Browse Library

Gain valuable insights from Artificial Solutions' journey in conversational AI. Hear from Per Ottosson and Hans van Dam as they share their experiences building successful conversational AI solutions over 6 years, powering over 250 million interactions.

This webinar explores the process of designing a digital brand voice that aligns with the future of branding.

Learn how to train a language model, implement designs in any conversational AI platform: from simple answers to repair flows, entities and regex conditions.

Turn data into understanding and learn how to train language models, implement journeys, and do data-driven optimization.

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 keep improving?

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 language of AI training.

People from various fields, like linguists, engineers, and designers, all bring unique perspectives to conversational AI. In this talk, Hans van Dam shares the Integral Perspective on Conversational AI and how it offers a clear roadmap to maturity.

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 stats, key learnings and how we have managed to win colleague advocacy

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 conversation analysis, Academic Director at LSE, and has worked with organizations like Typeform and Deployed.

Learn how to automate customer service effectively with Robert Wilson-Fry from Cognigy.

Our topic today is designing virtual agents with advanced conversational user experience. We'll discuss key considerations for building a powerful virtual agent and advanced design patterns for creating a smooth conversational experience.

Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers.

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 Integral Strategy Framework helps organizations give insights into how to improve their scores.

Innovation expert John Mulholland challenges the way we learn, championing a radical rethink of how conversation design can be used as a powerful and persuasive tool to personalize learning -- creating conditions where our natural talents can flourish.

Conversation design should not be separated from development. Ronald argues that designers need tools and processes that directly translate intentions into reality, ensuring connections form a successful outcome—moving from alchemy to chemistry.

Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications.

Learn to create human-centric and inclusive AI assistants with the conversational AI workflow that is powering millions of conversations across the globe.

Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design.

Discover how AI-powered chat and voice bots are transforming call centers with Kelly Cassidy from Master of Code.

Learn what Conversation design is. And learn how to apply all the fundamental conversation design principles and techniques, to create a successful Conversational AI agent.

The key steps in the CDI Workflow, which design patterns should be used for which type of experience, and lots of examples of how to write good dialogue. At the end of the talk, he shares a simple checklist that helps you improve your designs quickly.

Conversation Designers focus on human-centricity, sample dialogue, flowchart design, user testing, and hand-overs.

Craft compelling conversational experiences with our CxD 2 Certificate. Master the art of writing engaging dialogue, defining brand voice, and optimizing conversation flows. Advance your career as a skilled conversational copywriter.

Adi, Brynn, and Willem discuss how to scope conversational AI projects, track progress and engage with stakeholders.

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 short-term outputs can lead to failure and how to prioritize long-term value for chatbot success.

The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI. Learn about UI interfaces, system integrations, and how to deploy Conversational AI platforms that align with your business needs.

"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 setting."

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 practices for crafting utterances, show common issues with a live demo, and use QBox to diagnose and fix problems.

This session lead by Hans Van Dam and Luke Kempen from Conversation Design Institute dives into the topic of "Crafting A Convincing Chatbot Business Case".

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 conversational AI. Participants will identify barriers, propose solutions, and create actions tailored to the industry.

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.

Gain unique insights from David Vanderfluit in this insightful interview with Dr. Peter Thomas from RMIT.

Breaking down what we can learn from the past to better shape the multimodal world we're building for tomorrow

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 prioritizing usability in AI—from discovery to launch—and the risks of neglecting design in a booming industry.

Explore the essentials of designing AI assistants with this free course. Learn the fundamentals of conversation design, the psychology behind conversations, the conversation design workflow, and practical techniques like Wizard of Oz testing and behavior design to create user-friendly AI interactions.

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 upcoming CDI-Haptik course on conversation design for Whatsapp.

Learn how to establish robust design standards for human-centric AI assistants with Hans van Dam and Jason Gilbert.

Explore key considerations for developing voice experiences that users can trust with Oita Coleman, Jon Stine, and Jasper Klimbie from OVN.

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 potholes and bars do they present?

Learn the fundamentals of AI ethics and how to apply ethical principles in the conversational AI workflow. Explore real-world dilemmas, prevent harmful outcomes, and implement Fairness, Accountability, Sustainability, and Transparency (FAST) principles to create ethical, responsible AI experiences.

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 data, AI and technical work more effective.

Cami Rincon from the Alan Turing Institute introduces the Conversation Design Institute’s new AI ethics course, exploring how to integrate fairness, accountability, and transparency into conversation design for voice assistants and chatbots.

