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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.
Browse full library
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…
Designing Multimodal AI Agents
In this episode of Unprompted, Karen Kaushansky, UX Lead for Gemini Live at Google DeepMind, shares how conversation design has evolved from flowchart…
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…
Building Predictable Conversational AI
Yam Marcovitz unpacks what it takes to build predictable, production-ready AI. From human-in-the-loop alignment to test-driven development, we explore…
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…
Optimizing AI
Lauren Goerz of Rasa shares how teams can optimize conversational AI by blending LLMs with structured flows, reviewing conversations effectively, and…
Persona in Conversational AI
Jason Gilbert from Intuition Robotics discusses designing ElliQ, an AI companion for elderly users. He explores persona design, building trust in heal…
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…
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…
Designing Digital Humans
Learn to design responsible, emotionally intelligent, and visually engaging digital humans. This course explores the design principles, psychology, an…
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…
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…
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…
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…
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…
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…
Designing AI Assistants
Explore the essentials of designing AI assistants with this free course. Learn the fundamentals of conversation design, the psychology behind conversa…
Introduction to Prompt Design Certification
The Introduction to Prompt Design (IPD) certificate exam will validate your knowledge in the fundamental principles for creating human-centered, inclu…
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…
CDI Method Foundation
Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This cour…
CDI Workflow
Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, an…
Fireside Chat: Conversation Design
Rebecca and our CDI hosts will discuss what makes conversation design challenging to learn and teach.
Conversation Designer Certification
Conversation Designers focus on human-centricity, sample dialogue, flowchart design, user testing, and hand-overs.
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…
Conversational Engineer
The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. Learn about…
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…
Ultimate AI
Unlock the potential of automation in customer support with this ultimate course designed for professionals seeking to streamline operations and enhan…
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…
AI Trainer Build
Learn how to train a language model, implement designs in any conversational AI platform: from simple answers to repair flows, entities and regex cond…
AI Trainer Improve
Now that you’ve built a Conversational AI and trained it well, how do you measure how well it’s helping people? And what techniques can you use to kee…
Behavior Design
Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers.
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…
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…
Should CUI Make Human Errors
This class explores conversational trouble, covering both designing and producing conversational turns, and responding to misunderstandings or Freudia…
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…
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…
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…
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…
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…
Virtual Humans: Generative AI Revolutionizing Customer Experience
Guido Jongen, with over 20 years in customer service, is the visionary behind Virtually Human. He will discuss the rise of virtual humans and their po…
Optimizing Content Ecosystem: Strategies for Digital Transformation
This session explores the role of Large Language Models (LLMs) in content management and digital transformation, covering challenges like managing kno…
Top Trends in AI, Implementations and Case Studies
Catch up on Tanya Van Gastel's talk at the Beyond Boundaries Global Festival 2024 in Barcelona! As the founder of The Multiverse AI, she discusses AI’…
Keys to Success in Implementing AI in Organisations
Catch up on Xavier Vilasis’ speech "Keys to success in implementing AI in organisations." Xavier, a distinguished researcher at La Salle University Ba…
Get Tech-E: How to go from Tech Ethics in Theory to Tech Ethics in Practice
Go from Tech Ethics in theory to practice! Join Lisa Talia Moretti, a leading digital sociologist, at Beyond Boundaries Festival 2024 for insights on…
Asking for Things is More Complicated Than You Think
Watch Elizabeth Stokoe’s talk "Asking for things is more complicated than you think" at the Beyond Boundaries festival 2024. She is an expert in conve…
Harness the Power of AI Automation to Deliver Winner CX
Customer demands are growing faster than budgets, so organizations are turning to AI and CX Automation. This session covers maximizing CX with AI, usi…
Ethics: Data, a Guide to Humans
Data is important, but data without empathy is useless. In this session we will learn about how cognitive empathy is a learnable core skill that makes…
Personality as a Design Framework
What's the fuss about? CDIS' Jasper Klimbie shares his philosophy on 'Personality as a Design Framework' for your conversational AI project.
