Unprompted Transistor (https://transistor.fm) https://feeds.transistor.fm/unprompted-67274322-aca7-4515-ae0a-a0d9d8fc547a Welcome to Unprompted, a conversation series by the Conversation Design Institute, where we explore the craft, the practice, and the future of conversational AI with the people shaping it. Learn directly from global leaders, designers, and researchers who are shaping the future of Conversational AI. Each episode of Unprompted brings candid insights, practical lessons, and behind-the-scenes stories from the people building today’s most impactful AI experiences. © 2026 Conversation Design Institute dec1078b-e731-55fa-a507-40773e003b2f yes en Tue, 26 May 2026 10:00:19 +0100 Tue, 26 May 2026 10:03:37 +0100 https://www.conversationdesigninstitute.com/ https://img.transistorcdn.com/Ap3hOhoghKrvpD7vgpo4NgVH6IO1tvMKbhSl_oaHfFc/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8yOTg2/ZWU1YjkwYTcwMWNm/NGQwZTFhNTA0Njg5/MmQ0NS5wbmc.jpg Unprompted https://www.conversationdesigninstitute.com/ episodic Conversation Design Institute Welcome to Unprompted, a conversation series by the Conversation Design Institute, where we explore the craft, the practice, and the future of conversational AI with the people shaping it. Learn directly from global leaders, designers, and researchers who are shaping the future of Conversational AI. Each episode of Unprompted brings candid insights, practical lessons, and behind-the-scenes stories from the people building today’s most impactful AI experiences. Welcome to Unprompted, a conversation series by the Conversation Design Institute, where we explore the craft, the practice, and the future of conversational AI with the people shaping it. conversation design, conversational AI, Accenture Song, large language models, generative AI, voice assistants, user experience, chatbot design, collaborative design, human-centered design, content strategy, design disciplines, cross-functional collaboration, conversational systems, testing protocols, conversational quality, customer journey, AI technologies, community of practice, minimum viable product, user research, iterative design, complexity tax, brand personality, immersive experiences, conversational interactions, design methodology, content governance, creative technologists, strategic thinking, conversational ecosystems, AI-generated content, stakeholder engagement, design advocacy, future of conversation, design challenges, conversational design practice, user-centered interactions, system prompting, research and strategy, conversational experience design, design community, digital transformation, technology integration, design collaboration, evolving role of designers. Conversation Design Institute ruby@conversationdesigninstitute.com No No From Play-Doh Models to Real Systems: Designing Trustworthy Conversational AI | With Nandini Stocker 9 9 From Play-Doh Models to Real Systems: Designing Trustworthy Conversational AI | With Nandini Stocker full 344e02e0-143b-462d-b615-0ae682712c6f https://share.transistor.fm/s/58cd1c1a Designing Conversational AI That is Trustworthy and Empathetic | From Scripts to System Behaviour


In this episode of the CDI Expert Series: Unprompted, we sit down with Nandini Stocker, a global leader in conversational AI with over 25 years of experience designing voice and chat systems across 60+ languages and 120 countries. Drawing on her work at Google, Flipkart, and USAA, Nandini shares a powerful perspective on how conversation design is fundamentally changing in the era of large language models.

Together, they explore the shift from rule-based and intent-driven systems to generative, adaptive models - captured in Nandini’s “Legos to Play-Doh” analogy. The conversation focuses on what this transformation means for designers today: moving beyond writing dialogue to shaping system behaviour through tone, guardrails, and governance. They also examine how empathy must now be designed at scale, accounting for emotional context, cultural nuance, and real-world complexity across global audiences.


This episode explores:

  • The shift from scripted dialogue to generative, LLM-driven systems
  • Designing system behaviour instead of individual prompts
  • Building empathy at scale through rules of engagement
  • Balancing global standards with deeply local, context-specific design
  • Designing for multilingual and culturally diverse markets
  • Governance, tone systems, and safety guardrails in high-trust domains
  • Empowering designers through tooling, rituals, and shared ownership

This highlights how design is evolving beyond scripts and prompts, and what it truly takes to build trustworthy, human-centered AI at scale. So after listening, the question becomes: how do you design conversational AI systems that balance flexibility with control, while remaining empathetic, culturally aware, and trustworthy at scale?


Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Nandini Stocker, Sr. 

https://www.linkedin.com/in/nandini-stocker

Design executive and conversation systems leader with over 25 years of experience shaping how AI speaks across 60+ languages, 120 countries, and 50+ industries. 


]]> Designing Conversational AI That is Trustworthy and Empathetic | From Scripts to System Behaviour


In this episode of the CDI Expert Series: Unprompted, we sit down with Nandini Stocker, a global leader in conversational AI with over 25 years of experience designing voice and chat systems across 60+ languages and 120 countries. Drawing on her work at Google, Flipkart, and USAA, Nandini shares a powerful perspective on how conversation design is fundamentally changing in the era of large language models.

Together, they explore the shift from rule-based and intent-driven systems to generative, adaptive models - captured in Nandini’s “Legos to Play-Doh” analogy. The conversation focuses on what this transformation means for designers today: moving beyond writing dialogue to shaping system behaviour through tone, guardrails, and governance. They also examine how empathy must now be designed at scale, accounting for emotional context, cultural nuance, and real-world complexity across global audiences.


This episode explores:

  • The shift from scripted dialogue to generative, LLM-driven systems
  • Designing system behaviour instead of individual prompts
  • Building empathy at scale through rules of engagement
  • Balancing global standards with deeply local, context-specific design
  • Designing for multilingual and culturally diverse markets
  • Governance, tone systems, and safety guardrails in high-trust domains
  • Empowering designers through tooling, rituals, and shared ownership

This highlights how design is evolving beyond scripts and prompts, and what it truly takes to build trustworthy, human-centered AI at scale. So after listening, the question becomes: how do you design conversational AI systems that balance flexibility with control, while remaining empathetic, culturally aware, and trustworthy at scale?


Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Nandini Stocker, Sr. 

https://www.linkedin.com/in/nandini-stocker

Design executive and conversation systems leader with over 25 years of experience shaping how AI speaks across 60+ languages, 120 countries, and 50+ industries. 


]]> Tue, 26 May 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 5408 Designing Conversational AI That is Trustworthy and Empathetic | From Scripts to System Behaviour


In this episode of the CDI Expert Series: Unprompted, we sit down with Nandini Stocker, a global leader in conversational AI with over 25 years of experience designing voice and chat systems across 60+ languages and 120 countries. Drawing on her work at Google, Flipkart, and USAA, Nandini shares a powerful perspective on how conversation design is fundamentally changing in the era of large language models.

Together, they explore the shift from rule-based and intent-driven systems to generative, adaptive models - captured in Nandini’s “Legos to Play-Doh” analogy. The conversation focuses on what this transformation means for designers today: moving beyond writing dialogue to shaping system behaviour through tone, guardrails, and governance. They also examine how empathy must now be designed at scale, accounting for emotional context, cultural nuance, and real-world complexity across global audiences.