This talk rethinks 'conversational' by exploring connections between conversation analysis and design. With 50 years of research on social interaction, it examines potential ‘moonshots’ shaping the future of conversation design and technology.

Designing conversations in the real world is tough. This talk explores how to create conversational interfaces when time, team, and tech pressures disrupt ideal UX design—because, as a boxer said, "Everyone has a plan until they get punched in the mouth."

Learn about the evolution of conversation design at Salesforce with Greg Bennett.

Kore AI enables conversational designers to go from design to deployment in hours. It allows real-time collaboration, helps design complex conversations without code, and reduces IT dependency with auto-generated code and bi-directional synchronization.

Rebecca and our CDI hosts will discuss what makes conversation design challenging to learn and teach.

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 trends are, and where they think it might go.

What are the social, economic, ethical, and psychological impacts of conversational AI? This session explores research findings and how they shaped our conversation design methodology.

NLP technologies will grow rapidly in the next 3-5 years. Developers and designers can incorporate these without rebuilding from scratch by using a managed NLU engine, giving access to top NLP options without needing data scientists or ML experts.

Go from Tech Ethics in theory to practice! Join Lisa Talia Moretti, a leading digital sociologist, at Beyond Boundaries Festival 2024 for insights on navigating the ethical complexities of technology

Discover how AI-driven chatbots and virtual assistants can transform operations, enhance customer experiences, and improve efficiency. This webinar offers insights for people and businesses ready to start their AI journey, going beyond just the technology.

In a recent insightful webinar, CDI's senior conversational AI consultant, Jasper Klimbie, guided participants through the various ways NLU and LLM-based conversational AI could work together to maximize outcomes.

Customer demands are growing faster than budgets, so organizations are turning to AI and CX Automation. This session covers maximizing CX with AI, using bots and agents to bridge gaps, and maintaining relationships as automation drives engagement.

Learn how Belgium's National Railway Company significantly reduced fall-back to live agents within 3 months. Watch the live recording of Benoit Alvarez & Tim Lambrechts from Qbox and discover their successful conversational AI implementation.

Female health has long been overlooked in medicine. Conversation design can change that—at scale. By helping women harness their body signals, it has the power to transform healthcare and build a better future for everyone, everywhere.

Conversation designers are using large language models to automate content and focus on curating assistants. In this live workshop, Nicole Merrill (Intuit), Nicholas Laing (JPMorgan Chase), and Ali Pinch (Leading Australian Retailer) share how they use LLMs.

In a recent insightful webinar, CDI's senior conversational AI consultant, Jasper Klimbie, guided participants through the various ways NLU and LLM-based conversational AI could work together to maximize outcomes.

Using Ultimate’s in-house expertise, Marika demonstrates how to design conversation flows that are both helpful to customers and feel human, drawing from thousands of refined support chat flows built with customers.

Joaquim Bargalló, Head of Customer Success at Artificial Solutions, explains why localization is the best strategy for scaling conversational AI. Learn from Skoda and Swisscom projects on building effective solutions for multiple languages and markets.

This talk focuses on the choices and trade-offs during a conversational AI implementation, covering topics like: - Finding automation principles - Identifying a suitable focus for automation - Choosing the right technology & vendor

Stephen Broadhurst and Gregory Whiteside from HumanFirst show how to launch new bot styles by monitoring user input and supervising responses. They also demonstrate using NLU design to understand challenges and adjust product features and bot training.

Learn how teams big and small structure their conversation design teams to create world class experiences that scale.

In this session, we explore practical use cases of generative AI in customer support and examine UltimateGPT's capabilities. We’ll also discuss the future of automated support, focusing on the importance of hybrid bots powered by humans.

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. Besides being an expert persona designer, he is one half of Hans & The Botperson

Teams must scale conversational AI to meet customer expectations, but many lack a maturity model. In this keynote, Braden Ream, CEO of Voiceflow, shares a framework and examples to help teams assess their maturity and improve their conversational channels.

Learn about Conversational Engineering, what all conversational engineers need to know and how a conversational tech stack works.

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 will introduce TOBi, the Vodafone Bot, and share insights from their incredible journey.

Get a basic understanding of how AI Assistants work and become familiar with the workflow of designing conversations. Train your skills right away with practical exercises. The intro course is a great stepping stone to CDI courses in Conversation Design, Conversational Copywriting, and AI Training.

