first steps with confidence. - **Access to introductory courses** (foundations & starter content) - **Regular updates** with the latest trends, resources, and opportunities - Invitations to **live webinars** with industry leaders each month - **Community access:** connect with peers, students, and companies worldwide - **Access to our Unprompted expert interview series** — new video every month with leading voices in Conversational AI - **Support resources:** guidance for getting started in Conversational AI - Supporting diversity scholarships [ Subscribe for free ](https://learn.conversationdesigninstitute.com/sign-up)  ## Trusted by global brands                   ## Getting certified To get certified, you will need to complete the exam for the selected certificate, which includes one free resit. ### CDI Certificates $ 499.00 per certificate [ More info ](https://learn.conversationdesigninstitute.com/certifications)  [ More info ](https://learn.conversationdesigninstitute.com/certifications) ### CAIC — Certified Conversational AI Consultant The apex CDI credential, built on the certificates you've already earned. Certification and pricing are individual to your pathway. [ Contact our team ](/contact) ) The apex CDI credential, built on the certificates you've already earned. Certification and pricing are individual to your pathway. [ Contact our team ](/contact) ## Reasons to get certified ### Professional credibility A CDI certification validates your expertise and knowledge in the field of [conversation design](/topics/conversation-design), enhancing your professional credibility and reputation. ### Competitive advantage In a competitive job market, a CDI certification gives you an edge over other candidates. It signifies that you have undergone rigorous training and assessment, proving your capability in designing effective and engaging [conversational interfaces](/topics/conversational-interfaces). ### Industry recognition The certification is recognized within the industry, making you stand out to employers, clients, and peers as a qualified and competent professional in conversation design. ### Networking opportunities Being certified by CDI connects you to a network of professionals, experts, and organizations in the conversation design community, offering opportunities for collaboration, mentorship, and knowledge sharing. ### Career advancement With a CDI certification, you are better positioned for career growth opportunities, promotions, and higher salary prospects. It demonstrates your commitment to professional development and mastery of relevant skills. ### Access to resources Certified professionals often gain access to exclusive CDI resources, tools, and ongoing education, helping you stay updated with the latest trends, technologies, and advancements in the field. ### Skill validation The certification process ensures that you have a comprehensive understanding of [conversation design](/topics/conversation-design) principles, techniques, and best practices, providing a benchmark for your skills. ### Enhanced quality of work The training and knowledge gained through CDI certification enable you to create higher-quality conversations. ## What do our students say Hear from our students about their experiences and the impact of our programs. “This journey has been incredibly enriching, providing me with deep insights into designing effective bot-human conversations, workflows, and use cases. I’m excited about the potential to revolutionize IVR systems, transforming them into truly human-like conversational experiences. This certification is a significant step towards making that vision a reality. ” ) Anuj Dutta Cognizant Sr. Business Analyst - Cognizant “Thrilled to be a certified conversational copywriter as of today. I thorougly enjoyed learning where I can improve the writing for our internal chatbot, especially in regards to the psychological aspects. I would absolutely recommend Conversation Design Institute’s courses. Now to write better copies for Swisscom‘s digital helper, Blu. ” ) Tanja Veil Swisscom Conversational Copywriter “I recommend the conversation design course to anyone interested in content writing at the micro level or content production at scale as there are many great nuggets of wisdom that help you understand what makes conversations valuable between humans and machines. ” ) Dr. Angela Carlton-Devitt Deloitte Digital Manager “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ) Jan Jurjević Infobip Senior CX Consultant Watch video  “I think the content is absolutely spot on, and it's difficult to find the same content from other courses or from the internet. I also really like the examples that are provided throughout the course. I also like the career opportunities behind the certificate, because this institution worked their way to let many tech companies recognize them, so many companies actually recognize this certificate.” ) Aliena Cai Aliena Design LLC CEO & Product Design Lead ## Subscription Comparison | Subscription Comparison | Basic Access Free | Course $49,95 monthly | Enterprise Contact Us | | ------------------------------------------------------------------------ | ----------------- | --------------------- | --------------------- | | Seats | 1 | 1 | Custom | | Introductory courses | | | | | Regular new content | | | | | Expert classes and webinars | | | | | Access to all CDI fundamental courses (Current and Future) | | | | | Access to all CDI course modules and co-created partner modules | | | | | Mastery certification package including 10 separate certificates | | | | | Assessment against CDI Standards | | | | | Expert office hours | | | | | Customized team training program | | | | | Consulting services | | | | | Access to the extensive CDI knowledgebase | | | | | Enterprise dashboard with team progress, access management and reporting | | | | ## General subscription questions ### Can I cancel my subscription anytime? You can cancel, downgrade, or upgrade, but there are minimum commitment periods depending on your plan. ### Can I study on my phone? Yes, you can study on your phone! Our platform is mobile-accessible through your web browser. While a dedicated app isn't available yet, we're building one to make mobile learning even more seamless. ### Can I use CDI for free? Yes, we offer free introductory course content for you to enjoy before deciding to subscribe to our paid plans. ### I run a small team. What plan should I choose? The Enterprise Plan is customizable and ideal for teams. Please contact our sales team at [clientservices@conversationdesigninstitute.com](mailto:clientservices@conversationdesigninstitute.com) for more details and to explore the best options for your team. ## Payment and billing ### What payment methods do you accept? All payments are processed through Stripe. Stripe accepts a variety of payment methods, including: - Visa, Mastercard, American Express, Discover, JCB, Diners Club - China UnionPay - iDeal - Bancontact - ACH Credit Transfer - ACH Direct Debit - Bacs Direct Debit - BECS Direct Debit If none of these options work for you, please email support@conversationdesigninstitute.com. ### Can I switch from monthly to annual billing? Yes, you can. This can easily be done by going to the **My Purchases** section under **My Accounts**. There you will find a button that will allow you to change subscriptions instantly. ### Are there any discounts for annual subscriptions? You can save 25% with annual payments for the Course Plan. You can find more details [here](https://learn.conversationdesigninstitute.com/plans). ### What is the pricing currency? All prices are listed in US Dollars. ### How can I update my payment information? You can easily update your payment information by going to the **My Purchases** section under **My Accounts**. There you will find a button that will allow you to change your credit/ debit card information. ### Can I get an invoice for my subscription? All purchases come with an invoice. You will be sent a copy of the invoice via email for every purchase or monthly/ annual charges. You can easily download a copy of your invoices too at any time, by going to the **My Purchases** section under **My Accounts**. There you will find a link to download your invoices for every transaction completed. ### Are there any additional fees or hidden costs? Our pricing is straightforward. No hidden fees or additional cost. However, if your credit card is issued outside the US, exchange rate fees may be applied by the bank issuing your credit card. ## Renewal