An Integral Perspective on Conversational AI
People from various fields, like linguists, engineers, and designers, all bring unique perspectives to conversational AI. In this talk, Hans van Dam s…
Fireside Chat: State of the Industry
Bret Kinsella is the biggest voice of the industry. In this fireside chat, Bret and Hand discuss what excites them about the industry, what the main t…
How Belgium’s National Railway Company Reduced Fall-back to Live Agent Rate by 15% in 3 months
Learn how Belgium's National Railway Company significantly reduced fall-back to live agents within 3 months. Watch the live recording of Benoit Alvare…
How to Find the Right Fit, Before building with Conversational AI
This talk focuses on the choices and trade-offs during a conversational AI implementation, covering topics like:
- Finding automation principles
- Ide…
Workshop: How to Launch Assistants Faster
Better conversational AI starts with team collaboration. Join Voiceflow to learn how to modernize workflows, from design to launch. This session share…
Bring on the Conversation Revolution
Innovation expert John Mulholland challenges the way we learn, championing a radical rethink of how conversation design can be used as a powerful and…
Understanding What the Machine Understands
In this session, Benoit will explore how to understand how NLP engines behave, understand how to “teach” them, typical mistakes made, and best practic…
Creating an Inclusive Conversational AI industry
Peter Thomas, director of FORWARD at RMIT University, and Helen Babb-Delia, CEO of Yes Get It, will lead a workshop exploring key issues in conversati…
Ethics: Intro to CXD Ethics
Cami Rincon from the Alan Turing Institute introduces the Conversation Design Institute’s new AI ethics course, exploring how to integrate fairness, a…
Workshop: Diversifying Intent Training Data
Many chatbots to this day, are still linguistically biased. To combat this, we must diversify the linguistic data we use to train our bots. In this ta…
Reactive Voice UIs
Most discussions focus on multi-turn conversations, but consumers mainly use voice tech for single-turn interactions. Conversational designers can mee…
Benchmarking AI Assistants
Strategy talk: Hans van Dam will share the CDI Benchmarking framework based on the simple formula of scope+experience=value. He then shares how the In…
The Future of Human and Virtual Collaboration
A 3-5 year view of how virtual assitants will become ubiquitous and part of how we manage our personal lives. For that to come about we explore what n…
Ask Archie
I will be walking the audience through the journey my team have been on when implementing a chat bot for all internal colleague support. I'll share st…
Usecase: Dior
Discover how an intent-based chatbot merges marketing automation, luxury brand ambassadors, and personalized content. Learn its impact on user engagem…
Operationalizing Context in Conversational AI
SPEAKING model – a conceptual framework where we turn abstract concepts in Conversational AI into something that can help us systematically gather lan…
Persona Panel
Experts who shaped personas for Google, Babylon Health, and Daimler discuss why brands need personas, how to develop them, and their role in personali…
Design for Business Value
IBM’s Thomas Watson Jr. said, “Good design is good business.” How does this apply to conversational AI today? This talk explores the benefits of prior…
Multi-path Conversation Design Patterns
One size doesn’t fit all in conversational logic. Christian Buchwald, Chatbot Enthusiast at Cognigy, shares how to build resilience in conversation de…
Ethics: What Does it Mean to be Conversational
This talk rethinks 'conversational' by exploring connections between conversation analysis and design. With 50 years of research on social interaction…
Soft Skills
Data is important, but data without empathy is useless. In this session we will learn about how cognitive empathy is a learnable core skill that makes…
Experience Optimization for Customers and Employees
Kore AI enables conversational designers to go from design to deployment in hours. It allows real-time collaboration, helps design complex conversatio…
Crafting Training Data
In this workshop, you'll learn how quality training data is key to creating a high-performing chatbot from an NLP perspective. We'll cover best practi…
Vodafone Toby Use Case
This session will be a Q&A featuring Ilaria Di Donfranceso Product Owner at Vodafone answering questions about the latest at Vodafone!
Developing Design Standards for Human-Centric AI Assistants
Learn how to establish robust design standards for human-centric AI assistants with Hans van Dam and Jason Gilbert.
How CXD Transforms the Future of Womens Health
Female health has long been overlooked in medicine. Conversation design can change that—at scale. By helping women harness their body signals, it has…
Developing Voice Worthy of User Trust
Explore key considerations for developing voice experiences that users can trust with Oita Coleman, Jon Stine, and Jasper Klimbie from OVN.
From Fulfilment to Negotiation
What are the social, economic, ethical, and psychological impacts of conversational AI? This session explores research findings and how they shaped ou…
Automating Customer Service
Learn how to automate customer service effectively with Robert Wilson-Fry from Cognigy.
LLMs and Rasa
Discover the exciting intersection of Large Language Models (LLMs) and Rasa with Alan Nichol and Hans van Dam.