This episode explores:

  • The shift from scripted dialogue to generative, LLM-driven systems
  • Designing system behaviour instead of individual prompts
  • Building empathy at scale through rules of engagement
  • Balancing global standards with deeply local, context-specific design
  • Designing for multilingual and culturally diverse markets
  • Governance, tone systems, and safety guardrails in high-trust domains
  • Empowering designers through tooling, rituals, and shared ownership

This highlights how design is evolving beyond scripts and prompts, and what it truly takes to build trustworthy, human-centered AI at scale. So after listening, the question becomes: how do you design conversational AI systems that balance flexibility with control, while remaining empathetic, culturally aware, and trustworthy at scale?


Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Nandini Stocker, Sr. 

https://www.linkedin.com/in/nandini-stocker

Design executive and conversation systems leader with over 25 years of experience shaping how AI speaks across 60+ languages, 120 countries, and 50+ industries. 


]]> conversation design, conversational AI, Accenture Song, large language models, generative AI, voice assistants, user experience, chatbot design, collaborative design, human-centered design, content strategy, design disciplines, cross-functional collaboration, conversational systems, testing protocols, conversational quality, customer journey, AI technologies, community of practice, minimum viable product, user research, iterative design, complexity tax, brand personality, immersive experiences, conversational interactions, design methodology, content governance, creative technologists, strategic thinking, conversational ecosystems, AI-generated content, stakeholder engagement, design advocacy, future of conversation, design challenges, conversational design practice, user-centered interactions, system prompting, research and strategy, conversational experience design, design community, digital transformation, technology integration, design collaboration, evolving role of designers. No Designing Hybrid Conversational AI: Why Hybrid Beats Fully Generative | With Rebecca Evanhoe 8 8 Designing Hybrid Conversational AI: Why Hybrid Beats Fully Generative | With Rebecca Evanhoe full d7b31dc9-53c6-46c6-9991-06754d24b4a5 https://share.transistor.fm/s/066a6858 Designing Hybrid Conversational AI

In this episode of the CDI Expert Series: Unprompted, we sit down with Rebecca Evanhoe to explore what it really takes to design and scale conversational AI in production. Drawing on her work building voice AI for thousands of restaurants at Slang.ai, Rebecca shares a grounded, experience-driven perspective on hybrid systems, evaluation, and why strong conversation design principles matter more than ever in the age of LLMs.

We delve into the practical realities of deploying conversational AI at scale, moving past the hype to emphasize that hybrid architectures, combining deterministic logic with carefully scoped LLM tasks, are essential for voice-based and high-stakes environments. A major focus is on rigorous evaluation, where Rebecca outlines the process of designing experiments, defining clear success criteria, and combining human and automated testing to build confidence and mitigate hallucinations, rather than trusting LLMs out of the box.
 
This episode also covers:

  • Why hybrid conversational systems outperform fully generative approaches
  • How to evaluate LLMs for real-world conversational use cases
  • Designing voice AI that respects turn-taking, timing, and social norms
  • Using LLMs as components rather than full conversation drivers
  • The growing importance of evaluation as a core design skill
  • What conversation designers should focus on as AI tooling evolves
  • Balancing automation, hospitality, and brand experience in voice interfaces

This episode offers a practical, no-nonsense look at what it takes to design conversational AI that actually works. So after listening, the question becomes: how do you design conversational AI systems that are not just powerful but reliable, testable, and ready for the real world?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Rebecca Evanhoe
https://www.linkedin.com/in/rebecca-evanhoe
Author of Conversations with Things, Product Manager at Slang.ai

]]> Designing Hybrid Conversational AI

In this episode of the CDI Expert Series: Unprompted, we sit down with Rebecca Evanhoe to explore what it really takes to design and scale conversational AI in production. Drawing on her work building voice AI for thousands of restaurants at Slang.ai, Rebecca shares a grounded, experience-driven perspective on hybrid systems, evaluation, and why strong conversation design principles matter more than ever in the age of LLMs.

We delve into the practical realities of deploying conversational AI at scale, moving past the hype to emphasize that hybrid architectures, combining deterministic logic with carefully scoped LLM tasks, are essential for voice-based and high-stakes environments. A major focus is on rigorous evaluation, where Rebecca outlines the process of designing experiments, defining clear success criteria, and combining human and automated testing to build confidence and mitigate hallucinations, rather than trusting LLMs out of the box.
 
This episode also covers:

  • Why hybrid conversational systems outperform fully generative approaches
  • How to evaluate LLMs for real-world conversational use cases
  • Designing voice AI that respects turn-taking, timing, and social norms
  • Using LLMs as components rather than full conversation drivers
  • The growing importance of evaluation as a core design skill
  • What conversation designers should focus on as AI tooling evolves
  • Balancing automation, hospitality, and brand experience in voice interfaces

This episode offers a practical, no-nonsense look at what it takes to design conversational AI that actually works. So after listening, the question becomes: how do you design conversational AI systems that are not just powerful but reliable, testable, and ready for the real world?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Rebecca Evanhoe
https://www.linkedin.com/in/rebecca-evanhoe
Author of Conversations with Things, Product Manager at Slang.ai

]]> Tue, 19 May 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 3548 Designing Hybrid Conversational AI

In this episode of the CDI Expert Series: Unprompted, we sit down with Rebecca Evanhoe to explore what it really takes to design and scale conversational AI in production. Drawing on her work building voice AI for thousands of restaurants at Slang.ai, Rebecca shares a grounded, experience-driven perspective on hybrid systems, evaluation, and why strong conversation design principles matter more than ever in the age of LLMs.

We delve into the practical realities of deploying conversational AI at scale, moving past the hype to emphasize that hybrid architectures, combining deterministic logic with carefully scoped LLM tasks, are essential for voice-based and high-stakes environments. A major focus is on rigorous evaluation, where Rebecca outlines the process of designing experiments, defining clear success criteria, and combining human and automated testing to build confidence and mitigate hallucinations, rather than trusting LLMs out of the box.
 