and subscription management ### How do I renew my subscription? All subscriptions are automatically renewed. For any concerns, please send an email to [support@conversationdesigninstitute.com](mailto:support@conversationdesigninstitute.com) and we will be happy to assist you. ### Is there an automatic renewal option? All subscriptions are automatically renewed. You will receive an email notification and an invoice for every transaction completed and processed by the system. ### What happens if my payment fails? The payment system will attempt to retry the transaction 4 times before automatically canceling the subscription. Failed transactions will result in the subscription being canceled after these retries. ### Can I pause my subscription instead of canceling? Unfortunately, the system will automatically remove your access to any subscription if you are unable to pay for the subscription renewal. Please contact [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com) if you need any assistance. ### Is there a trial period for the subscription plans? Currently, we don’t offer a trial period for the subscription courses. But you can create a free account and preview our classes. You will find a wide collection of beginner, intermediate, and expert lectures to start your journey in Conversation Design. ### What happens to my data if I cancel my subscription? Upon cancellation all courses will be inaccessible. But your course progress is saved and will remain in your account profile even after cancellation. ### Can I get a refund if I’m not satisfied with the service? We do offer a money-back guarantee within the first three days. If you are not satisfied with the product, just email [support@conversationdesigninsitute.com](mailto:support@conversationdesigninsitute.com). --- --- title: "Privacy Policy | Learn How We Handle Your Data" description: "Learn how Conversation Design Institute collects, uses, and protects your personal data when using our website and services. Review your rights, our data security measures, and how we comply with legal obligations." url: "https://www.conversationdesigninstitute.com/privacy" lang: en --- # Privacy Policy **Updated**: September 1, 2024 ## Chapters [Introduction ](#2fc8b524-42af-4763-b02d-b8808d3afbbf) [Information We Collect ](#864699a6-6ee1-4c06-b23b-5ee98a6ce1d7) [How We Use Your Data ](#ec2fe4e6-ef4a-4e7c-a355-25b24bf5f397) [Sharing and Disclosure of Your Data ](#249f4e61-87c7-4809-8ac6-6734ef745762) [International Data Transfers ](#62d6e736-55b9-4fa2-ba12-5c21b1930031) [Data Security ](#6320f751-ed41-4dfa-99de-b75d797de0f9) [Data Retention ](#327c97f4-9678-4110-8a98-0f8098e0e6a2) [Your Rights ](#77925db2-93c3-4cd8-a757-7268f3d6758c) [User Account Data ](#c9a0fd30-e182-40f0-909e-93ad89bab1fd) [Children's Privacy ](#b9819628-1867-4d00-a577-1d3a6cc3282e) [Links to Other Sites ](#25299804-47d5-41be-a9c8-de270a07b1da) [Changes to This Privacy Policy ](#ac9e1542-0a3d-4610-b264-7992079d5efa) [Contact Us ](#eeb5a39c-8369-44be-bd85-e1f51c33f7d0) ## Introduction Conversation Design Institute BV ("we," "us," "our") operates the website conversationdesigninstitute.com and its subdomains (the "Service"). This Privacy Policy explains how we collect, use, disclose, and protect your personal data when you use our Service, whether you are purchasing courses or inquiring about our consulting services. It also outlines your rights and choices regarding your data. By using our Service, you agree to the collection and use of information as described in this policy. Please refer to our Terms and Conditions for definitions of terms used in this policy. ## 1\. Information We Collect We collect various types of information to provide and enhance our Service: ### 1.1 Personal Data We may ask you to provide certain personally identifiable information that can be used to contact or identify you ("Personal Data"). This may include: - Email address - First name and last name - Phone number - Company name and job title - Billing and payment information (if you purchase a course) - Information provided in forms for consulting inquiries ### 1.2 Usage Data We may also collect information on how the Service is accessed and used ("Usage Data"). This Usage Data may include information such as your device’s Internet Protocol address (IP address), browser type, browser version, the pages you visit, the time and date of your visit, and the time spent on those pages. ### 1.3 Tracking & Cookies Data We use cookies and similar tracking technologies to monitor activity on our Service and store certain information. Cookies are small data files that may include an anonymous unique identifier. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, some parts of our Service may not function properly. ## 2\. How We Use Your Data We use the collected data for various purposes, including: ### 2.1 To Provide and Maintain the Service We use your data to operate and maintain our website and services, including providing access to courses and responding to inquiries about our consulting services. ### 2.2 To Process Payments If you purchase a course, we collect and use your payment and billing information to process your transaction. This information is handled securely and is only shared with our payment processing partners to complete the transaction. ### 2.3 To Communicate with You We may use your contact information to respond to your inquiries, provide updates, and share relevant information about our services. This includes communicating with you about changes to our Service, courses, or consulting services. ### 2.4 To Improve the Service We use data analytics to understand how our Service is accessed and used, which helps us improve its performance, features, and user experience. ### 2.5 For Marketing and Advertising With your consent, we may use your personal data to send you newsletters, promotional materials, and other information related to our courses and consulting services. You can opt-out of receiving these communications at any time by following the unsubscribe link in any email or by contacting us directly. ### 2.6 To Comply with Legal Obligations We may process your personal data to fulfill legal requirements, resolve disputes, and enforce agreements. ## 3\. Sharing and Disclosure of Your Data We do not sell your personal data. However, we may share your data with third parties in the following circumstances: ### 3.1 Service Providers We may employ third-party companies and individuals to facilitate our Service, provide services on our behalf, or assist us in analyzing how our Service is used. These third parties have access to your Personal Data only to perform these tasks and are obligated not to disclose or use it for any other purpose. ### 3.2 Marketing and Advertising We may share your Personal Data with trusted third-party partners for marketing and advertising purposes, to provide you with personalized offers, updates, and information about our services and products that may interest you. This may include sharing data with platforms for targeted advertising and marketing communications. You can opt out of receiving marketing communications from us at any time by following the unsubscribe link in any email or by contacting us directly. ### 3.3 Legal Requirements We may disclose your Personal Data if required by law or in response to valid requests by public authorities, such as a court or a government agency. ### 3.4 Data for Consultation Inquiries When you fill out a form to inquire about our consulting services, we collect your name, company, email, and any additional information you provide. This data is used to respond to your inquiry and may be used to send you relevant information about our services. You can opt-out of these communications at any time. ## 4\. International Data Transfers Your personal data may be transferred to, and processed in, countries outside of your country of residence, including countries outside the European Economic Area (EEA) where data protection laws may differ. In such cases, we ensure that appropriate safeguards are in place to protect your data, such as standard contractual clauses approved by the European Commission. ## 5\. Data Security We implement reasonable security measures to protect your data from unauthorized access, alteration, disclosure, or destruction. While we strive to use commercially acceptable means to protect your personal data, please note that no method of transmission over the Internet or electronic storage is 100% secure. ## 6\. Data Retention We will retain your personal data only for as long as necessary to fulfill the purposes for which it was collected, including to comply with legal, accounting, or reporting requirements. For example, we will retain your account information as long as your account is active and for a reasonable period thereafter in case you decide to re-activate your account. ## 7\. Your Rights You have the right to access, correct, update, or request deletion of your personal data. 