Trial and Error Creating the Zendesk Customer Chatbot
Building a chatbot is exciting, but building the right team is crucial. Zendesk's Chatbot team shares how they identified talent needs, built cross-co…
Designing for WhatsApp and Other Apps
Michelle describes the proven Haptik principles for designing for WhatsApp. She is going to share some of the leading principles that are part of the…
Turning Marketing Machines into Personal Assistants
In this talk Richard will talk about how we are are the verge of a new technological revolution: of AI assistants (or Natural User Interfaces). Richar…
Usecase: Brazilian Government WhatsApp Chatbot
Willian Costa and Rafael Cunha discuss the challenges of writing bot copy with large text and cognitive load, ensuring the Brazilian electoral process…
6 Years and 250 Million Conversations into Conversational AI
Gain valuable insights from Artificial Solutions' journey in conversational AI. Hear from Per Ottosson and Hans van Dam as they share their experience…
Conversational AI is a Marathon, Not a Sprint
I recently completed my first marathon and realized how similar chatbot creation is to marathon running. In this keynote, I’ll discuss how focusing on…
Importance of Character in CXD
Jason is multi Webby award winner and expert character designer. He started out as a filmmaker but fell in love with conversational AI many years ago.…
What We Talk About when We Talk About AI Training
An AI Trainer is responsible for cognition, ensuring the assistant understands what people say. This panel discusses the challenges, required skillset…
Workshop: Microsoft PVA MS&CDI Part 2
In this event, you'll build a bot with Microsoft Power Virtual Agents, receiving expert support and coaching from Sarah Critchley, Gary Pretty, and th…
Smart Homes for Smarter People
The devices in our homes, cars, and offices play a large role in our daily routines. As IoT technology gains popularity, voice is becoming a natural w…
Usecase: BBC Public Service CXD
At the BBC, we aim to design conversations that allow users to engage efficiently and ethically, serving the public good. With conversational AI, we’r…
Linguistics in CXD
Greg Bennet is head of conversation design at Salesforce. He heads up the team that is challenged on a daily basis with advocating conversation design…
Tools for Conversational Slack Experiences
Discover the latest tools and techniques for creating engaging and effective conversational experiences within the Slack ecosystem with Isabela Berbel…
Rise of Customer Avatars
Avatars with full facial animation are replacing static 2D virtual assistants. Martin Hill-Wilson shares insights from experts at Speech Graphics and…
Digital Twins: CXD Friend or Foe
Digital twins are moving into our world (or are we moving into theirs?). How can we use digital twins to create great conversations? What kind of poth…
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…
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…
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.
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…
AI & Branded Digital Voices Open Webinar
This webinar explores the process of designing a digital brand voice that aligns with the future of branding.
How to Launch and Supervise a Generative Chatbot
Stephen Broadhurst and Gregory Whiteside from HumanFirst show how to launch new bot styles by monitoring user input and supervising responses. They al…
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…
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…
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…
How to Crack the Multi-language Solution Successfully
Joaquim Bargalló, Head of Customer Success at Artificial Solutions, explains why localization is the best strategy for scaling conversational AI. Lear…
Voiceflow
Learn the core features of Voiceflow and how to design, prototype, and scale engaging voice, chat, and multi-modal assistants. This hands-on course fo…
Future Proof your Chatbot Development
NLP technologies will grow rapidly in the next 3-5 years. Developers and designers can incorporate these without rebuilding from scratch by using a ma…
Automating Customer and Employee Service
Our topic today is designing virtual agents with advanced conversational user experience. We'll discuss key considerations for building a powerful vir…
Intro CXD Team Maturity Model
Teams must scale conversational AI to meet customer expectations, but many lack a maturity model. In this keynote, Braden Ream, CEO of Voiceflow, shar…
Workshop: Microsoft
Come join Microsoft’s Conversational AI Design team to learn how to envision and build engaging conversational bots. In this session, expect to learn…
Introduction to Prompt Design
Learn how ChatGPT can be used to maximise the performance of your chatbots and IVR systems and create delightful conversational experiences. The cours…
Usecase: Adidas Challenges of Deploying a Global Chatbot
What are the challenges of rolling out a chatbot in a global organisation. How can you make a one size fits all model work? How do you provide local b…
Everybody knows how to Design Conversations Until They Get Punched in the Face
Designing conversations in the real world is tough. This talk explores how to create conversational interfaces when time, team, and tech pressures dis…
Skillset
Hans van Dam will discuss the CDI workflow that helps teams create human-centric and inclusive AI Assistants.