This episode also covers:

  • Why hybrid conversational systems outperform fully generative approaches
  • How to evaluate LLMs for real-world conversational use cases
  • Designing voice AI that respects turn-taking, timing, and social norms
  • Using LLMs as components rather than full conversation drivers
  • The growing importance of evaluation as a core design skill
  • What conversation designers should focus on as AI tooling evolves
  • Balancing automation, hospitality, and brand experience in voice interfaces

This episode offers a practical, no-nonsense look at what it takes to design conversational AI that actually works. So after listening, the question becomes: how do you design conversational AI systems that are not just powerful but reliable, testable, and ready for the real world?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Rebecca Evanhoe
https://www.linkedin.com/in/rebecca-evanhoe
Author of Conversations with Things, Product Manager at Slang.ai

]]> conversational AI, voice AI, conversation design, Rebecca Avenel, Slang, restaurant technology, large language models, LLMs, deterministic systems, generative AI, speech recognition, natural language understanding, intent classification, conversational experiences, hybrid conversational systems, user experience, behavioral psychology, prompt engineering, context engineering, multilingual capabilities, reservation systems, customer support, hospitality, AI transparency, critical thinking, diagnostic ability, conversational interactions, AI-driven solutions, scalable systems, data-driven design, user satisfaction, brand experience, automation in restaurants, AI ethics, conversation design principles, iterative experimentation, AI tools, training AI models, customer engagement, conversational interfaces, operational considerations, AI performance evaluation, conversational analytics, user needs, restaurant vertical, digital transformation, AI integration, empathy in AI, social proof in conversation design, human-AI collaboration, AI product development, personalization in AI, brand voice, restaurant industry trends. No Career Building in Conversational AI: Portfolios, Positioning, and Progression | With Hillary Black 7 7 Career Building in Conversational AI: Portfolios, Positioning, and Progression | With Hillary Black full f3fa6048-eb82-49e2-9e74-6e28c85e5ecf https://share.transistor.fm/s/6f451740 Career Building in Conversational AI: From Scripts to Systems

In this episode of the CDI Expert Series: Unprompted, we sit down with Hillary Black for a deep dive into what it really means to build a career and a practice inside the rapidly evolving world of Conversational AI. As the sole conversation designer at Mav, Hillary shares how her role has grown from writing Messenger scripts to shaping product conversations, prompt systems, and design governance across an increasingly complex AI platform.

Hillary discusses the realities of startup design: collaborating with engineering and product, transitioning from scripted to prompt-based systems, and maintaining user empathy. She details challenges in versioning, modular design, and deciding the balance between generative AI and human control.

This episode covers:
- The evolution of Hillary’s role and how she navigates the intersection of design, product, and engineering
- Designing complex real-world transitions between messaging, voice, and human handoff
- Moving from scripted flows to prompt-based systems
- Why empathy and user protection remain core to conversation design
- Portfolio dos and don’ts, including why clarity beats volume
- Tailoring resumes, identifying transferable skills, and crafting a compelling career narrative
- Building a meaningful LinkedIn presence without being “always online”
- Why flexibility is becoming the defining skill for conversation designers

This episode offers an honest and actionable look at what it means to grow a career in a discipline that’s being rewritten in real time. So after listening, the question becomes: how do you build a career that evolves alongside the technology, while staying grounded in strong design principles and human needs?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Hillary Black
https://www.linkedin.com/in/hillaryblack
Conversation Designer at MAV

]]> Career Building in Conversational AI: From Scripts to Systems

In this episode of the CDI Expert Series: Unprompted, we sit down with Hillary Black for a deep dive into what it really means to build a career and a practice inside the rapidly evolving world of Conversational AI. As the sole conversation designer at Mav, Hillary shares how her role has grown from writing Messenger scripts to shaping product conversations, prompt systems, and design governance across an increasingly complex AI platform.

Hillary discusses the realities of startup design: collaborating with engineering and product, transitioning from scripted to prompt-based systems, and maintaining user empathy. She details challenges in versioning, modular design, and deciding the balance between generative AI and human control.

This episode covers:
- The evolution of Hillary’s role and how she navigates the intersection of design, product, and engineering
- Designing complex real-world transitions between messaging, voice, and human handoff
- Moving from scripted flows to prompt-based systems
- Why empathy and user protection remain core to conversation design
- Portfolio dos and don’ts, including why clarity beats volume
- Tailoring resumes, identifying transferable skills, and crafting a compelling career narrative
- Building a meaningful LinkedIn presence without being “always online”
- Why flexibility is becoming the defining skill for conversation designers

This episode offers an honest and actionable look at what it means to grow a career in a discipline that’s being rewritten in real time. So after listening, the question becomes: how do you build a career that evolves alongside the technology, while staying grounded in strong design principles and human needs?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Hillary Black
https://www.linkedin.com/in/hillaryblack
Conversation Designer at MAV

]]> Tue, 12 May 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 3241 Career Building in Conversational AI: From Scripts to Systems

In this episode of the CDI Expert Series: Unprompted, we sit down with Hillary Black for a deep dive into what it really means to build a career and a practice inside the rapidly evolving world of Conversational AI. As the sole conversation designer at Mav, Hillary shares how her role has grown from writing Messenger scripts to shaping product conversations, prompt systems, and design governance across an increasingly complex AI platform.

Hillary discusses the realities of startup design: collaborating with engineering and product, transitioning from scripted to prompt-based systems, and maintaining user empathy. She details challenges in versioning, modular design, and deciding the balance between generative AI and human control.

This episode covers:
- The evolution of Hillary’s role and how she navigates the intersection of design, product, and engineering
- Designing complex real-world transitions between messaging, voice, and human handoff
- Moving from scripted flows to prompt-based systems
- Why empathy and user protection remain core to conversation design
- Portfolio dos and don’ts, including why clarity beats volume
- Tailoring resumes, identifying transferable skills, and crafting a compelling career narrative
- Building a meaningful LinkedIn presence without being “always online”
- Why flexibility is becoming the defining skill for conversation designers

This episode offers an honest and actionable look at what it means to grow a career in a discipline that’s being rewritten in real time. So after listening, the question becomes: how do you build a career that evolves alongside the technology, while staying grounded in strong design principles and human needs?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Hillary Black
https://www.linkedin.com/in/hillaryblack
Conversation Designer at MAV

]]> conversation design, conversational AI, Accenture Song, large language models, generative AI, voice assistants, user experience, chatbot design, collaborative design, human-centered design, content strategy, design disciplines, cross-functional collaboration, conversational systems, testing protocols, conversational quality, customer journey, AI technologies, community of practice, minimum viable product, user research, iterative design, complexity tax, brand personality, immersive experiences, conversational interactions, design methodology, content governance, creative technologists, strategic thinking, conversational ecosystems, AI-generated content, stakeholder engagement, design advocacy, future of conversation, design challenges, conversational design practice, user-centered interactions, system prompting, research and strategy, conversational experience design, design community, digital transformation, technology integration, design collaboration, evolving role of designers. No Ethics & Ethnography in Conversational AI: Teaching Machines to Listen | With Dr. Liz Rodwell 6 6 Ethics & Ethnography in Conversational AI: Teaching Machines to Listen | With Dr. Liz Rodwell full 06625497-5576-42c8-822f-9c3a807be0fe https://share.transistor.fm/s/29d2ef8b Designing Human-Centered Conversational AI | Ethics, Education, and Ethnography

In this episode of the CDI Expert Series: Unprompted, we sit down with Dr. Liz Rodwell, anthropologist, UX researcher, and Associate Professor of Digital Media at the University of Houston, to explore how education, ethics, and ethnography shape the way we design and teach conversational AI. Liz brings years of research across classrooms, labs, and cross-cultural fieldwork to show why human insight still matters in an era of large language models.