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Links to Other Sites Our Service may contain links to other sites that are not operated by us. If you click on a third-party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services. ## 11\. Changes to This Privacy Policy We may update our Privacy Policy from time to time. Any changes will be posted on this page, and we will notify you via email or a prominent notice on our Service prior to the change becoming effective. ## 12\. Contact Us If you have any questions about this Privacy Policy, please contact us: Email: [info@conversationdesigninstitute.com](mailto:info@conversationdesigninstitute.com) Phone: [+31(0) 20 237 16 10](tel:+31%280%29 20 237 16 10) --- --- title: "Conversational AI Resources" description: "Explore the latest resources and events in Conversational AI, including webinars, courses, and industry news. Stay updated and connect with experts" url: "https://www.conversationdesigninstitute.com/resources" lang: en --- # Conversational AI Resources Welcome to CDI’s Conversational AI Resources Hub, your go-to source for free tools, insights, and learning in Conversational AI. Explore free AI courses, expert blogs, webinars, and events designed to keep professionals, beginners, and business leaders informed and inspired on AI-driven solutions. ## News, Trends & Updates Discover insightful blogs and articles from CDI [Hybrid systems over hype](/blog/hybrid-systems-over-hype) ) ### [Hybrid systems over hype](/blog/hybrid-systems-over-hype) About the author: In her role as Client Strategy Lead at CDI, Cindy partners with organizations to b… Jul 2, 2026 4 min read [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) ) ### [The Hidden Sound of Trust](/blog/the-hidden-sound-of-trust) Trust isn't just built through words. In voice AI, tone, rhythm, and pronunciation shape every inter… Jul 2, 2026 4 min read [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) ) ### [Why your AI agent can spend your trust](/blog/why-your-ai-agent-can-spend-your-trust) An AI agent can complete a task perfectly and still damage customer trust. This article explores why… Jun 22, 2026 5 min read [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) ) ### [The invisible rules of agentic AI](/blog/the-invisible-rules-of-agentic-ai) Discover why trust, context, and conversational design are becoming the defining factors of successf… Jun 19, 2026 4 min read [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) ) ### [Why your AI agent might be culturally clueless](/blog/why-your-ai-agent-might-be-culturally-clueless) AI models may be trained on billions of words, but that doesn't mean they understand people. This ar… Jun 17, 2026 4 min read [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) ) ### [How to Design Autonomous AI Agents That Build Trust at Scale](/blog/how-to-design-autonomous-ai-agents-that-build-trust-at-scale) Learn why autonomous AI agents require fundamentally different design methodology than chatbots, and… May 22, 2026 6 min read [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) ) ### [Preparing Students for an agentic AI Workforce](/blog/preparing-students-for-an-agentic-ai-workforce) Demand for AI talent has grown fivefold in just one year, with job postings requesting AI skills inc… May 11, 2026 7 min read ## Free Courses CDI aspires to bring the world leading and up-to-date education across all things Conversational AI. If you’re new to this space, why not begin learning with our Basic Access plan, which at zero-cost, provides access to some introductory course materials. [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course/maximizing-chatbot-success-metrics-and-management) ) ### [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course/maximizing-chatbot-success-metrics-and-management) In this module with Wysdom, a Calabrio company, we explore Bot Management. Gain insights into techniques to effectively. [ Read more ](https://learn.conversationdesigninstitute.com/course/maximizing-chatbot-success-metrics-and-management) [Designing AI Assistants](https://learn.conversationdesigninstitute.com/course/designing-ai-assistants) ) ### [Designing AI Assistants](https://learn.conversationdesigninstitute.com/course/designing-ai-assistants) Discover the essentials of AI assistant design in this free course. Learn about conversation fundamentals, psychology, and workflows for user-friendly interactions. [ Read more ](https://learn.conversationdesigninstitute.com/course/designing-ai-assistants) [Introduction to Conversation Design](https://learn.conversationdesigninstitute.com/course/introduction-to-conversation-design) ) ### [Introduction to Conversation Design](https://learn.conversationdesigninstitute.com/course/introduction-to-conversation-design) Learn the basics of AI Assistants and the workflow of designing conversations, serving as a stepping stone to CDI courses in Conversation Design and beyond. [ Read more ](https://learn.conversationdesigninstitute.com/course/introduction-to-conversation-design) [Coming soon!](javascript:;) ) ### [Coming soon!](javascript:;) Keep an eye on this space! [ Read more ](javascript:;) ## Free Webinars CDI offers open webinars accessible to everyone as part of our basic access hosted by industry experts. You can start watching them immediately after logging into [our portal](https://learn.conversationdesigninstitute.com/?msg=not-logged-in). [Scaling Conversational AI to voice: How to bridge the gap between chat and voice](https://learn.conversationdesigninstitute.com/course/scaling-conversational-ai-to-voice) ) ### [Scaling Conversational AI to voice: How to bridge the gap between chat and voice](https://learn.conversationdesigninstitute.com/course/scaling-conversational-ai-to-voice) Voice is becoming a key channel in omnichannel customer experience, yet moving from chat to voice requires new design and architectural approaches. [ Read more ](https://learn.conversationdesigninstitute.com/course/scaling-conversational-ai-to-voice) [How to Govern AI: Building Value and Managing Risk in Practice](https://learn.conversationdesigninstitute.com/course/how-to-govern-ai-building-value-and-managing-risk-in-practice) ) ### [How to Govern AI: Building Value and Managing Risk in Practice](https://learn.conversationdesigninstitute.com/course/how-to-govern-ai-building-value-and-managing-risk-in-practice) Join CDI and Allegra Guinan for a practical deep dive into AI governance, risk management, and lifecycle measurement. [ Read more ](https://learn.conversationdesigninstitute.com/course/how-to-govern-ai-building-value-and-managing-risk-in-practice) [How to Build a Conversational AI Platform That Scales](https://learn.conversationdesigninstitute.com/course/how-to-build-a-conversational-ai-platform-that-scales) ) ### [How to Build a Conversational AI Platform That Scales](https://learn.conversationdesigninstitute.com/course/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. [ Read more ](https://learn.conversationdesigninstitute.com/course/how-to-build-a-conversational-ai-platform-that-scales) [Conversational AI in 2026: What (We Think) Still Matters](https://learn.conversationdesigninstitute.com/course/conversational-ai-in-2026-what-we-think-still-matters) ) ### [Conversational AI in 2026: What (We Think) Still Matters](https://learn.conversationdesigninstitute.com/course/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. [ Read more ](https://learn.conversationdesigninstitute.com/course/conversational-ai-in-2026-what-we-think-still-matters) [Measuring Agent Success in the GenAI Era](https://learn.conversationdesigninstitute.com/course/from-data-to-impact-measuring-agent-success-in-the-generative-ai-era) ) ### [Measuring Agent Success in the GenAI Era](https://learn.conversationdesigninstitute.com/course/from-data-to-impact-measuring-agent-success-in-the-generative-ai-era) Learn how to turn conversational data into measurable AI performance gains. Ideal for teams looking to improve assistant accuracy, outcomes, and ROI. [ Read more ](https://learn.conversationdesigninstitute.com/course/from-data-to-impact-measuring-agent-success-in-the-generative-ai-era) [Voice