# Conversational AI Channels & Applications > 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. Source: https://www.conversationdesigninstitute.com/topics/channels --- [ 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 ![](https://img.youtube.com/vi/GKJf2Y9rIaM/maxresdefault.jpg) ## 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 ![](https://a.storyblok.com/f/323168/53x53/ce16bcd575/hans.png/m/100x0/filters:no_upscale()) Hans van Dam Conversation Design Institute CEO 1:16 min ![](https://img.youtube.com/vi/mIC1XlSOtQk/maxresdefault.jpg) ## 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) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ## Learn more about Conversational AI Channels [ Explore relevant course modules ](https://learn.conversationdesigninstitute.com/home) ![CDI Workflow](/assets/images/icons/thick-dots/circle.svg) ### [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](/assets/images/icons/thick-dots/circle.svg) ### [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](/assets/images/icons/thick-dots/circle.svg) ### [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](/assets/images/icons/thick-dots/circle.svg) ### [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. ![](/assets/images/icons/dots/rectangles.svg) [ View library ](/topics/browse-library) ![](/assets/images/icons/dots/circles.svg) [ Career path ](/blog/career-paths-in-conversational-ai-and-generative-ai) ![](/assets/images/icons/dots/circle.svg) [ 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](/assets/images/icons/course/ai-ethics.svg) ### [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](/assets/images/icons/course/ai-trainer.svg) ### [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](/assets/images/icons/course/cdi-method-foundation.svg) ### [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 [Conversation Designer](/courses/conversation-designer) ![Conversation Designer](/assets/images/icons/course/conversation-designer.svg) ### [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 Designer](/courses/introduction-to-agentic-experience-design) ![Agentic Experience Designer](/assets/images/icons/course/agentic-experience-designer.svg) ### [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) Learn Agentic Experience Design (AXD), the systematic methodology for designing autonomous AI agents that build Conversational Capital, the trust your organizat… 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](/assets/images/icons/course/ai-ethics.svg) ### [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](/assets/images/icons/course/ai-trainer.svg) ### [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](/assets/images/icons/course/cdi-method-foundation.svg) ### [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 [Conversation Designer](/courses/conversation-designer) ![Conversation Designer](/assets/images/icons/course/conversation-designer.svg) ### [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 Designer](/courses/introduction-to-agentic-experience-design) ![Agentic Experience Designer](/assets/images/icons/course/agentic-experience-designer.svg) ### [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) Learn Agentic Experience Design (AXD), the systematic methodology for designing autonomous AI agents that build Conversational Capital, the trust your organizat… 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](/assets/images/icons/course/ai-ethics.svg) ### [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](/assets/images/icons/course/ai-trainer.svg) ### [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](/assets/images/icons/course/cdi-method-foundation.svg) ### [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 [Conversation Designer](/courses/conversation-designer) ![Conversation Designer](/assets/images/icons/course/conversation-designer.svg) ### [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 Designer](/courses/introduction-to-agentic-experience-design) ![Agentic Experience Designer](/assets/images/icons/course/agentic-experience-designer.svg) ### [Agentic Experience Designer](/courses/introduction-to-agentic-experience-design) Learn Agentic Experience Design (AXD), the systematic methodology for designing autonomous AI agents that build Conversational Capital, the trust your organizat… 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. 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