We talk about how teaching design mirrors teaching AI, what cultural awareness means for globally deployed systems, and why the future of conversation design depends on thoughtful, critical, human-centered practices.

This episode also covers:
- How LLMs are changing the skillset conversation designers need today
- Why empathy and communication are still essential
- Ethnographic research for uncovering cultural blind spots in AI systems
- How educators and learners can help AI better understand nuance, context, and intent
- The evolving relationship between design craft and model behavior
- How to stay grounded in ethics while working in fast-moving AI environments
- Why teaching AI to “listen” starts with teaching humans to notice more
- Practical ways to bring cultural/linguistic sensitivity into real-world AI

This episode offers a grounded look at how culture, context, and human insight can shape the next generation of conversational systems. So after listening, the question becomes: how do we design and teach AI systems that are not only intelligent, but deeply aware of the human contexts they operate within?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Prof. Elizabeth (Liz) Rodwell,

https://www.linkedin.com/in/lizrodwell

Media Anthropologist, Educator, Director of UX Lab at University of Houston

]]> Designing Human-Centered Conversational AI | Ethics, Education, and Ethnography

In this episode of the CDI Expert Series: Unprompted, we sit down with Dr. Liz Rodwell, anthropologist, UX researcher, and Associate Professor of Digital Media at the University of Houston, to explore how education, ethics, and ethnography shape the way we design and teach conversational AI. Liz brings years of research across classrooms, labs, and cross-cultural fieldwork to show why human insight still matters in an era of large language models.

We talk about how teaching design mirrors teaching AI, what cultural awareness means for globally deployed systems, and why the future of conversation design depends on thoughtful, critical, human-centered practices.

This episode also covers:
- How LLMs are changing the skillset conversation designers need today
- Why empathy and communication are still essential
- Ethnographic research for uncovering cultural blind spots in AI systems
- How educators and learners can help AI better understand nuance, context, and intent
- The evolving relationship between design craft and model behavior
- How to stay grounded in ethics while working in fast-moving AI environments
- Why teaching AI to “listen” starts with teaching humans to notice more
- Practical ways to bring cultural/linguistic sensitivity into real-world AI

This episode offers a grounded look at how culture, context, and human insight can shape the next generation of conversational systems. So after listening, the question becomes: how do we design and teach AI systems that are not only intelligent, but deeply aware of the human contexts they operate within?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Prof. Elizabeth (Liz) Rodwell,

https://www.linkedin.com/in/lizrodwell

Media Anthropologist, Educator, Director of UX Lab at University of Houston

]]> Tue, 05 May 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 3918 Designing Human-Centered Conversational AI | Ethics, Education, and Ethnography

In this episode of the CDI Expert Series: Unprompted, we sit down with Dr. Liz Rodwell, anthropologist, UX researcher, and Associate Professor of Digital Media at the University of Houston, to explore how education, ethics, and ethnography shape the way we design and teach conversational AI. Liz brings years of research across classrooms, labs, and cross-cultural fieldwork to show why human insight still matters in an era of large language models.

We talk about how teaching design mirrors teaching AI, what cultural awareness means for globally deployed systems, and why the future of conversation design depends on thoughtful, critical, human-centered practices.

This episode also covers:
- How LLMs are changing the skillset conversation designers need today
- Why empathy and communication are still essential
- Ethnographic research for uncovering cultural blind spots in AI systems
- How educators and learners can help AI better understand nuance, context, and intent
- The evolving relationship between design craft and model behavior
- How to stay grounded in ethics while working in fast-moving AI environments
- Why teaching AI to “listen” starts with teaching humans to notice more
- Practical ways to bring cultural/linguistic sensitivity into real-world AI

This episode offers a grounded look at how culture, context, and human insight can shape the next generation of conversational systems. So after listening, the question becomes: how do we design and teach AI systems that are not only intelligent, but deeply aware of the human contexts they operate within?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Prof. Elizabeth (Liz) Rodwell,

https://www.linkedin.com/in/lizrodwell

Media Anthropologist, Educator, Director of UX Lab at University of Houston

]]> Unprompted podcast, conversation design, AI practitioners, Professor Liz Rodwell, UX Lab, usability, conversational AI design, ethics, large language models, generative AI, cultural considerations, speech therapy, children, conversational agents, user experience research, anthropologist, misconceptions about AI, cultural adaptation, embodied conversational agents, nonverbal communication, mental health, scriptwriting, tone and word choice, diversity in tech, human-computer interaction, gender dynamics in AI, cultural sensitivity, user research, educational methods, AI tools in design, critical thinking, creativity, language differences, anthropological expertise, UX research, conversational interfaces, technology integration, qualitative research methods, ethical implications, AI limitations, cultural nuances, speech patterns, collaboration in UX, student experiences, AI-generated text, voice interfaces, teaching conversation design, digital media, engineering education. No Designing Multilingual Conversational AI: Building Globally Aware AI Systems | With Greg Bennett 5 5 Designing Multilingual Conversational AI: Building Globally Aware AI Systems | With Greg Bennett full 80957d08-04e5-4ef2-89f3-45127b0972d0 https://share.transistor.fm/s/2c3f632a Designing Multilingual Conversational AI: Prompt Engineering

In this episode of the CDI Expert Series: Unprompted, we sit down with Greg Bennett, Head of Prompt Engineering at ZEALS, to explore the evolution from conversation design to prompt design. Drawing on nearly a decade leading AI language strategy at Salesforce, Greg shares a unique perspective on how the field is shifting, from crafting scripted interactions to orchestrating intelligent, agentic systems powered by LLMs.We dive into the role of “taste” in AI design, the balance between creativity and scientific rigor, and the importance of building culturally aware systems in a multilingual, global context. Greg also reflects on his experience working with AI in Japan, highlighting how cultural nuance, context, and adaptability are becoming essential skills for designers shaping the next generation of AI experiences.