First, Future Ready](https://learn.conversationdesigninstitute.com/course/voice-first-future-ready-designing-the-next-era-of-conversational-ai) ) ### [Voice First, Future Ready](https://learn.conversationdesigninstitute.com/course/voice-first-future-ready-designing-the-next-era-of-conversational-ai) Get practical guidance on designing voice experiences with generative AI. Learn what makes assistants more natural, scalable, and ready for real-world use. [ Read more ](https://learn.conversationdesigninstitute.com/course/voice-first-future-ready-designing-the-next-era-of-conversational-ai) [Scaling AI in CX](https://learn.conversationdesigninstitute.com/course/scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) ) ### [Scaling AI in CX](https://learn.conversationdesigninstitute.com/course/scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) Discover a proven framework for planning and governing AI in customer experience. Perfect for CX leaders building assistants that deliver consistent results. [ Read more ](https://learn.conversationdesigninstitute.com/course/scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) [Digital Humans: Today and Tomorrow](https://learn.conversationdesigninstitute.com/course/digital-humans-today-and-tomorrow) ) ### [Digital Humans: Today and Tomorrow](https://learn.conversationdesigninstitute.com/course/digital-humans-today-and-tomorrow) Understand how digital humans shape the future of communication, service, and design. Learn the latest trends in realism, emotion, ethics, and AI interaction. [ Read more ](https://learn.conversationdesigninstitute.com/course/digital-humans-today-and-tomorrow) [Your next step in Conversational AI maturity](https://learn.conversationdesigninstitute.com/course/your-next-step-in-conversational-ai-maturity) ) ### [Your next step in Conversational AI maturity](https://learn.conversationdesigninstitute.com/course/your-next-step-in-conversational-ai-maturity) Learn how to assess your organization’s CAI maturity and identify clear next steps. A practical session for teams aiming to scale and standardize AI operations. [ Read more ](https://learn.conversationdesigninstitute.com/course/your-next-step-in-conversational-ai-maturity) [IA for AI: Getting better answers from your chatbot](https://learn.conversationdesigninstitute.com/course/ia-for-ai-getting-better-answers-from-your-chatbot-by-structuring-your-content) ) ### [IA for AI: Getting better answers from your chatbot](https://learn.conversationdesigninstitute.com/course/ia-for-ai-getting-better-answers-from-your-chatbot-by-structuring-your-content) See how structured content improves chatbot accuracy and compliance. Learn best practices for organizing content that supports stronger AI responses. [ Read more ](https://learn.conversationdesigninstitute.com/course/ia-for-ai-getting-better-answers-from-your-chatbot-by-structuring-your-content) [Customer Service in the New Era of AI](https://learn.conversationdesigninstitute.com/course/customer-service-in-the-new-era-of-ai) ) ### [Customer Service in the New Era of AI](https://learn.conversationdesigninstitute.com/course/customer-service-in-the-new-era-of-ai) Explore how AI is transforming customer service strategy, KPIs, and operations. Learn what leaders must update now to stay competitive in an AI-driven landscape. [ Read more ](https://learn.conversationdesigninstitute.com/course/customer-service-in-the-new-era-of-ai) [Conversational AI in 2025](https://learn.conversationdesigninstitute.com/course/conversational-ai-in-2025-what-every-team-needs-to-know) ) ### [Conversational AI in 2025](https://learn.conversationdesigninstitute.com/course/conversational-ai-in-2025-what-every-team-needs-to-know) Find out what CX and CAI teams need to focus on next. Learn which trends matter, which are hype, and how to prepare your assistant strategy for 2025 and beyond. [ Read more ](https://learn.conversationdesigninstitute.com/course/conversational-ai-in-2025-what-every-team-needs-to-know) [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals-hans-van-dam) ) ### [Conversation Design Fundamentals](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals-hans-van-dam) Learn key steps in the CDI Workflow, proven design patterns, and practical tips for writing better dialogue plus a quick checklist to level up your designs. [ Read more ](https://learn.conversationdesigninstitute.com/course/conversation-design-fundamentals-hans-van-dam) [Give Your AI Assistant LLM Superpowers](https://learn.conversationdesigninstitute.com/course/give-your-ai-assistant-llm-superpowers) ) ### [Give Your AI Assistant LLM Superpowers](https://learn.conversationdesigninstitute.com/course/give-your-ai-assistant-llm-superpowers) Jasper Klimbie explains how NLU and LLMs can work together to boost assistant performance and deliver stronger conversational outcomes. [ Read more ](https://learn.conversationdesigninstitute.com/course/give-your-ai-assistant-llm-superpowers) [Implementing Better CX with Generative AI](https://learn.conversationdesigninstitute.com/course/implementing-better-cx-with-generative-ai) ) ### [Implementing Better CX with Generative AI](https://learn.conversationdesigninstitute.com/course/implementing-better-cx-with-generative-ai) Explore practical genAI use cases in customer support, including UltimateGPT and the rise of hybrid, human-supported automation. [ Read more ](https://learn.conversationdesigninstitute.com/course/implementing-better-cx-with-generative-ai) ## Events CDI is constantly active in the world of Conversational AI, frequently engaging in conferences, meetups along with other industry events. [Join us](https://www.eventbrite.nl/e/beyond-boundaries-global-festival-2026-tickets-1286851771289) for Beyond Boundaries in 2026! [Solving Problems We Couldn't Solve Before](https://learn.conversationdesigninstitute.com/course/solving-problems-we-couldnt-solve-before) ) ### [Solving Problems We Couldn't Solve Before](https://learn.conversationdesigninstitute.com/course/solving-problems-we-couldnt-solve-before) Discover how AI is enabling organizations to tackle challenges that were previously too complex, costly, or time-consuming to address. [ Read more ](https://learn.conversationdesigninstitute.com/course/solving-problems-we-couldnt-solve-before) [What Social Scientists Do When they design Conversations](https://learn.conversationdesigninstitute.com/course/what-social-scientists-do-when-they-design-conversations) ) ### [What Social Scientists Do When they design Conversations](https://learn.conversationdesigninstitute.com/course/what-social-scientists-do-when-they-design-conversations) Explore how social science research influences conversational design, helping create interactions that feel more natural and effective. [ Read more ](https://learn.conversationdesigninstitute.com/course/what-social-scientists-do-when-they-design-conversations) [Beyond the Single Agent](https://learn.conversationdesigninstitute.com/course/beyond-the-single-agent) ) ### [Beyond the Single Agent](https://learn.conversationdesigninstitute.com/course/beyond-the-single-agent) Discover the next evolution of AI systems through multi-agent collaboration, orchestration, and complex problem-solving. [ READ MORE ](https://learn.conversationdesigninstitute.com/course/beyond-the-single-agent) [It Goes Without Saying](https://learn.conversationdesigninstitute.com/course/it-goes-without-saying) ) ### [It Goes Without Saying](https://learn.conversationdesigninstitute.com/course/it-goes-without-saying) A thought-provoking session exploring the unspoken elements that influence communication, understanding, and human connection. [ READ MORE ](https://learn.conversationdesigninstitute.com/course/it-goes-without-saying) [How Should Conversational Technologies Interact to Make Them Pass as Conversationable?](https://learn.conversationdesigninstitute.com/course/how-should-conversational-technologies-interact-to-make-them-pass-as-conversationable) ) ### [How Should Conversational Technologies Interact to Make Them Pass as Conversationable?](https://learn.conversationdesigninstitute.com/course/how-should-conversational-technologies-interact-to-make-them-pass-as-conversationable) Design natural, engaging conversational experiences. [ Read more ](https://learn.conversationdesigninstitute.com/course/how-should-conversational-technologies-interact-to-make-them-pass-as-conversationable) [Beyond Boundaries Barcelona: Conversational Capital and the Future of