conversation design
- AI Strategy (315)
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Conversational AI Latency and the Mechanics of Turn-Taking
A practical framework to measure voice AI latency, tune endpoint detection and barge-in, and decide when the experience is ready to launch.
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A Practical Guide to Metaphors for Understanding Language Models
A practical framework for choosing AI metaphors, exposing their hidden assumptions, and translating human-sounding behavior into testable product claims.
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How I Make AI Agents Speak Like Our Team: A Conversation Design Playbook That Lifts CSAT
Your AI Agent will sound like an LLM unless you intentionally design how it communicates. I share a practical conversation design playbook covering tone, response structure,…
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Beyond Accuracy: How I Evaluate AI Customer Service Agents That Delight and Scale
Most teams judge AI agents by accuracy and resolution rates—but that’s only half the story. In my POCs, I mirror real-world messiness, stress-test multi-turn and multilingual…
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No More Accidental Agents: How We Engineered Global Agent’s Helpful, Curious Personality
Most AI agents inherit accidental personalities from prompts and defaults. We took a different path, treating personality as a measurable product surface and optimizing it with…
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Knowledge Management for AI Sales Agents: A Practical System
A practical operating model for turning product facts, sales policy, and conversation failures into accurate AI qualification and routing.
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How to Evaluate a Shopify-Native AI Shopping Agent
A practical framework for judging whether a Shopify-native AI agent can improve discovery, conversion, and support without adding operational risk.
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How to Build a Reliable WhatsApp AI Ordering Agent
A practical guide to scope, architect, evaluate, and roll out WhatsApp AI ordering without sacrificing response time or order accuracy.
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How to Run Customer-Facing AI Agents Across Sales and Support
A practical operating model for assigning, measuring, governing, and improving AI agents that serve buyers and support customers without losing trust.
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Unleashing Inbound Sales with AI: My Playbook for Launching and Scaling Sales Agents Fast
Inbound sales shouldn’t wait in queues, and AI finally gives us a way to act on buyer intent in real time. The Sales Agent Blueprint is…
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How to Design an AI Customer Agent for Sales Qualification
A practical framework for qualifying inbound buyers, routing them accurately, preserving context, and measuring the pipeline an AI agent actually adds.
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How to Build a Continuous Improvement Loop for AI Support
A practical operating model for measuring AI support outcomes, learning from failures, testing fixes, and shipping improvements without regressions.
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How We Automated 81% of Customer Support with AI—While Uplifting CX, Speed, and ROI
Automating 81% of support with AI didn’t happen by accident—it required an AI-first strategy, tight knowledge management, and rigorous conversation design. By deploying Fin across our…
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How to Build a Conversation-Based Customer Experience Score
Learn how to design an explainable conversation score, validate its coverage, route each driver to an owner, and judge when it can replace CSAT.
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AI-Enabled Customer Support Roles: A Practical Org Design
A practical model for assigning AI quality, knowledge, conversation design, automation, and human escalation without hiring too early.
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How to Evaluate AI Voice Support in Real-World Conditions
A practical framework for testing AI voice support across live conversation, backend actions, failure recovery, escalation, and rollout readiness.
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