This episode explores:

  • The evolving journey from conversation designer to prompt designer
  • The tension between declarative and generative AI
  • Lessons from multilingual AI development and why cultural context matters
  • Developing intuition and a high bar for quality
  • Balancing scientific rigor with creativity in AI system design
  • Building and managing LLM-powered systems responsibly
  • Emerging approaches to AI regulation and cultural adaptation
  • The skills and mindsets designers need to stay relevant in an AI-driven future

This episode offers a deeply human perspective on what it means to design and lead in the age of intelligent language models. So after listening, the question becomes: how do you design AI systems that balance structure and creativity, while remaining culturally aware, responsible, and impactful?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Greg Bennett

Head of Prompt Engineering at ZEALS (Former Director of Conversation Design at Salesforce)
https://jp.linkedin.com/in/gab45


]]> Designing Multilingual Conversational AI: Prompt Engineering

In this episode of the CDI Expert Series: Unprompted, we sit down with Greg Bennett, Head of Prompt Engineering at ZEALS, to explore the evolution from conversation design to prompt design. Drawing on nearly a decade leading AI language strategy at Salesforce, Greg shares a unique perspective on how the field is shifting, from crafting scripted interactions to orchestrating intelligent, agentic systems powered by LLMs.We dive into the role of “taste” in AI design, the balance between creativity and scientific rigor, and the importance of building culturally aware systems in a multilingual, global context. Greg also reflects on his experience working with AI in Japan, highlighting how cultural nuance, context, and adaptability are becoming essential skills for designers shaping the next generation of AI experiences.

This episode explores:

  • The evolving journey from conversation designer to prompt designer
  • The tension between declarative and generative AI
  • Lessons from multilingual AI development and why cultural context matters
  • Developing intuition and a high bar for quality
  • Balancing scientific rigor with creativity in AI system design
  • Building and managing LLM-powered systems responsibly
  • Emerging approaches to AI regulation and cultural adaptation
  • The skills and mindsets designers need to stay relevant in an AI-driven future

This episode offers a deeply human perspective on what it means to design and lead in the age of intelligent language models. So after listening, the question becomes: how do you design AI systems that balance structure and creativity, while remaining culturally aware, responsible, and impactful?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Greg Bennett

Head of Prompt Engineering at ZEALS (Former Director of Conversation Design at Salesforce)
https://jp.linkedin.com/in/gab45


]]> Tue, 28 Apr 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 4005 Designing Multilingual Conversational AI: Prompt Engineering

In this episode of the CDI Expert Series: Unprompted, we sit down with Greg Bennett, Head of Prompt Engineering at ZEALS, to explore the evolution from conversation design to prompt design. Drawing on nearly a decade leading AI language strategy at Salesforce, Greg shares a unique perspective on how the field is shifting, from crafting scripted interactions to orchestrating intelligent, agentic systems powered by LLMs.We dive into the role of “taste” in AI design, the balance between creativity and scientific rigor, and the importance of building culturally aware systems in a multilingual, global context. Greg also reflects on his experience working with AI in Japan, highlighting how cultural nuance, context, and adaptability are becoming essential skills for designers shaping the next generation of AI experiences.

This episode explores:

  • The evolving journey from conversation designer to prompt designer
  • The tension between declarative and generative AI
  • Lessons from multilingual AI development and why cultural context matters
  • Developing intuition and a high bar for quality
  • Balancing scientific rigor with creativity in AI system design
  • Building and managing LLM-powered systems responsibly
  • Emerging approaches to AI regulation and cultural adaptation
  • The skills and mindsets designers need to stay relevant in an AI-driven future

This episode offers a deeply human perspective on what it means to design and lead in the age of intelligent language models. So after listening, the question becomes: how do you design AI systems that balance structure and creativity, while remaining culturally aware, responsible, and impactful?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Greg Bennett

Head of Prompt Engineering at ZEALS (Former Director of Conversation Design at Salesforce)
https://jp.linkedin.com/in/gab45


]]> Conversational AI, podcast, Unprompted, Hans, Greg Bennett, AI expert, social linguistics, enterprise bot design, multilingual generative AI, prompt engineering, Zales, Salesforce, conversation design, Japanese large language models, cultural nuances, AI communication, government initiatives, AI development in Japan, linguistic structure, interaction design, conversational patterns, cooperative principles, interaction goals, generative experience design, storytelling, Joseph Campbell, AI prompts, conversational experiences, language models, dual-language prompting, training data, conversational style, ethical considerations, AI governance, risk management, hybrid approach, declarative bots, generative AI, workplace culture, Gen Z, hiring practices, curiosity, humility, bilingual fluency, oversight, regulation, GDPR, prompt engineering in Japanese, taste in conversational design, qualitative elements, iterative design, communication complexity, experience design, tastemakers, AI communication quality, language identity, cultural preservation, AI ethics, societal benefit, linguistic diversity, minority languages, Ainu language, cultural appropriation, language revitalization, conversational AI challenges, innovation vs. responsibility, risk tolerance, industry trends, technology adoption, workplace values, Japanese labor challenges, AI tools, societal issues, long-term thinking, AI interactions, brand value, success metrics, cultural sensitivity, generational shifts, AI development philosophy, knowledge creation, legacy biases, continuous improvement, communication principles, storytelling in AI, holistic experience design. No Designing Multimodal AI Agents: Inside Google DeepMind’s Gemini Live | With Karen Kaushansky 4 4 Designing Multimodal AI Agents: Inside Google DeepMind’s Gemini Live | With Karen Kaushansky full 35b48b12-faaf-49d6-bd13-feb92a5971f4 https://share.transistor.fm/s/7194a41d
Designing for Conversation in the Age of Multimodal AI

In this episode of the CDI Expert Series: Unprompted, we sit down with Karen Kuczynski, UX lead for Gemini Live at Google DeepMind, to dive into the evolution of design from deterministic flowcharts to open-ended LLMs, the mechanics of building trust in AI, and the role of multimodality in shaping natural, human-like interactions. Karen reflects on her career arc, the resilience it takes to work at the cutting edge, and how designers today must rethink what it means to guide a “conversation” between people and AI systems.

This episode explores:

  • How conversational AI is shifting from voice-only to multimodal
  • Designing Gemini Live, a real-time companion that can see what you see, translate across languages, and collaborate in the moment
  • The challenge of creating trust frameworks for LLMs
  • Why voice identity and diversity matter when users form ongoing relationships with AI
  • The shift from deterministic flowcharts to principles, guidelines, and facilitation between humans and AI models
  • The role of user research and feedback loops in validating hypotheses and iterating products
  • Lessons from designing communication systems for autonomous vehicles and emerging interfaces

This conversation offers a vital perspective, whether you're a veteran in the field or just starting out, on where conversation design has been—and its trajectory in this new era of generative, multimodal AI. The ultimate question after listening is: how do we design conversational experiences that are not only intelligent but genuinely human-centered, adaptive, and trustworthy?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Karen Kaushansky

Conversational AI/UX Lead at Google

https://fr.linkedin.com/in/karenkaushansky


]]>
Designing for Conversation in the Age of Multimodal AI

In this episode of the CDI Expert Series: Unprompted, we sit down with Karen Kuczynski, UX lead for Gemini Live at Google DeepMind, to dive into the evolution of design from deterministic flowcharts to open-ended LLMs, the mechanics of building trust in AI, and the role of multimodality in shaping natural, human-like interactions. Karen reflects on her career arc, the resilience it takes to work at the cutting edge, and how designers today must rethink what it means to guide a “conversation” between people and AI systems.