Learn how ChatGPT can be used to maximise the performance of your chatbots and IVR systems and create delightful conversational experiences. The course can be applied with other LLMs and doesn't require technical skills.

The Introduction to Prompt Design (IPD) certificate exam will validate your knowledge in the fundamental principles for creating human-centered, inclusive chatbots. It’s ideal for conversation designers, AI trainers, and product managers.

Catch up on Xavier Vilasis’ speech "Keys to success in implementing AI in organisations." Xavier, a distinguished researcher at La Salle University Barcelona, leads the Smart Society group and has key roles at CERN, IEEE, and in AI education and research.

Discover the exciting intersection of Large Language Models (LLMs) and Rasa with Alan Nichol and Hans van Dam.

Stay ahead of the curve with Bret Kinsella's insights on the latest trends shaping the conversation design landscape.

Introducing Google Business Messages: - The What - The Why - The How

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 to the enterprise.

In this co-created module with Wysdom, a Calabrio company, we delve into the crucial aspect of Bot Management. Gain insights into strategies and techniques to effectively manage your conversational AI solutions post-deployment.

One size doesn’t fit all in conversational logic. Christian Buchwald, Chatbot Enthusiast at Cognigy, shares how to build resilience in conversation design to handle different user patterns, ensuring flexible conversation paths and better user experiences.

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 bots utilising Large Language Models without it you and your bots risk being obsolete.

SPEAKING model – a conceptual framework where we turn abstract concepts in Conversational AI into something that can help us systematically gather language, culture, and context data.

This session explores the role of Large Language Models (LLMs) in content management and digital transformation, covering challenges like managing knowledge bases, accuracy, and avoiding AI hallucinations, with a focus on structured content and collaboration.

CDI Foundation and Talent Data Labs researched the personalities of people in conversational AI. Stefan van Tulder, CEO of Talent Data Labs, shares insights on how these findings can help enterprises quickly source, qualify, and onboard AI team members.

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.

Experts who shaped personas for Google, Babylon Health, and Daimler discuss why brands need personas, how to develop them, and their role in personality content. Learn how persona design differs for chat vs. voice in this insightful panel.

What's the fuss about? CDIS' Jasper Klimbie shares his philosophy on 'Personality as a Design Framework' for your conversational AI project.

Botpress is an open-source chatbot platform enabling developers to build bots without data scientists. Launched in 2017, it includes a managed NLU engine, a design studio, and flexible integrations. With 9,400+ GitHub stars, it has 100,000 users.

Most discussions focus on multi-turn conversations, but consumers mainly use voice tech for single-turn interactions. Conversational designers can meet this demand using platforms like Speechly which offer easy access to build effective voice-enabled services.

Avatars with full facial animation are replacing static 2D virtual assistants. Martin Hill-Wilson shares insights from experts at Speech Graphics and Capita Experience on how these avatars compare to traditional bots and the unique dynamics they introduce.

This session explored building brand-safe LLMs to revolutionize CX. We discussed identifying effective use cases for generative AI, ensuring its relevance in addressing customer needs, and explored the tools and techniques needed to bring these ideas to life.

The School for Conversation Design is a new program teaching K12 students how to design conversational experiences, equipping them with skills and knowledge for future learning or careers in the growing field of conversational AI.

Explore the power of WhatsApp for shopping and customer support with Manasi Gulati and Avani Kawa.

This class explores conversational trouble, covering both designing and producing conversational turns, and responding to misunderstandings or Freudian slips made by others or Conversational User Interfaces (CUI).

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 the topics covered.

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 way to interface with our network of physical objects. Let's take a look at how people use their voices with IoT today and how we can design the next generation of smarter things.

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 data, AI and technical work more effective.

Today's customer experience can leave customers and employees frustrated. This talk will explore how to design impactful conversations using Rasa’s AI platform, featuring adaptive dialogue management and best practices for successful adoption and impact.

Everyone is talking about generative AI and ChatGPT. But what does it mean for conversational AI? Bret Kinsella, founder of Voicebot and Synthetic Media, will share his insights on how to use these technologies, what to expect, and what to be cautious of.

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 hurricane victims to shelters and automate blood donation scheduling, unlocking insights for better automation.

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 needs to happen for that level of acceptance and utility to come about into daily life.

Gain valuable insights from Jason Gilbert and Braden Ream of Voiceflow on their thought process when building a conversation design tool.

