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Chatbots provide continuous support for common inquiries, such as document requests, application statuses, or service information.
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.
Industries
Functions
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
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.
Trusted by global brands
“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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“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!”
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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
Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter…
Honeybook explores Agentic Experience Design
CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work…
Boosting Voice AI Performance for Deutsche Telekom
CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t…
Leading Global HR Services Provider
Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor…
IND embraces Conversational AI as a channel
The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c…
Global Sports Retail Chatbot
A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020. I…
Migrating Hansgrohe's Chatbot, Hans
The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe…
Migrating Trulet’s Chatbot, Trudi
Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha…
Expanding multilingual IVR support
A leading global provider of cutting-edge software and services, embarked on a transformative journe…
Goodcall’s AI Phone Assistants
Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th…
Healthcare HR Chatbot
Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to…
Vandebron’s Chatbot, Mick
Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c…
Vodafone’s Virtual Assistant, TOBi
Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi…
HP’s Virtual Assistant
HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.…
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.
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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.
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