This episode explores:

  • How conversational AI is shifting from voice-only to multimodal
  • Designing Gemini Live, a real-time companion that can see what you see, translate across languages, and collaborate in the moment
  • The challenge of creating trust frameworks for LLMs
  • Why voice identity and diversity matter when users form ongoing relationships with AI
  • The shift from deterministic flowcharts to principles, guidelines, and facilitation between humans and AI models
  • The role of user research and feedback loops in validating hypotheses and iterating products
  • Lessons from designing communication systems for autonomous vehicles and emerging interfaces

This conversation offers a vital perspective, whether you're a veteran in the field or just starting out, on where conversation design has been—and its trajectory in this new era of generative, multimodal AI. The ultimate question after listening is: how do we design conversational experiences that are not only intelligent but genuinely human-centered, adaptive, and trustworthy?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Karen Kaushansky

Conversational AI/UX Lead at Google

https://fr.linkedin.com/in/karenkaushansky


]]> Tue, 21 Apr 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 3718
Designing for Conversation in the Age of Multimodal AI

In this episode of the CDI Expert Series: Unprompted, we sit down with Karen Kuczynski, UX lead for Gemini Live at Google DeepMind, to dive into the evolution of design from deterministic flowcharts to open-ended LLMs, the mechanics of building trust in AI, and the role of multimodality in shaping natural, human-like interactions. Karen reflects on her career arc, the resilience it takes to work at the cutting edge, and how designers today must rethink what it means to guide a “conversation” between people and AI systems.

This episode explores:

  • How conversational AI is shifting from voice-only to multimodal
  • Designing Gemini Live, a real-time companion that can see what you see, translate across languages, and collaborate in the moment
  • The challenge of creating trust frameworks for LLMs
  • Why voice identity and diversity matter when users form ongoing relationships with AI
  • The shift from deterministic flowcharts to principles, guidelines, and facilitation between humans and AI models
  • The role of user research and feedback loops in validating hypotheses and iterating products
  • Lessons from designing communication systems for autonomous vehicles and emerging interfaces

This conversation offers a vital perspective, whether you're a veteran in the field or just starting out, on where conversation design has been—and its trajectory in this new era of generative, multimodal AI. The ultimate question after listening is: how do we design conversational experiences that are not only intelligent but genuinely human-centered, adaptive, and trustworthy?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Karen Kaushansky

Conversational AI/UX Lead at Google

https://fr.linkedin.com/in/karenkaushansky


]]> Conversational AI, Unprompted podcast, Karen Kuczynski, Google DeepMind, Gemini Live, UX design, speech recognition, multimodal interactions, conversation design, user experience, artificial intelligence, large language models, personalized interactions, voice user interface, human-AI interaction, agency in AI, trust in AI, voice selection, emotional response, accessibility in technology, AI capabilities, user engagement, technology evolution, real-time assistance, hands-free interaction, cultural sensitivity, language support, feedback mechanisms, usage metrics, AI transparency, user needs, design principles, innovation in AI, autonomous vehicles, Zoox Robotaxi, multimodal communication, conversation design principles, adaptability in design, hiring conversation designers, AI-driven experiences, technology adoption, discovery in AI, future of conversational design, resilience in design, user-centered guidelines. No Building Predictable Conversational AI: Design, Engineering & Control | With Yam Marcovitz 3 3 Building Predictable Conversational AI: Design, Engineering & Control | With Yam Marcovitz full 7f8bb576-1126-4c74-b90e-454b0f24513d https://share.transistor.fm/s/75f4c516 Building Predictable Conversational AI: Bridging Design, Engineering & Control at Scale

In this episode of the CDI Expert Series: Unprompted, we sit down with Yam Marcovitz, former software architect at Microsoft and Apex.AI, and co-founder of the open-source AI framework Parlant. With a background in real-time systems and enterprise software, Yam brings a systems-level perspective to one of AI's biggest challenges: getting LLMs to consistently do what you want.The conversation explores the gap between design and engineering in conversational AI, why current tools fall short, and how open source plays a crucial role in responsible AI development. Yam shares practical insights on building agent behavior that's not just intelligent but reliable and predictable at scale.

The episode also explores:

  • How team collaboration and clear communication impact AI behavior as much as the technology itself
  • The limitations of current conversation design toolsSeparating design and engineering workflows to improve efficiency and clarity
  • Creating flexible agents without sacrificing controlMoving beyond "prompt and pray" to systematic testing and validation
  • Managing updates/fixing issues without retraining models from scratchDesigning for multilingual, multichannel interactions
  • How linguistic precision directly impacts agent performance
  • Why open source and transparency are key to building responsible, scalable AI systems

Throughout the episode, Yam offers a practical, behind-the-scenes look at how robust AI systems are actually built; balancing flexibility with control, and creativity with structure. So, after reflecting on this episode: how can you build AI systems that are not just intelligent, but truly reliable, testable, and scalable?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Yam Marcovitz,
https://il.linkedin.com/in/yam-marcovic
CEO, Parlant.io

]]> Building Predictable Conversational AI: Bridging Design, Engineering & Control at Scale

In this episode of the CDI Expert Series: Unprompted, we sit down with Yam Marcovitz, former software architect at Microsoft and Apex.AI, and co-founder of the open-source AI framework Parlant. With a background in real-time systems and enterprise software, Yam brings a systems-level perspective to one of AI's biggest challenges: getting LLMs to consistently do what you want.The conversation explores the gap between design and engineering in conversational AI, why current tools fall short, and how open source plays a crucial role in responsible AI development. Yam shares practical insights on building agent behavior that's not just intelligent but reliable and predictable at scale.

The episode also explores:

  • How team collaboration and clear communication impact AI behavior as much as the technology itself
  • The limitations of current conversation design toolsSeparating design and engineering workflows to improve efficiency and clarity
  • Creating flexible agents without sacrificing controlMoving beyond "prompt and pray" to systematic testing and validation
  • Managing updates/fixing issues without retraining models from scratchDesigning for multilingual, multichannel interactions
  • How linguistic precision directly impacts agent performance
  • Why open source and transparency are key to building responsible, scalable AI systems

Throughout the episode, Yam offers a practical, behind-the-scenes look at how robust AI systems are actually built; balancing flexibility with control, and creativity with structure. So, after reflecting on this episode: how can you build AI systems that are not just intelligent, but truly reliable, testable, and scalable?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Yam Marcovitz,
https://il.linkedin.com/in/yam-marcovic
CEO, Parlant.io

]]> Tue, 14 Apr 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 2006 Building Predictable Conversational AI: Bridging Design, Engineering & Control at Scale

In this episode of the CDI Expert Series: Unprompted, we sit down with Yam Marcovitz, former software architect at Microsoft and Apex.AI, and co-founder of the open-source AI framework Parlant. With a background in real-time systems and enterprise software, Yam brings a systems-level perspective to one of AI's biggest challenges: getting LLMs to consistently do what you want.The conversation explores the gap between design and engineering in conversational AI, why current tools fall short, and how open source plays a crucial role in responsible AI development. Yam shares practical insights on building agent behavior that's not just intelligent but reliable and predictable at scale.

