The Dialogue Architects

Rasa

In a world where AI and automation power millions of daily customer and employee interactions, conversation design has become a critical business function. The Dialogue Architects brings together industry leaders, technologists, designers, and strategists to unpack what it takes to create conversations that enterprises can trust. From natural language design and compliance challenges to the human side of voice, chat, and AI, each episode digs into the craft and strategy of building scalable, meaningful dialogue. Whether you’re a conversational designer, product leader, developer, or enterprise decision-maker, this show equips you with the frameworks and foresight to design conversations that work. Not just today, but for the future.

  1. 2d ago

    The Future of Enterprise AI Starts with Better Conversations | Brian Alvey

    As AI-powered search and answer engines continue to change how people discover information, what happens to the websites and content management systems that power the internet? In this episode of The Dialogue Architects, Lauren Goerz is joined by Brian Alvey, CTO of WordPress VIP at Automattic, for a conversation about the future of enterprise content, conversational AI, and digital experiences. Brian explains why websites remain the system of record for organizations—even as AI assistants increasingly become the front door for customers. Together they explore how enterprises should think about AI answer engines, chatbot governance, security, evaluation frameworks, and the guardrails needed to keep AI reliable at scale. They also discuss why content management systems aren't disappearing, how "Jobs to Be Done" can help teams build better AI experiences, the challenges of agent-to-agent communication, and why accessibility and voice interfaces should be foundational—not afterthoughts. Whether you're building AI-powered customer experiences, managing enterprise content, or designing conversational systems, this episode offers practical insights into preparing your organization for what's next.     Here's What You'll Hear Why WordPress still powers more than 40% of the web How enterprise CMS platforms differ from consumer websites Why AI answer engines are changing content discovery The new role websites play as systems of record for AI How organizations should govern chatbots and AI assistants Why evaluations and guardrails matter more than model choice The risks of autonomous agents communicating with other agents Applying Jobs to Be Done thinking to AI workflows Why accessibility should shape every conversational experience How enterprises can prepare for an AI-first future without losing control     Timestamps (00:00) Welcome to The Dialogue Architects (00:44) Brian Alvey's Journey to WordPress VIP (02:08) What Makes WordPress VIP Different? (03:07) Why Content Management Systems Still Matter (06:29) How AI Answer Engines Are Changing Search (10:13) Chatbots, Voice, and Conversational Interfaces (14:36) AI Agents and Vendor Lock-In (17:22) Applying Jobs to Be Done to AI (21:14) Breaking Work into AI-Friendly Processes (22:55) A Simple Chatbot Success Story (24:22) Policies Become AI Behavior (25:18) Governance and Enterprise Guardrails (25:42) Jailbreaks, Prompt Injection, and Security (28:28) Scaling AI Security Testing (30:24) Evaluating Models and Cross-Checking Results (32:00) When AI Agents Talk to Each Other (33:42) Balancing Creativity and Automation (37:11) The Reality of Voice Interfaces (39:06) Accessibility and Designing for Everyone (43:20) Will AI Change Brand Loyalty? (44:41) Closing Thoughts     About the Guest Brian Alvey is the Chief Technology Officer of WordPress VIP at Automattic, where he leads technology strategy for one of the world's largest enterprise content platforms. WordPress VIP powers digital experiences for leading organizations including News Corp, Salesforce, NASA, the White House, major financial institutions, and global healthcare companies. With decades of experience building publishing platforms, enterprise software, and internet infrastructure, Brian focuses on helping organizations modernize content operations while preparing for the next generation of AI-powered digital experiences.     Links & Resources 🌐 Learn more about WordPress VIP: https://wpvip.com 🌐 Learn more about Automattic: https://automattic.com 🌐 Learn more about WordPress: https://wordpress.org 🎙️ Follow The Dialogue Architects 💬 Connect with Lauren Goerz 🔗 Connect with Brian Alvey on LinkedIn Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    The Future of Enterprise AI Starts with Better Conversations | Brian Alvey