AI](https://learn.conversationdesigninstitute.com/course/beyond-boundaries-barcelona-conversational-capital-and-the-future-of-ai) ) ### [Beyond Boundaries Barcelona: Conversational Capital and the Future of AI](https://learn.conversationdesigninstitute.com/course/beyond-boundaries-barcelona-conversational-capital-and-the-future-of-ai) Explore how conversational AI is transforming business, customer experiences, and digital engagement. [ Read more ](https://learn.conversationdesigninstitute.com/course/beyond-boundaries-barcelona-conversational-capital-and-the-future-of-ai) [Beyond Boundaries 2026](https://www.conversationdesigninstitute.org/events/) ) ### [Beyond Boundaries 2026](https://www.conversationdesigninstitute.org/events/) Mark your calendars for 28-30 April 2026 and join us in beautiful Barcelona to connect, learn and collaborate at Beyond Boundaries. [ Read more ](https://www.conversationdesigninstitute.org/events/) [Asking for Things is More Complicated Than You Think](https://learn.conversationdesigninstitute.com/course/asking-for-things-is-more-complicated-than-you-think) ) ### [Asking for Things is More Complicated Than You Think](https://learn.conversationdesigninstitute.com/course/asking-for-things-is-more-complicated-than-you-think) Watch Elizabeth Stokoe’s talk at the Beyond Boundaries festival 2024\. She is an expert in conversation analysis and Academic Director at LSE. [ Read more ](https://learn.conversationdesigninstitute.com/course/asking-for-things-is-more-complicated-than-you-think) [Go from Tech Ethics in Theory to Tech Ethics in Practice](https://learn.conversationdesigninstitute.com/course/get-tech-e-how-to-go-from-tech-ethics-in-theory-to-tech-ethics-in-practice) ) ### [Go from Tech Ethics in Theory to Tech Ethics in Practice](https://learn.conversationdesigninstitute.com/course/get-tech-e-how-to-go-from-tech-ethics-in-theory-to-tech-ethics-in-practice) Join Lisa Talia Moretti, a leading digital sociologist, at Beyond Boundaries Festival 2024 for insights on tech ethics in practice. [ Read more ](https://learn.conversationdesigninstitute.com/course/get-tech-e-how-to-go-from-tech-ethics-in-theory-to-tech-ethics-in-practice) [Optimizing Content Ecosystem](https://learn.conversationdesigninstitute.com/course/optimizing-content-ecosystem-strategies-for-digital-transformation) ) ### [Optimizing Content Ecosystem](https://learn.conversationdesigninstitute.com/course/optimizing-content-ecosystem-strategies-for-digital-transformation) This session explores LLMs in content management and digital transformation, focusing on knowledge bases, accuracy, AI hallucinations, and structured content. [ Read more ](https://learn.conversationdesigninstitute.com/course/optimizing-content-ecosystem-strategies-for-digital-transformation) ## Unprompted Episodes: Expert Voices in Conversational AI Learn directly from global leaders, designers, and researchers who are shaping the future of Conversational AI. Each episode of Unprompted brings candid insights, practical lessons, and behind-the-scenes stories from the people building today’s most impactful AI experiences. [Scaling Delivery in Conversational AI](https://learn.conversationdesigninstitute.com/course/scaling-delivery-in-conversational-ai) ) ### [Scaling Delivery in Conversational AI](https://learn.conversationdesigninstitute.com/course/scaling-delivery-in-conversational-ai) In this episode of Unprompted, Hans van Dam speaks with enterprise AI leader Divyanshu Jain about scaling conversational AI delivery. [ Read more ](https://learn.conversationdesigninstitute.com/course/scaling-delivery-in-conversational-ai) [Growing a Conversation Design Practice](https://learn.conversationdesigninstitute.com/course/growing-a-conversation-design-practice) ) ### [Growing a Conversation Design Practice](https://learn.conversationdesigninstitute.com/course/growing-a-conversation-design-practice) In this episode of Unprompted, Hans van Dam speaks with Grace Hughes of Accenture Song about growing a conversation design practice in the enterprise. [ Read more ](https://learn.conversationdesigninstitute.com/course/growing-a-conversation-design-practice) [Designing Trustworthy and Empathetic Conversational AI](https://learn.conversationdesigninstitute.com/course/designing-trustworthy-and-empathetic-conversational-ai) ) ### [Designing Trustworthy and Empathetic Conversational AI](https://learn.conversationdesigninstitute.com/course/designing-trustworthy-and-empathetic-conversational-ai) In this episode of Unprompted, Nandini Stocker joins Hans van Dam to explore how conversational AI is evolving in the LLM era. [ Read more ](https://learn.conversationdesigninstitute.com/course/designing-trustworthy-and-empathetic-conversational-ai) [Designing Hybrid Conversational AI](https://learn.conversationdesigninstitute.com/course/designing-hybrid-conversational-ai) ) ### [Designing Hybrid Conversational AI](https://learn.conversationdesigninstitute.com/course/designing-hybrid-conversational-ai) In this episode of Unprompted, Rebecca Evanhoe joins Hans van Dam to unpack what it takes to design reliable conversational AI at scale. [ Read more ](https://learn.conversationdesigninstitute.com/course/designing-hybrid-conversational-ai) [Career Building in Conversational AI ](https://learn.conversationdesigninstitute.com/course/career-building-in-conversational-ai) ) ### [Career Building in Conversational AI ](https://learn.conversationdesigninstitute.com/course/career-building-in-conversational-ai) Hillary Black joins CDI’s Rachel Whitehorn to discuss how conversation design is shifting to prompt-based systems, sharing tips on portfolios, LinkedIn, and staying adapt [ Read more ](https://learn.conversationdesigninstitute.com/course/career-building-in-conversational-ai) [Ethics, Education, & Ethnography in CAI](https://learn.conversationdesigninstitute.com/course/ethics-education-and-ethnography-in-conversational-ai) ) ### [Ethics, Education, & Ethnography in CAI](https://learn.conversationdesigninstitute.com/course/ethics-education-and-ethnography-in-conversational-ai) On Unprompted, Dr. Liz Rodwell, anthropologist, and University of Houston professor, explores how ethics, education, and ethnography shape conversational AI. [ Read more ](https://learn.conversationdesigninstitute.com/course/ethics-education-and-ethnography-in-conversational-ai) [Designing Multilingual Conversational AI ](https://learn.conversationdesigninstitute.com/course/designing-multilingual-conversational-ai) ) ### [Designing Multilingual Conversational AI ](https://learn.conversationdesigninstitute.com/course/designing-multilingual-conversational-ai) Learn how multilingual and culturally aware AI systems are designed. Greg Bennett and Hans van Dam explore the shift from conversation design to prompt design. [ Read more ](https://learn.conversationdesigninstitute.com/course/designing-multilingual-conversational-ai) [Designing Multimodal AI Agents](https://learn.conversationdesigninstitute.com/course/designing-multimodal-ai-agents) ) ### [Designing Multimodal AI Agents](https://learn.conversationdesigninstitute.com/course/designing-multimodal-ai-agents) Get an inside view of how multimodal AI is built. Karen Kaushansky shares how trust, voice diversity, and new LLM workflows shape human-feeling AI experiences. [ Read more ](https://learn.conversationdesigninstitute.com/course/designing-multimodal-ai-agents) [Building Predictable Conversational AI](https://learn.conversationdesigninstitute.com/course/building-predictable-conversational-ai) ) ### [Building Predictable Conversational AI](https://learn.conversationdesigninstitute.com/course/building-predictable-conversational-ai) Yam Marcovitz breaks down how to build reliable, predictable AI. Learn how human-in-the-loop processes, testing, and solid design practices improve real-world performance [ Read more ](https://learn.conversationdesigninstitute.com/course/building-predictable-conversational-ai) [Optimizing AI](https://learn.conversationdesigninstitute.com/course/optimizing-ai) ) ### [Optimizing AI](https://learn.conversationdesigninstitute.com/course/optimizing-ai) Rasa’s Lauren Goerz explains how to optimize AI by blending LLMs with structured flows, reviewing conversations effectively, and proving value inside your organization. [ Read more ](https://learn.conversationdesigninstitute.com/course/optimizing-ai) [Persona in Conversational AI ](https://learn.conversationdesigninstitute.com/course/persona-in-conversational-ai) ) ### [Persona in Conversational AI ](https://learn.conversationdesigninstitute.com/course/persona-in-conversational-ai) Jason