The episode also explores:

  • How team collaboration and clear communication impact AI behavior as much as the technology itself
  • The limitations of current conversation design toolsSeparating design and engineering workflows to improve efficiency and clarity
  • Creating flexible agents without sacrificing controlMoving beyond "prompt and pray" to systematic testing and validation
  • Managing updates/fixing issues without retraining models from scratchDesigning for multilingual, multichannel interactions
  • How linguistic precision directly impacts agent performance
  • Why open source and transparency are key to building responsible, scalable AI systems

Throughout the episode, Yam offers a practical, behind-the-scenes look at how robust AI systems are actually built; balancing flexibility with control, and creativity with structure. So, after reflecting on this episode: how can you build AI systems that are not just intelligent, but truly reliable, testable, and scalable?

Contact Us

Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.

Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 

Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Yam Marcovitz,
https://il.linkedin.com/in/yam-marcovic
CEO, Parlant.io

]]> CDI Expert Series, Unprompted, conversational AI, Parley framework, Parlance framework, open-source AI, AI agent behavior, human-in-the-loop alignment, AI development challenges, natural language understanding, conversation design, AI automation, technical implementation, user inputs, AI responses, testing and quality assurance, automated testing, test-driven development, incident response, rapid development, multilingual agents, multi-channel deployment, bias in AI, ethical AI, transparency in AI, AI safety, creative AI, organizational challenges, continuous improvement, AI models, user experience design, conversational design, AI frameworks, community-driven innovation, AI performance evaluation. No Optimizing AI: Strategy, Collaboration & Real-World Impact | With Lauren Goerz 2 2 Optimizing AI: Strategy, Collaboration & Real-World Impact | With Lauren Goerz full b1b594e6-9b28-4857-8085-2c2f7e916d75 https://share.transistor.fm/s/c2ae5aa4
Optimizing Conversational AI in the Enterprise: Strategy, Collaboration & Real-World Impact

In this episode of the CDI Expert Series: Unprompted, we sit down with Lauren Goerz, Technical Marketing Engineer at Rasa, who brings nearly a decade of experience designing and deploying conversational AI across industries. Lauren walks us through what it really takes to build systems that don't just work, but actually get better over time.

The conversation centres on the importance of organisational alignment, highlighting how successful AI adoption depends on collaboration across leadership, product, engineering, and customer teams. Lauren also discusses the growing role of conversation designers in shaping experiences that are not just functional, but intuitive and human.


The episode also explores:

  • Why one-size-fits-all doesn't work in conversational design
  • Conversation review as a core discipline
  • Proving value in the enterprise: How to align with stakeholders, track metrics that actually matter (like topic-level success rates)
  • The real impact of AI on costs, satisfaction, and service quality.
  • The case for hybrid systems: Rasa's "process calling" approach, a structured way to blend LLMs with deterministic flows for safety, scalability, and control.
  • How teams can build systems ready for long-term iteration using metadata, user feedback, and strategic measurement as their foundation.
  • What modern Conversational AI teams actually look like

Whether you're wrestling with enterprise AI challenges or just trying to make your assistant a little better each week, this conversation offers both big-picture clarity and actionable insights you can use right away.

So, after reflecting on this episode: how can you better align teams, tools, and strategy to scale conversational AI effectively in your organisation?

-

Contact Us


Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.


Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 


Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Lauren Goerz

https://www.linkedin.com/in/lauren-goerz/

Senior Technical Marketing Engineer at Rasa

]]>
Optimizing Conversational AI in the Enterprise: Strategy, Collaboration & Real-World Impact

In this episode of the CDI Expert Series: Unprompted, we sit down with Lauren Goerz, Technical Marketing Engineer at Rasa, who brings nearly a decade of experience designing and deploying conversational AI across industries. Lauren walks us through what it really takes to build systems that don't just work, but actually get better over time.

The conversation centres on the importance of organisational alignment, highlighting how successful AI adoption depends on collaboration across leadership, product, engineering, and customer teams. Lauren also discusses the growing role of conversation designers in shaping experiences that are not just functional, but intuitive and human.


The episode also explores:

  • Why one-size-fits-all doesn't work in conversational design
  • Conversation review as a core discipline
  • Proving value in the enterprise: How to align with stakeholders, track metrics that actually matter (like topic-level success rates)
  • The real impact of AI on costs, satisfaction, and service quality.
  • The case for hybrid systems: Rasa's "process calling" approach, a structured way to blend LLMs with deterministic flows for safety, scalability, and control.
  • How teams can build systems ready for long-term iteration using metadata, user feedback, and strategic measurement as their foundation.
  • What modern Conversational AI teams actually look like

Whether you're wrestling with enterprise AI challenges or just trying to make your assistant a little better each week, this conversation offers both big-picture clarity and actionable insights you can use right away.

So, after reflecting on this episode: how can you better align teams, tools, and strategy to scale conversational AI effectively in your organisation?

-

Contact Us


Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.


Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 


Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Lauren Goerz

https://www.linkedin.com/in/lauren-goerz/

Senior Technical Marketing Engineer at Rasa

]]> Tue, 07 Apr 2026 10:00:00 +0100 Conversation Design Institute Conversation Design Institute 3449
Optimizing Conversational AI in the Enterprise: Strategy, Collaboration & Real-World Impact

In this episode of the CDI Expert Series: Unprompted, we sit down with Lauren Goerz, Technical Marketing Engineer at Rasa, who brings nearly a decade of experience designing and deploying conversational AI across industries. Lauren walks us through what it really takes to build systems that don't just work, but actually get better over time.

The conversation centres on the importance of organisational alignment, highlighting how successful AI adoption depends on collaboration across leadership, product, engineering, and customer teams. Lauren also discusses the growing role of conversation designers in shaping experiences that are not just functional, but intuitive and human.


The episode also explores:

  • Why one-size-fits-all doesn't work in conversational design
  • Conversation review as a core discipline
  • Proving value in the enterprise: How to align with stakeholders, track metrics that actually matter (like topic-level success rates)
  • The real impact of AI on costs, satisfaction, and service quality.
  • The case for hybrid systems: Rasa's "process calling" approach, a structured way to blend LLMs with deterministic flows for safety, scalability, and control.
  • How teams can build systems ready for long-term iteration using metadata, user feedback, and strategic measurement as their foundation.
  • What modern Conversational AI teams actually look like

Whether you're wrestling with enterprise AI challenges or just trying to make your assistant a little better each week, this conversation offers both big-picture clarity and actionable insights you can use right away.

