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This course provides a practical framework for scaling AI agents within contact centers. Learn how to align AI strategy with customer experience goals, avoid common pitfalls, and apply measurable outcomes.
Browse the full CDI library
Explore our extensive database of courses, modules, webinars, and expert class recordings on Conversational AI. Learn at your own pace and stay ahead with the latest insights and best practices.
New courses and webinars
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Core and co-created course modules
Explore the skills and paths to succeed in Conversational AI with CDI's foundational courses
AI Trainer Build
Learn how to train a language model, implement designs in any conversational AI platform: from simple answers to repair flows, entities and regex conditions.
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 keep improving?
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 language of AI training.
Behavior Design
Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers.
CDI Method Foundation
Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications.
CDI Workflow
Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design.
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 Conversational AI agent.
Conversational Engineer
The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. Learn about UI interfaces, system integrations, and how to deploy Conversational AI platforms that align with your business needs.
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 well as the fundamentals of good conversation design.
Designing AI Assistants
Explore the essentials of designing AI assistants with this free course. Learn the fundamentals of conversation design, the psychology behind conversations, the conversation design workflow, and practical techniques like Wizard of Oz testing and behavior design to create user-friendly AI interactions.
Ethics
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.
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 with practical exercises. The intro course is a great stepping stone to CDI courses in Conversation Design, Conversational Copywriting, and AI Training.
Introduction to Prompt Design
Learn how ChatGPT can be used to maximise the performance of your chatbots and IVR systems and create delightful conversational experiences. The course can be applied with other LLMs and doesn't require technical skills.
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 structuring, the role of LLMs, and how to optimize content for intelligent AI applications.
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 techniques to effectively manage your conversational AI solutions post-deployment.
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 conversational AI even more engaging.
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. Participants will learn how to align AI strategy with customer experience goals, avoid common pitfalls, and apply proven design and operational standards to drive measurable, customer-focused outcomes.
Ultimate AI
Unlock the potential of automation in customer support with this ultimate course designed for professionals seeking to streamline operations and enhance service quality.
Certificates
Get certified with industry-recognized credentials
AI Trainer Certification
Turn data into understanding and learn how to train language models, implement journeys, and do data-driven optimization.
CDI Method Foundation Certification
Learn to create human-centric and inclusive AI assistants with the conversational AI workflow that is powering millions of conversations across the globe.
Conversation Designer Certification
Conversation Designers focus on human-centricity, sample dialogue, flowchart design, user testing, and hand-overs.
Conversation Designer Certification 2
Craft compelling conversational experiences with our CxD 2 Certificate. Master the art of writing engaging dialogue, defining brand voice, and optimizing conversation flows. Advance your career as a skilled conversational copywriter.
Webinars and event recordings
Watch webinars and events featuring top voices and the latest research in AI
AI & Branded Digital Voices Open Webinar
This webinar explores the process of designing a digital brand voice that aligns with the future of branding.
Conversation Design Fundamentals - Hans van Dam
The key steps in the CDI Workflow, which design patterns should be used for which type of experience, and lots of examples of how to write good dialogue. At the end of the talk, he shares a simple checklist that helps you improve your designs quickly.
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 Yam Marcovitz, this session dives into what CX and Conversational AI teams need to focus on today.
Get insights on new concepts, spot what's hype, and learn where to double down for real impact — all in a fast-paced one-hour webinar.
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 Case".
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-Suite? Perhaps most importantly, how has AI already transformed CS — and what can you do to catch up?
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 team still needs structured evaluation. Selecting the right approach remains a challenging task.
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 in this insightful webinar with Stefan Daelemans from Beeminds.
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 offers insights for people and businesses ready to start their AI journey, going beyond just the technology.
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-based conversational AI could work together to maximize outcomes.
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-based conversational AI could work together to maximize outcomes.
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 structuring, the role of LLMs, and how to optimize content for intelligent AI applications.
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 future of automated support, focusing on the importance of hybrid bots powered by humans.
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 practitioners a concrete framework for planning, designing, and governing AI assistants that deliver real results.
Should CUI Make Human Errors
This class explores conversational trouble, covering both designing and producing conversational turns, and responding to misunderstandings or Freudian slips made by others or Conversational User Interfaces (CUI).
Transform the Patient Experience
In this webinar on “Transforming the Patient Experience with Conversational AI,” Deborah Akinyele, a speech and language pathologist, introduces the latest techniques transforming healthcare with technology.
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-based conversational AI could work together to maximize outcomes.
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.
What our students say
Hear from our students about their experiences and the impact of our programs.
“It was a pleasure working with the CDI team. Each team member was extremely professional and brought deep expertise in their area of focus – AI training, copywriting, and conversation design.”
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“It’s been great working with CDI. They helped us get started quickly with the setup of our first chatbot and the first results are promising. Their consultants are knowledgeable, creative, and think along in order to build and maintain a good performing chatbot.”
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“Having the expert advice from CDI has really helped us to create with confidence the first version of the global Experience Strategy Framework and distribute it to the design community across all Vodafone markets.”
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