Discover the latest tools and techniques for creating engaging and effective conversational experiences within the Slack ecosystem with Isabela Berbel, Denise Martinez, and Greg Bennett from Salesforce.

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’s impact on startups, her journey with an AI headshot generator, and the power of simple AI solutions.

In this webinar on “Transforming the Patient Experience with Conversational AI,” Deborah Akinyele, a speech and language pathologist, introduces the latest techniques transforming healthcare with technology.

Building a chatbot is exciting, but building the right team is crucial. Zendesk's Chatbot team shares how they identified talent needs, built cross-company relationships, and developed systems to keep a complex project moving forward in this Q&A session.

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). Richard will share Philips’ first assistants on this journey in the Digital Marketing and E-commerce space.

Unlock the potential of automation in customer support with this ultimate course designed for professionals seeking to streamline operations and enhance service quality.

In this session, Benoit will explore how to understand how NLP engines behave, understand how to “teach” them, typical mistakes made, and best practices in training models.

In a recent insightful webinar, CDI's senior conversational AI consultant, Jasper Klimbie, guided participants through the various ways NLU and LLM-based conversational AI could work together to maximize outcomes.

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 business teams to optimise and influence the success of the chatbot?

At the BBC, we aim to design conversations that allow users to engage efficiently and ethically, serving the public good. With conversational AI, we’re reimagining our mission to inform, educate, and entertain while ensuring inclusivity, accuracy, and trust.

Willian Costa and Rafael Cunha discuss the challenges of writing bot copy with large text and cognitive load, ensuring the Brazilian electoral process's security, tackling misinformation, and delivering the best UX possible.

Discover how an intent-based chatbot merges marketing automation, luxury brand ambassadors, and personalized content. Learn its impact on user engagement and the future of brand interactions in this fireside chat with an Infobip conversation design expert.

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 overcome, and future of conversational AI at Natwest

In the webinar, 'Using Chatbots: Where and When,' we dive into the strategic deployment of chatbots in today's dynamic business landscape.

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 potential impact on customer experiences and operational efficiency in his session on digital human technology.

This session will be a Q&A featuring Ilaria Di Donfranceso Product Owner at Vodafone answering questions about the latest at Vodafone!

Understanding your client is key to expanding your customer base. In my talk, I'll challenge the oversimplification of customer personas and show how real-life customer interactions reveal insights for better conversation design and conversational AI.

Learn the core features of Voiceflow and how to design, prototype, and scale engaging voice, chat, and multi-modal assistants. This hands-on course follows the CDI workflow, giving you the tools to create conversational experiences that meet industry best practices.

An AI Trainer is responsible for cognition, ensuring the assistant understands what people say. This panel discusses the challenges, required skillset, and the relationship between engineering, AI training, design, and copywriting.

In this chat, listen to Tony & Kat discuss why creative artists will be the next generation of conversation designers.

Leading through the curriculum and the highlights of the Conversational Engineering Course and the Future of the Conversational Stack.

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 talk, we will cover the methodology we used to grow our diverse intent training data library.

Better conversational AI starts with team collaboration. Join Voiceflow to learn how to modernize workflows, from design to launch. This session shares frameworks from leading brands to help CAI teams build great user experiences—and a surprise challenge!

How can we design more inclusive conversations that accommodate different abilities? As conversation designers, we must create experiences that avoid exclusion and mismatched interactions, ensuring both functional and emotionally positive chatbot interactions.

Come join Microsoft’s Conversational AI Design team to learn how to envision and build engaging conversational bots. In this session, expect to learn about the top conversational design tips and how design can drive adoption within your organization and users

Welcome to the Main Event - The CDI / Microsoft Hackathon. During this session you'll build a bot with Microsoft Power Virtual Agents. With expert support and coaching from Sarah Critchley, Principal Program Manager and Gary Pretty, Principal Product Manager.

In this event, you'll build a bot with Microsoft Power Virtual Agents, receiving expert support and coaching from Sarah Critchley, Gary Pretty, and the CDI Services team: Jasper Klimbie, Martin Andersen, and Jurgen Gravestein.

Learn best practices for building omni-channel assistants that meet client expectations. Haptik’s Michelle Parayil and Tripti Nagpal share lessons from building 100+ chatbots across platforms like Web, WhatsApp, and Facebook in this 1-hour workshop.

Learn from experienced practitioners Jurgen Gravestein and Martin Andersen in this workshop recording.