So, after reflecting on this episode: how can you better align teams, tools, and strategy to scale conversational AI effectively in your organisation?

-

Contact Us


Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.


Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 


Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Lauren Goerz

https://www.linkedin.com/in/lauren-goerz/

Senior Technical Marketing Engineer at Rasa

]]> conversation design, conversational AI, Accenture Song, large language models, generative AI, voice assistants, user experience, chatbot design, collaborative design, human-centered design, content strategy, design disciplines, cross-functional collaboration, conversational systems, testing protocols, conversational quality, customer journey, AI technologies, community of practice, minimum viable product, user research, iterative design, complexity tax, brand personality, immersive experiences, conversational interactions, design methodology, content governance, creative technologists, strategic thinking, conversational ecosystems, AI-generated content, stakeholder engagement, design advocacy, future of conversation, design challenges, conversational design practice, user-centered interactions, system prompting, research and strategy, conversational experience design, design community, digital transformation, technology integration, design collaboration, evolving role of designers. No Persona in Conversational AI: Designing with Empathy, Trust, & Ethical Care | With Jason Gilbert 1 1 Persona in Conversational AI: Designing with Empathy, Trust, & Ethical Care | With Jason Gilbert full a3fd0081-f242-4305-b951-8f25a55932eb https://share.transistor.fm/s/b70b4be3 Persona in Conversational AI: Designing AI Companions with Empathy, Trust, & Ethical Care


In this episode of the CDI Expert Series: Unprompted, host Michele sits down with Jason Gilbert, Lead Character Designer at Intuition Robotics, to explore the thoughtful design behind Lark, a companion robot created to support older adults who are aging in place.

Drawing on his experience, Jason shares how Lark was built to strengthen human relationships, not replace them. He highlights the unique challenges of designing technology for a vulnerable population. Jason explains that trust, transparency, and user autonomy are central to Lark’s design, from safeguarding privacy to ensuring users remain in control.


The episode also explores:

  • How conversational AI can support older adults without replacing human relationships
  • The role of multimodal design (voice, lights, gestures, and screen) in creating more natural interactions
  • Using generative AI to encourage creativity through art, poetry, and storytelling
  • The ethical responsibilities of designing empathetic AI systems


Throughout the discussion, Jason shares insights into the interdisciplinary work behind conversational AI, highlighting collaboration between designers, engineers, and psychologists to build technology that is both helpful and emotionally intelligent. The episode offers valuable perspectives for anyone interested in human-centred conversational AI design and the future of compassionate technology.

So, after reflecting on this episode: how can designers create technology that supports human connection rather than replacing it?

-

Contact Us


Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.


Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 


Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Jason Gilbert
Lead Character Designer at Intuition Robotics
https://www.linkedin.com/in/jason-f-gilbert-75186a156

]]> Persona in Conversational AI: Designing AI Companions with Empathy, Trust, & Ethical Care


In this episode of the CDI Expert Series: Unprompted, host Michele sits down with Jason Gilbert, Lead Character Designer at Intuition Robotics, to explore the thoughtful design behind Lark, a companion robot created to support older adults who are aging in place.

Drawing on his experience, Jason shares how Lark was built to strengthen human relationships, not replace them. He highlights the unique challenges of designing technology for a vulnerable population. Jason explains that trust, transparency, and user autonomy are central to Lark’s design, from safeguarding privacy to ensuring users remain in control.


The episode also explores:

  • How conversational AI can support older adults without replacing human relationships
  • The role of multimodal design (voice, lights, gestures, and screen) in creating more natural interactions
  • Using generative AI to encourage creativity through art, poetry, and storytelling
  • The ethical responsibilities of designing empathetic AI systems


Throughout the discussion, Jason shares insights into the interdisciplinary work behind conversational AI, highlighting collaboration between designers, engineers, and psychologists to build technology that is both helpful and emotionally intelligent. The episode offers valuable perspectives for anyone interested in human-centred conversational AI design and the future of compassionate technology.

So, after reflecting on this episode: how can designers create technology that supports human connection rather than replacing it?

-

Contact Us


Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.


Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 


Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Jason Gilbert
Lead Character Designer at Intuition Robotics
https://www.linkedin.com/in/jason-f-gilbert-75186a156

]]> Tue, 31 Mar 2026 08:00:00 +0100 Conversation Design Institute Conversation Design Institute 2895 Persona in Conversational AI: Designing AI Companions with Empathy, Trust, & Ethical Care


In this episode of the CDI Expert Series: Unprompted, host Michele sits down with Jason Gilbert, Lead Character Designer at Intuition Robotics, to explore the thoughtful design behind Lark, a companion robot created to support older adults who are aging in place.

Drawing on his experience, Jason shares how Lark was built to strengthen human relationships, not replace them. He highlights the unique challenges of designing technology for a vulnerable population. Jason explains that trust, transparency, and user autonomy are central to Lark’s design, from safeguarding privacy to ensuring users remain in control.


The episode also explores:

  • How conversational AI can support older adults without replacing human relationships
  • The role of multimodal design (voice, lights, gestures, and screen) in creating more natural interactions
  • Using generative AI to encourage creativity through art, poetry, and storytelling
  • The ethical responsibilities of designing empathetic AI systems


Throughout the discussion, Jason shares insights into the interdisciplinary work behind conversational AI, highlighting collaboration between designers, engineers, and psychologists to build technology that is both helpful and emotionally intelligent. The episode offers valuable perspectives for anyone interested in human-centred conversational AI design and the future of compassionate technology.

So, after reflecting on this episode: how can designers create technology that supports human connection rather than replacing it?

-

Contact Us


Thanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.


Follow us on social media:
X (formerly Twitter): https://x.com/CDInstitute_
Instagram: https://www.instagram.com/Conversation_Design_Institute/
Facebook: https://www.facebook.com/ConversationDesignInstitute/ 


Find out more:
Website: https://www.conversationdesigninstitute.com

Connect with us:
LinkedIn: https://www.linkedin.com/company/conversation-design-institute

Jason Gilbert
Lead Character Designer at Intuition Robotics
https://www.linkedin.com/in/jason-f-gilbert-75186a156

]]> CDI Expert Series, Jason Gilbert, Intuition Robotics, Lark, robot companion, older adults, combat loneliness, social connections, conversational AI, empathy, character design, storytelling, technology, human connection, gerontechnology, multimodal interactions, emotional intelligence, ethical AI, caregiver support, data privacy, trust, rapport, relationship building, long-term engagement, AI limitations, large language models, user autonomy, mental health support, caregiver fatigue, conversational design, creativity, corporate environment, user experience, virtual influencer, generative AI, art creation, community engagement, healthcare technology, wellness, AI applications, communication skills, proof-of-concept, user insights, aging in place, social isolation, cognitive engagement, human-robot interaction, AI ethics No