Gilbert reveals how persona design shapes AI like ElliQ. Learn how trust, multimodality, and ethical design influence AI for healthcare and companionship. [ Read more ](https://learn.conversationdesigninstitute.com/course/persona-in-conversational-ai) ## Syllabi Curious about what you'll learn at the Conversation Design Institute? Download detailed syllabi for our foundational and advanced courses. Get a clear overview of learning outcomes, course content, and how each program can support your growth in conversational AI. Perfect for students, professionals, and teams evaluating training options. [AXD – Agentic Experience Design Certificate](/resources/download/axd-syllabus) ) ### [AXD – Agentic Experience Design Certificate](/resources/download/axd-syllabus) Design AI agents that act with judgment, not just capability. Download the full syllabus: 6 modules, 60 lessons and the 12-step CDI Method for autonomous agents. [ Read more ](/resources/download/axd-syllabus) [CxD 1 – Conversation Designer Certificate](/resources/download/cxd-1-syllabus) ) ### [CxD 1 – Conversation Designer Certificate](/resources/download/cxd-1-syllabus) Discover what it takes to start designing AI conversations. View the full syllabus and see how this course builds your foundation in human-centered design. [ Read more ](/resources/download/cxd-1-syllabus) [CxD 2 – Advanced Conversation Designer Certificate](/resources/download/cxd-2-syllabus) ) ### [CxD 2 – Advanced Conversation Designer Certificate](/resources/download/cxd-2-syllabus) Ready to go deeper? Explore the full syllabus and see how this advanced course builds mastery in tone, flow, and user psychology. [ Read more ](/resources/download/cxd-2-syllabus) [AIT 1 – AI Trainer Certificate](/resources/download/ait-1-syllabus) ) ### [AIT 1 – AI Trainer Certificate](/resources/download/ait-1-syllabus) See how the AIT 1 course teaches you to work with real user data, improve assistant performance, and become a skilled AI Trainer. Full syllabus inside. [ Read more ](/resources/download/ait-1-syllabus) [CDI Method – Foundation Certificate](/resources/download/method-foundation-syllabus) ) ### [CDI Method – Foundation Certificate](/resources/download/method-foundation-syllabus) Learn the structured, human-first approach behind all our courses. Download the syllabus to explore modules, outcomes, and certification details. [ Read more ](/resources/download/method-foundation-syllabus) ## Reports & Research Check out the latest reports and whitepapers written by CDI experts and industry leaders. Download research-driven reports on Conversational AI trends, technologies, and best practices. Stay ahead with industry knowledge and explore CDI’s latest findings, case studies, and innovations. [The CDI Standards Framework](/resources/download/the-cdi-standards-framework-whitepaper) ) ### [The CDI Standards Framework](/resources/download/the-cdi-standards-framework-whitepaper) In this document, we provide insight into a unified Conversational AI Governance Framework based on years of experience building Conversational AI solutions. [ Read more ](/resources/download/the-cdi-standards-framework-whitepaper) [Conversational AI for Higher Education Guide](/resources/download/higher-education-report-ai) ) ### [Conversational AI for Higher Education Guide](/resources/download/higher-education-report-ai) In this document, we provide insight into some of the key considerations and a primary use case for Agentic AI in the higher education sector. [ Read more ](/resources/download/higher-education-report-ai) [Insight Report 1: You’ve got a chatbot, but it’s not working for your students](/conversational-ai-for-higher-education/insight-report-you-ve-got-a-chatbot-but-it-s-not-working-for-your-students) ) ### [Insight Report 1: You’ve got a chatbot, but it’s not working for your students](/conversational-ai-for-higher-education/insight-report-you-ve-got-a-chatbot-but-it-s-not-working-for-your-students) Your AI assistant isn't reducing tickets or improving satisfaction? The issue may not be the technology but what's behind it. [ Read more ](/conversational-ai-for-higher-education/insight-report-you-ve-got-a-chatbot-but-it-s-not-working-for-your-students) [Insight Report 2: Proving the value of Conversational AI](/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai) ) ### [Insight Report 2: Proving the value of Conversational AI](/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai) Without clear metrics, it's hard to justify investment or defend what's already live. Learn how to measure what matters & build a business case. [ Read more ](/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai) [Insight Report 3: Supporting student wellbeing ](/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai) ) ### [Insight Report 3: Supporting student wellbeing ](/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai) Students need accessible, empathetic support. Learn to build wellbeing assistants that connect them to the right services. [ Read more ](/conversational-ai-for-higher-education/insight-report-proving-the-value-of-conversational-ai) [Insight Report 4: Helpdesks Under Pressure](/conversational-ai-for-higher-education/insight-report-helpdesks-under-pressure) ) ### [Insight Report 4: Helpdesks Under Pressure](/conversational-ai-for-higher-education/insight-report-helpdesks-under-pressure) Staff need fast answers to HR and IT questions, but internal AI assistants often fall short. Learn how to make what you have actually work. [ Read more ](/conversational-ai-for-higher-education/insight-report-helpdesks-under-pressure) [Insight Report 5: Staff Wellbeing](/conversational-ai-for-higher-education/insight-report-staff-wellbeing) ) ### [Insight Report 5: Staff Wellbeing](/conversational-ai-for-higher-education/insight-report-staff-wellbeing) Staff struggle to find HR policies and wellbeing resources when they need them. Learn how to design AI assistants that deliver clarity, privacy, and support. [ Read more ](/conversational-ai-for-higher-education/insight-report-staff-wellbeing) ## Turn ambition into action Level up your conversational AI practice to ensure your AI assistant reaches its full potential. Get started with our Conversational AI Maturity Assessment. ### Conversational AI Maturity Assessment Discover how your current conversational AI strategy scores and uncover your organizational blind spots. [ Who is it for? ](javascript:;)[ What can you expect? ](javascript:;) [ Learn more ](https://scorecard.conversationdesigninstitute.com/cdi-maturity-assessment) Who is it for? Back This tool is ideal for organizations with 1 or multiple AI assistants in production. The assessment gives managers, product owners and the team a better understanding of the maturity level of their conversational AI practice. What can you expect? Back This Conversational AI Maturity Assessment has been developed by a team of experts, grounded in the CDI Standards. By answering 20 rapid-fire questions, you’ll receive a personalized report identifying the most important areas for improvement. ) --- --- title: "AI Trainer 1 (AIT 1) Syllabus" url: "https://www.conversationdesigninstitute.com/resources/download/ait-1-syllabus" lang: en --- # AI Trainer 1 (AIT 1) Syllabus  At the Conversation Design Institute, we recognize that behind every smart AI Assistant is a skilled [AI Trainer](/courses/ai-trainer/). As organizations deploy conversational AI at scale, training these systems with quality data and continuous improvement is critical for success. This syllabus provides a comprehensive roadmap for becoming an expert [AI Trainer](/courses/ai-trainer/). Learn how to analyze conversation data, create and optimize training datasets, collaborate with designers, and keep AI assistants learning and improving to meet real user needs. **Must Read for**: Data Analysts, [AI Trainers](/courses/ai-trainer/), [Conversation Designers](/courses/conversation-designer/), Machine Learning Collaborators, Quality Assurance Teams ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Agentic Experience Design (AXD) Syllabus" description: "Master Agentic Experience Design with CDI’s 12-step method for building, testing and rolling out autonomous AI agents with judgment." url: "https://www.conversationdesigninstitute.com/resources/download/axd-syllabus" lang: en --- # Agentic Experience Design (AXD) Syllabus  At the Conversation Design Institute, we believe autonomous AI agents only earn their place in an organization when they act with judgment, not just capability. As agents