And of course, ChatGPT is also one of t…
Putting the ConvDesigner in the Pilot Seat
Botpress is an open-source chatbot platform enabling developers to build bots without data scientists. Launched in 2017, it includes a managed NLU eng…
How Conversation Designers are Using GPT LLMs in Voiceflow
Conversation designers are using large language models to automate content and focus on curating assistants. In this live workshop, Nicole Merrill (In…
Shopping and Customer Support on WhatsApp
Explore the power of WhatsApp for shopping and customer support with Manasi Gulati and Avani Kawa.
Usecase: Natwest Cora From Usefull to Delightful
Natwest's chatbot Cora has been at the forefront of Conversational AI. In this talk, Shnay shares the journey so far, the obstacles the team had to ov…
Workshop: Real World Lessons in CXD
Learn from experienced practitioners Jurgen Gravestein and Martin Andersen in this workshop recording.
David Vanderfluit Interview RMIT
Gain unique insights from David Vanderfluit in this insightful interview with Dr. Peter Thomas from RMIT.
Why Creative People are Great CXD
In this chat, listen to Tony & Kat discuss why creative artists will be the next generation of conversation designers.
Workshop: Omnichannel Assistants
Learn best practices for building omni-channel assistants that meet client expectations. Haptik’s Michelle Parayil and Tripti Nagpal share lessons fro…
People Working in Conversational AI
CDI Foundation and Talent Data Labs researched the personalities of people in conversational AI. Stefan van Tulder, CEO of Talent Data Labs, shares in…
Synthetic Media
Everyone is talking about generative AI and ChatGPT. But what does it mean for conversational AI? Bret Kinsella, founder of Voicebot and Synthetic Med…
Conversational AI Teams
Adi, Brynn, and Willem discuss how to scope conversational AI projects, track progress and engage with stakeholders.
Design Tools
Breaking down what we can learn from the past to better shape the multimodal world we're building for tomorrow
CAI and the Philosophers Stone
Conversation design should not be separated from development. Ronald argues that designers need tools and processes that directly translate intentions…
How to Build Delightful Conversational Flows
Using Ultimate’s in-house expertise, Marika demonstrates how to design conversation flows that are both helpful to customers and feel human, drawing f…
How to Structure a CXD Team
Learn how teams big and small structure their conversation design teams to create world class experiences that scale.
Workshop: Microsoft PVA
Welcome to the Main Event - The CDI / Microsoft Hackathon.
During this session you'll build a bot with Microsoft Power Virtual Agents. With expert sup…
Workshop: Inclusivity in CXD for Whatsapp
How can we design more inclusive conversations that accommodate different abilities? As conversation designers, we must create experiences that avoid…
Evolution of CXD at Salesforce
Learn about the evolution of conversation design at Salesforce with Greg Bennett.
Latest Trends
Stay ahead of the curve with Bret Kinsella's insights on the latest trends shaping the conversation design landscape.
The American Red Cross on Visualizing Conversational Journeys
Discover how conversational data can drive positive outcomes. Join CDI CEO Hans van Dam as he shares how the American Red Cross used it to connect hur…
Superior Customer Experiences that Drive Value
Today's customer experience can leave customers and employees frustrated. This talk will explore how to design impactful conversations using Rasa’s AI…
Conversational IVR in BFSI Industry
"The topic for today is the role of the IVR, the role of the voice in the conversation when it happens in the banking, financial, and insurance settin…
Introducing Conversational Engineering
Learn about Conversational Engineering, what all conversational engineers need to know and how a conversational tech stack works.
Introducing TOBi
Vodafone was among the first to adopt bot technology as part of their strategy for scaling. In this session, the technical lead of the TOBi project wi…
Connecting the Dots: Call Center Evolution using AI-Powered Chat and Voice Bots
Discover how AI-powered chat and voice bots are transforming call centers with Kelly Cassidy from Master of Code.
Workshop: Airy
Leading through the curriculum and the highlights of the Conversational Engineering Course and the Future of the Conversational Stack.
Leveraging the Power of Conversation
Introducing Google Business Messages:
- The What
- The Why
- The How
Voice and Customer Segmentation
Understanding your client is key to expanding your customer base. In my talk, I'll challenge the oversimplification of customer personas and show how…
School for Conversation Design
The School for Conversation Design is a new program teaching K12 students how to design conversational experiences, equipping them with skills and kno…
Ethics
Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmfu…
Thoughts When Building a CXD Tool
Gain valuable insights from Jason Gilbert and Braden Ream of Voiceflow on their thought process when building a conversation design tool.
