Conversation Design Institute Blog 

Here you find news updates, quick-reads, and in-depth articles on conversation design. Some of the world's leading experts will share their stories, give hands-on advice, or just teach you the basics. 

Follow the journey in the special Content guide to learn the basics about conversation design, receive tips and tricks, and to get a better understanding of the conversation designer role.

Content guide


  1. A guide to conversation design: why, what and how
  2. The ultimate guide for design and implementing chatbots and voice assistants
  3. The conversation designer

Why AI needs us: The non-engineers

Dec 17, 2020 2:28:43 PM / by Jurgen Gravestein

There are many people like me. People that are interested in technology, but simply do not know how to code. It is tough to break into this industry. You have to discover what value you can bring to the table for tech companies. We are often short sighted and think that we have to be engineers... But nothing is less true.

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4 Reasons why your chatbot isn't performing and quick fixes to improve it right away

Dec 15, 2020 10:23:16 AM / by Hans van Dam

You were excited. You were going to knock it out of the park by building and deploying a chatbot. You saw the KPIs and thought to yourself: this is going to be easy! And it was. It isn't very hard to build and deploy a chatbot.

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Why AI Needs UX: Let’s Get Conversational

Oct 23, 2020 12:06:47 AM / by Hans van Dam

As a UX-writer, you have been working at the forefront of technology. You are usually part of a product team with great talent and ambition. Your role is to zoom-in on the user and to make the product come to life... With words.

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How to influence customers through conversation design

Oct 14, 2020 4:16:51 PM / by Hans van Dam

Chatbots and voice assistants can be used for repetitive processes that often can be automated. That is why customer service was the first to adopt chatbots and make them part of their regular operation.

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Important conversation design metrics for your chatbot or voice assistant

Oct 1, 2020 7:45:04 AM / by Hans van Dam

As conversation designers, we design the best we can. We follow the steps in the conversation design workflow. There is canvassing the user needs, sample dialogue, and validation through Wizard-of-Oz testing. We take that output and build it the best way that we can. Then it's time to go live. We want real users to interact with it and collect all sorts of data that hopefully helps us improve the experience. But what are some of the metrics for your chatbot and voice assistant that you need to be looking for?

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Best practices in conversation design

Oct 1, 2020 7:44:41 AM / by Hans van Dam

Conversation design is booming. People around the world are entering this new exciting field to help organizations develop human-centric conversational experiences for chatbots and voice assistants. With all these people entering the field, it’s important to start looking at some best practices in conversation design. Although the field is booming now, there are actually people that have been designing conversations for years.

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How to build customer relationships through conversation design in 3 steps

Oct 1, 2020 7:44:16 AM / by Hans van Dam

The people that we have a deep and meaningful relationship with, are the ones we care about. We trust them, listen to them, and forgive them when necessary.

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The most useful secret to making a good chatbot or voice assistant

Oct 1, 2020 7:42:38 AM / by Hans van Dam

Conversational AI is a thing. It's being used for chatbots, voice assistants, and all kinds of robots. Designers nowadays have to design conversations for all these different interfaces. But how do you design for an interface where people can say and do whatever they want... whenever they want?

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Best conversation design strategies to get the most out of your chatbot or voice assistant

Sep 30, 2020 9:23:55 PM / by Hans van Dam

Let’s be honest, most chatbots and voice assistants kind of suck. They often don’t understand what you say and what you want to achieve. They are clumsy and robotic… silly at best. We have all been there. We have a question about a certain product and we decide to reach out to customer service. We stumble upon a chatbot and decide to give it a try. It often starts with a fun greeting.

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Conversation design process: 5 important things to keep in mind when starting

Sep 30, 2020 9:21:03 PM / by Hans van Dam

If humans and AI will be living and working together, they need to learn to communicate with each other. This is where conversation designers come in. Conversation designers are copywriters that make chatbots and voice assistants more natural, helpful, and persuasive. They create trust between people and AI. They ensure companies can truly unlock the potential of conversational AI. If you look at all technological developments in the market today, then you know conversation design is going to be an important job going forward with the Internet of Things (IoT) also coming up. So let’s discuss some of the things you need to be thinking of when you start with the conversation design process.

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