take on more initiative, the risk of one bad interaction undoing years of built trust grows with it. This syllabus covers the complete [Agentic Experience Design (AXD) course](/courses/agentic-experience-design/): 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guidelines to the Agentic Canvas, testing, knowledge architecture, tool contracts and phased rollout. **Must Read for**: Writers, UX Designers, Voice Interface Designers, Customer Experience Teams, Content Strategists, Aspiring AI Creators ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "CXD 1 Syllabus" url: "https://www.conversationdesigninstitute.com/resources/download/cxd-1-syllabus" lang: en --- # Conversation Designer Certificate (CxD 1) Syllabus  At the Conversation Design Institute, we know that every great AI Assistant starts with great dialogue. Organizations today are investing in automation, but they also know that empathy, clarity, and structure are what build trust with users. That’s where the [Conversation Designer](/courses/conversation-designer/) comes in. This syllabus outlines your path to becoming a certified [Conversation Designer](/courses/conversation-designer/). You'll learn how to craft engaging, human-centered dialogue, design scalable flows, and build assistants that actually solve problems. Whether you’re starting fresh or looking to level up your writing and UX skills for AI—this is where it begins. **Must Read for**: Writers, UX Designers, Voice Interface Designers, Customer Experience Teams, Content Strategists, Aspiring AI Creators ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversation Designer 2 (CxD 2) Syllabus" url: "https://www.conversationdesigninstitute.com/resources/download/cxd-2-syllabus" lang: en --- # Conversation Designer 2 (CxD 2) Syllabus  At the Conversation Design Institute, we understand that designing conversations is both an art and a science. As AI assistants become more sophisticated, organizations demand designers who can shape nuanced, emotionally intelligent interactions that align with brand personality and user psychology. This syllabus guides you through mastering advanced techniques in tone of voice, behavioral psychology, and complex dialogue flow optimization. It’s designed for conversation designers ready to create truly engaging, human-like AI experiences that stand out. **Must Read for**: Experienced Conversation Designers, UX Writers, Behavioral Designers, Brand Strategists, AI Product Leads ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Conversational AI for Higher Education: Supporting Students and Staff at Scale" url: "https://www.conversationdesigninstitute.com/resources/download/higher-education-report-ai" lang: en --- # Conversational AI for Higher Education: Supporting Students and Staff at Scale  At the Conversation Design Institute, we recognize the pressures higher education faces today. Institutions are being asked to deliver more — better services, faster responses, and seamless digital experiences — all while working with tighter budgets, limited resources, and rising expectations from students, staff, and leadership. In this document, we provide insight into some of the key considerations and a primary use case for Agentic AI in the higher education sector. **Must Read for**: Leaders in Education, Customer Service Leaders/Managers, Digital Transformation Leaders, Product Experts ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Introduction to Agentic Experience Design (AXD) Syllabus" description: "Download the syllabus for Introduction to Agentic Experience Design. Learn the 12-step CDI Method for building autonomous AI agents that earn trust and grow Conversational Capital." url: "https://www.conversationdesigninstitute.com/resources/download/introduction-axd-syllabus" lang: en --- # Introduction to Agentic Experience Design (AxD) Syllabus  At the Conversation Design Institute, we know that an autonomous AI agent is only as valuable as the trust it earns. Organizations are moving fast from chatbots that answer questions to agents that take action on people's behalf, and every one of those actions either builds Conversational Capital or quietly erodes it. Agentic Experience Design is the discipline that makes sure it builds. This syllabus outlines what you will learn in [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design/). You will work through the complete 12-step CDI Method: defining what to automate and what to exclude, designing the right level of autonomy, testing your design before you build, and launching through phased rollouts that protect trust at scale. Whether you are designing your first agent or bringing rigor to systems already in production, this is where it begins. **Must Read for**: CX Leaders, Product Managers, Conversation Designers, UX Designers, Automation and AI Leads, Customer Experience Teams **Must Read for**: Writers, UX Designers, Voice Interface Designers, Customer Experience Teams, Content Strategists, Aspiring AI Creators ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "CDI Method Foundation Syllabus" url: "https://www.conversationdesigninstitute.com/resources/download/method-foundation-syllabus" lang: en --- # CDI Method Foundation Syllabus  At the Conversation Design Institute, we believe the future of AI is deeply human. As organizations adopt conversational AI across customer service, marketing, and internal operations, there’s a growing need to design interactions that are not just functional but truly meaningful and effective. This syllabus offers a clear path into the world of conversation design. Whether you're transitioning from UX, linguistics, customer experience, or just curious about designing for AI, this guide introduces you to the CDI Method, our proven, human-centered framework for creating AI Assistants that people trust. **Must Read for**: Aspiring Conversation Designers, UX Professionals, Writers & Linguists, Customer Experience Strategists, Digital Transformation Teams ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "The CDI Standards Framework" url: "https://www.conversationdesigninstitute.com/resources/download/the-cdi-standards-framework-whitepaper" lang: en --- # The CDI Standards Framework  Most organizations approach conversational AI as a technology project, but those that succeed treat it as an enterprise capability. This white paper emphasizes that technology alone cannot ensure consistent, trustworthy, or scalable AI assistants—governance is essential. Organizations face pressure to enhance customer satisfaction, reduce service costs, and modernize customer experiences. While conversational AI offers potential solutions, many enterprises struggle to automate effectively, deliver consistent experiences, or mitigate risks associated with new AI models. The core issue often lies not in the technology but in the lack of a unified Conversational AI Governance Framework. The CDI Standards Framework provides a solution. With over a decade of experience and collaboration with leading enterprises, it offers a practical, human-centered governance model. Key topics covered include: - Current challenges in conversational AI for enterprises. - Benefits of good governance in unlocking ROI. - The structure and purpose of the CDI Standards Framework. - The business case for adopting governance standards. - An example of enterprise transformation using CDI's approach. - How CDI supports the design and implementation of governance models. **Must Read for**: CX leaders, Chief Digital/AI Officers, and product owners involved in conversational AI programs, offering high-value insights into governance as a strategic capability. ### Download your copy By submitting this form, you agree to CDI processing and storing your data as described in the [privacy statement](/privacy). Submit Form submitted Your download will be sent shortly to your e-mail ## Resources [](/resources#events)  Events [](/blog)  Blogs [](/resources#reports)  Reports & Research [](/case-studies)  Case studies [](/use-cases)  Use cases [](/contact)  FAQs --- --- title: "Terms and Conditions | Services and Purchases" description: "Review the terms and conditions governing the use of Conversation Design Institute's services, including offers, agreements, payments, and intellectual property. Including your rights and obligations when engaging with us." url: "https://www.conversationdesigninstitute.com/terms" lang: en --- # Terms and Conditions **Updated**: September 1, 2024 ## Chapters [General ](#25eb49ed-11e5-450a-8ca0-551046b672af) [Offers and Agreements ](#73e02194-26e8-4e1f-b627-a75c1c711b1f) [Contract Duration and Modifications ](#c7730045-72a8-4337-ac26-b38fceed3f60) [Payment and Collection ](#18403c4c-b810-4c06-9dec-8890a29432c7) [Cancellation and Suspension ](#9f2089d4-cc3f-4e62-a8d7-1c71732e0cf7) [Force Majeure ](#19c33887-e20b-46c1-8efd-716e08e8db55) [Intellectual Property ](#de806881-36de-4025-893d-8a63910bcbde) [Data Protection and Privacy ](#3475aa07-07fb-4a35-b001-a706743b349a) [Marketing and Case Study Rights ](#e09292d6-0542-403b-8bc8-6589b31c37f7) [Applicable Law and Dispute Resolution ](#09fef31c-de40-40e8-bbc0-d1dfbf6caaaa) [Miscellaneous ](#d55daae0-27df-423f-8501-5835eb813750) [Contact Information ](#ef8b8044-013a-40d3-bbb3-5ce5c4514c72) ## 1\. General 1.1 These General Terms and Conditions ("GTC") apply to every offer, designated offer, and agreement between Conversation Design Institute BV ("User"), including its affiliated entities in the Netherlands and United States of America, Conversation Design Institute Services BV and Conversation Design Institute Services Inc. and any party engaging our services or purchasing our products ("Principal"), unless otherwise agreed in writing. 