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IVR systems and voice assistants handle customer inquiries around the clock, reducing wait times and improving accessibility.
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.
Industries
Functions
The rise of the voice interface
Today's enterprises embrace conversational AI technologies, like voice assistants and conversational 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
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.
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 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
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.
Get in touch
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