# Voice AI & Conversational IVR Use Cases | Conversation Design Institute > Where voice AI delivers: conversational IVR, voice assistants, and voice bots across customer service, healthcare, and sales, from Conversation Design Institute. Source: https://www.conversationdesigninstitute.com/use-cases/voice --- 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. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service) ![](https://a.storyblok.com/f/323168/4096x2160/d130379219/adobestock_1077984694.jpeg/m/1800x0/) ## The rise of the voice interface Today's enterprises embrace conversational AI technologies, like voice assistants and conversational [IVR](/topics/ivr), because they serve as digital workforce multipliers. ![](/assets/images/components/molecules/section-three-circles/illustration.svg) ## 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 IVR systems and voice assistants handle customer inquiries around the clock, reducing wait times and improving accessibility. ### 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. [ Conversational AI for Business ](/conversational-ai-for-business)[ Courses and certification ](/courses) ![](https://a.storyblok.com/f/323168/8064x5376/3fee018d76/adobestock_1254265744.jpeg/m/900x0/) ## Trusted by global brands ![](https://a.storyblok.com/f/323168/250x251/646abfb7cf/hp.svg) [ Read case study ](/case-studies/hp-virtual-assistant) “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.” ![](https://a.storyblok.com/f/323168/800x800/7db542959d/anju-sharma-hp.jpeg/m/100x0/filters:no_upscale()) Anju Sharma HP Manager Virtual Agent ![](https://a.storyblok.com/f/323168/140x22/6ae8dda10a/vandebron.svg) [ Read case study ](/case-studies/vandebrons-chatbot-mick) “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.” ![](https://a.storyblok.com/f/323168/500x500/1468a6f565/bob-vandebron.jpeg/m/100x0/filters:no_upscale()) Bob Molenaar Vandebron Digital Experience Manager ![](https://a.storyblok.com/f/323168/17x5/25cd7467db/vodafone.svg) [ Read case study ](/case-studies/vodafone-tobi-assistant) “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.” ![](https://a.storyblok.com/f/323168/800x800/c5f1b45aa7/beatriz-vodafone.jpeg/m/100x0/filters:no_upscale()) Beatriz Lopez Mencia Vodafone UX Design Manager ![](https://a.storyblok.com/f/323168/293x48/4ddb8c8436/hva-white.svg) “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!” ![](https://a.storyblok.com/f/323168/800x800/a5d1c27770/rick-smart-media.jpeg/m/100x0/filters:no_upscale()) Rick Goossens HvA/AUAS Education Manager ![](https://a.storyblok.com/f/323168/493x83/6a34bccbfa/t-mobile.svg) ![](https://a.storyblok.com/f/323168/120x20/c50cb56de9/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/90be3cc2d2/optum.png) ![](https://a.storyblok.com/f/323168/318x65/ac017805c8/jp-morgan.svg) ![](https://a.storyblok.com/f/323168/178x50/338733f31e/vodafone.png) ![](https://a.storyblok.com/f/323168/108x50/e6600362e9/kpn.png) ![](https://a.storyblok.com/f/323168/493x83/6a34bccbfa/t-mobile.svg) ![](https://a.storyblok.com/f/323168/120x20/c50cb56de9/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/90be3cc2d2/optum.png) ![](https://a.storyblok.com/f/323168/318x65/ac017805c8/jp-morgan.svg) ![](https://a.storyblok.com/f/323168/178x50/338733f31e/vodafone.png) ![](https://a.storyblok.com/f/323168/108x50/e6600362e9/kpn.png) ![](https://a.storyblok.com/f/323168/493x83/6a34bccbfa/t-mobile.svg) ![](https://a.storyblok.com/f/323168/120x20/c50cb56de9/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/90be3cc2d2/optum.png) ![](https://a.storyblok.com/f/323168/318x65/ac017805c8/jp-morgan.svg) ![](https://a.storyblok.com/f/323168/178x50/338733f31e/vodafone.png) ![](https://a.storyblok.com/f/323168/108x50/e6600362e9/kpn.png) ## 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. ![](/assets/images/components/molecules/about-the-framework/illustration.svg) 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](/assets/images/components/organisms/standards-framework-systematic/illustration-layer-1.svg) ![CDI Standards Framework](/assets/images/components/organisms/standards-framework-systematic/illustration-layer-2.svg) ![CDI Standards Framework](/assets/images/components/organisms/standards-framework-systematic/illustration-layer-3.svg) **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](/assets/images/components/organisms/standards-framework-workflow/illustration.svg) **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](/case-studies/cosmetics-chatbot) ![Assessing, improving and implementing the building process for a cosmetics chatbot](https://a.storyblok.com/f/323168/512x512/ad82eeb66d/lipstick.png) ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) ![Honeybook explores Agentic Experience Design](https://a.storyblok.com/f/323168/665x77/925751431f/honeybook-dark.png) ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) ![Boosting Voice AI Performance for Deutsche Telekom](https://a.storyblok.com/f/323168/1000x492/56fc01afd3/toppng-com-telekom-logo-b-w-capital-one-logo-white-1000x492.png) ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) ![Leading Global HR Services Provider ](https://a.storyblok.com/f/323168/2380x1582/4840248cff/hr-icon-white.png) ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) ![IND embraces Conversational AI as a channel](https://a.storyblok.com/f/323168/1654x1654/374ed558a6/ind.png) ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) ![Global Sports Retail Chatbot](https://a.storyblok.com/f/323168/3841x3178/8cc9ae8e5f/adidas-white-iwth-space.png) ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) ![Migrating Hansgrohe's Chatbot, Hans](https://a.storyblok.com/f/323168/516x114/b4b7a3b9da/hansgrohe.svg) ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) ![Migrating Trulet’s Chatbot, Trudi](https://a.storyblok.com/f/323168/147x41/27775ef1ab/trudi.svg) ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) ![Expanding multilingual IVR support](https://a.storyblok.com/f/323168/5760x4818/c00db0b985/ivr-white-with-spacing.png) ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) ![Goodcall’s AI Phone Assistants](https://a.storyblok.com/f/323168/499x127/f3fa6cc0c8/goodcall.svg) ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) ![Healthcare HR Chatbot](https://a.storyblok.com/f/323168/5760x3843/c8444c9d06/cross-white-space.png) ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) ![Vandebron’s Chatbot, Mick](https://a.storyblok.com/f/323168/140x22/6ae8dda10a/vandebron.svg) ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) ![Vodafone’s Virtual Assistant, TOBi](https://a.storyblok.com/f/323168/493x494/5fb37f832a/vodafone-white.svg) ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) ![HP’s Virtual Assistant](https://a.storyblok.com/f/323168/250x251/646abfb7cf/hp.svg) ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## 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. ### Get in touch By submitting this form, you agree to CDI processing your data to respond to your inquiry. Submit Form submitted Thanks, we’ll be in touch soon. ### 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 By submitting this form, you agree to CDI processing your data to respond to your inquiry. Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events) ![Events](/assets/images/components/molecules/quick-links/users.svg) Events [](/blog) ![Blogs](/assets/images/components/molecules/quick-links/pen-paper.svg) Blogs [](/resources#reports) ![Reports & Research](/assets/images/components/molecules/quick-links/papers.svg) Reports & Research [](/case-studies) ![Case studies](/assets/images/components/molecules/quick-links/puzzle.svg) Case studies [](/use-cases) ![Use cases](/assets/images/components/molecules/quick-links/bubble.svg) Use cases [](/contact) ![FAQs](/assets/images/components/molecules/quick-links/questions.svg) FAQs