1.2 These GTC also apply to agreements for the execution of which third parties are involved by the User. They are written for the benefit of User's employees, directors, and third parties engaged by User. 1.3 Any terms and conditions proposed by the Principal are explicitly rejected and will not apply unless expressly agreed upon in writing. 1.4 If any provision of these GTC is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect. User and Principal will negotiate to replace the invalid provision with one that closely matches the original intent. 1.5 In cases of ambiguity regarding the interpretation of any provisions, they shall be interpreted "in the spirit" of these GTC. 1.6 If a situation arises that is not covered by these GTC, it should be assessed according to the spirit of these GTC. 1.7 If User does not enforce any provision of these GTC, this does not constitute a waiver of the right to enforce that provision in the future. ## 2\. Offers and Agreements 2.1 All offers and designated offers made by User are non-binding unless a specific period for acceptance is set. If no acceptance period is stated, no rights can be derived from the offer. 2.2 Prices stated in any offer are exclusive of VAT, other governmental levies, and any additional costs such as travel, and accommodation, unless otherwise stated. 2.3 If the Principal's acceptance differs from the offer, User is not bound by it. The agreement is not concluded on these deviating terms unless User explicitly agrees. 2.4 Offers are valid for specific engagements and do not automatically apply to future orders. ## 3\. Contract Duration and Modifications 3.1 Agreements are for an indefinite period unless explicitly agreed otherwise. 3.2 If a specific deadline is agreed upon for performance, this is not a strict deadline unless explicitly stated. The Principal must notify User of any delay in writing and provide a reasonable period to remedy the situation. 3.3 User may perform the agreement in stages and invoice for each completed stage. 3.4 User has the right to engage third parties to execute specific tasks without prior notification to the Principal. Dutch Civil Code Articles 7:404, 7:407(2), and 7:409 are explicitly excluded. 3.5 The Principal shall ensure timely provision of all necessary data for the execution of the agreement. Any delays or incorrect data provision can result in additional costs or suspension of services by User. 3.6 Modifications to the agreement are only effective after written approval from both parties. This includes changes in price, scope, or delivery time. ## 4\. Payment and Collection 4.1 Payment must be made within 14 days of the invoice date unless otherwise agreed in writing. User is entitled to periodic invoicing. 4.2 If the Principal fails to pay on time, interest of 1% per month on the outstanding amount is due unless the statutory interest rate is higher. 4.3 User is entitled to allocate payments made by the Principal first to outstanding costs, then to accrued interest, and finally to the principal sum. 4.4 Principal is not authorized to offset any amounts against User. Objections to an invoice do not suspend the payment obligation. 4.5 In case of default, all reasonable costs incurred to collect the debt are borne by the Principal, including legal costs. ## 5\. Cancellation and Suspension 5.1 User may suspend or dissolve the agreement if the Principal fails to meet its obligations, if there is good reason to believe the Principal will not comply, or if compliance becomes impossible due to unforeseen circumstances. 5.2 If the agreement is dissolved, User's claims on the Principal are immediately due. 5.3 In the event of bankruptcy, liquidation, or insolvency of the Principal, User has the right to terminate the agreement immediately without any obligation for compensation. 5.4 In case of unjustified cancellation by the Principal, all costs, including those for third parties engaged and 50% of remaining fees, are due. ## 6\. Force Majeure 6.1 User is not liable for any failure to perform due to circumstances beyond its control, including but not limited to natural disasters, war, strikes, pandemics, or changes in legislation. 6.2 During force majeure, obligations are suspended. If the force majeure lasts longer than two months, either party may terminate the agreement without liability. ## 7\. Intellectual Property 7.1 All intellectual property rights related to materials developed by User remain with User. Principal may use these materials only for internal business purposes, unless otherwise agreed in writing. 7.2 Principal shall not reproduce, distribute, or exploit these materials for commercial purposes without prior written consent from User. ## 8\. Data Protection and Privacy 8.1 User complies with applicable data protection laws in the Netherlands, United States of America, and any other relevant jurisdiction. Personal data collected during the engagement is processed according to our Privacy Policy, available on our website. 8.2 Principal consents to the processing of their personal data as described in the Privacy Policy. ## 9\. Marketing and Case Study Rights 9.1 Name and Logo Use Principal grants User the right to use Principal’s name and logo in a non-disparaging manner for promotional purposes. This includes, but is not limited to, inclusion on User’s website, in presentation materials, and in other marketing collateral. The use of the Principal’s name and logo will be in accordance with the Principal’s brand guidelines, if provided. 9.2 Creation of Case Studies Principal agrees that User may create a case study based on the work performed under this agreement. The case study may include details such as the nature of the services provided, results achieved, and feedback from the Principal. User will submit the case study to Principal for review and obtain written approval before publication. 9.3 Promotional Activities User may use the Principal’s name, logo, and the approved case study in various promotional activities including, but not limited to, presentations, proposals, conferences, webinars, social media, and press releases, to highlight the collaboration and success achieved through the partnership. ## 10\. Applicable Law and Dispute Resolution 10.1 All legal relations involving User are governed by the laws of the Netherlands. However, User retains the right to apply laws from other relevant jurisdictions where it operates. 10.2 Any disputes arising from or related to the agreement shall be submitted to the competent court in the User's location, unless otherwise mandated by law. 10.3 Before initiating legal proceedings, parties will attempt to resolve disputes amicably through good-faith negotiations. ## 11\. Miscellaneous 11.1 The Principal acknowledges that User has the right to use the Principal's name and/or logo for reference purposes on its platform during the subscription period, unless otherwise agreed in writing. 11.2 Any amendments to these GTC must be made in writing and signed by authorized representatives of both parties. 11.3 The headings in these GTC are for convenience only and do not affect their interpretation. ## Contact Information Conversation Design Institute BV Danzigerbocht 45 V, 1013 AM, Amsterdam The Netherlands Email: [info@conversationdesigninstitute.com](mailto:info@conversationdesigninstitute.com) Phone: [+31(0) 20 237 16 10](tel:+31%280%29 20 237 16 10)