  2. Jul 8

    Customer Research Isn't Dead—AI Makes It More Important | Aleks Bass

    In this episode of The Dialogue Architects, host Lauren Goerz sits down with Aleks Bass, Chief Product & Technology Officer at Typeform, to explore why customer research is becoming even more important in the age of AI. With a background in social psychology and market research, Aleks has built her product philosophy around a simple belief: great products come from deeply understanding people—not just shipping features faster. As Typeform evolves from a design-led forms platform into an AI-first customer intelligence platform, that philosophy has become even more important. Aleks shares the principles that guide how her teams build products, including the importance of creating shared language across organizations, recognizing how seemingly small interaction details shape customer experiences, and continuously "closing the loop" with customers throughout product development. The conversation also explores Typeform's AI-powered evolution, including intelligent data enrichment that helps businesses ask fewer questions while collecting richer insights, and Research Flow, a new AI-powered research platform that combines qualitative interviews with quantitative analysis to help organizations better understand their customers. Lauren and Aleks discuss why structured product development becomes more—not less—important when building with AI, how organizations can scale customer research without sacrificing quality, and why no simulation can replace real conversations with users. Whether you're a product manager, UX researcher, AI builder, conversation designer, or technology leader, this episode offers practical lessons for building products that customers trust because they were built with customers—not just for them.     Here's What You'll Hear Why customer research becomes more valuable in the age of AI How Aleks' psychology background influences product strategy The three principles Typeform uses to build better products Why shared language creates better collaboration across teams How AI-powered data enrichment improves customer experiences Inside Research Flow and AI-moderated customer interviews Why qualitative research still matters at enterprise scale How structured processes accelerate AI product development Why customer feedback beats AI simulation every time The future of AI-first product organizations     Timestamps (00:00) Meet Aleks Bass (00:44) From Psychology to Product Leadership (01:22) Three Principles for Building Better Products (04:53) Typeform's Evolution Beyond Forms (07:10) What It Means to Be AI-First (08:29) AI-Powered Data Enrichment (11:18) Designing Better Customer Conversations (14:25) Inside Research Flow (17:42) Why Product Fundamentals Still Matter (20:02) Scaling Customer Research with AI (26:08) Managing AI Product Teams (30:24) Why Process Is Your AI Superpower (36:24) Customer Conversations vs AI Simulation (38:49) Closing Thoughts     About the Guest Aleks Bass is the Chief Product & Technology Officer at Typeform, where she leads product strategy, engineering, and AI innovation. Drawing on her background in social psychology and market research, Aleks champions a research-first approach to product development that prioritizes understanding customer behavior before building solutions. Today, she is leading Typeform's transformation into an AI-first customer intelligence platform, helping organizations collect richer insights, automate research, and make better product decisions through a combination of human-centered design and artificial intelligence.     Links & Resources Lauren Goerz on LinkedIn Aleks Bass on LinkedIn Learn more about Typeform Learn more about Rasa Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    Customer Research Isn't Dead—AI Makes It More Important | Aleks Bass

  3. Jun 24

    Building a Unified AI Support Experience: Dino Letic on JetBrains' Support Bot

    In this episode of The Dialogue Architects, host Lauren Goerz sits down with Dino Letic, Product Manager at JetBrains, to explore what it takes to build conversational AI for developers. Unlike most customer support audiences, developers arrive with detailed logs, highly technical questions, and unique environments that make support particularly challenging. Dino shares how his background in support engineering shaped his approach to building JetBrains' unified support bot—an AI-powered experience designed to simplify customer interactions across a growing portfolio of products. The conversation explores the challenges of fragmented support systems, the importance of creating a single point of entry for users, and how the bot identifies intent, asks follow-up questions, summarizes issues, and escalates conversations when needed. Dino explains how JetBrains balances automation with human expertise, why knowledge management is critical to AI success, and how the team handles the ongoing challenge of outdated documentation and rapidly evolving products. Lauren and Dino also discuss measuring success, team ownership models, deployment considerations, and why JetBrains chose an on-premises AI approach. The episode concludes with a thoughtful discussion about the opportunities—and risks—of agentic AI in customer support and product decision-making. Whether you're building AI assistants, managing support operations, or designing enterprise conversational experiences, this episode offers practical lessons from one of the most technically demanding support environments in software.     Here's What You'll Hear Why developers are uniquely challenging support customers How JetBrains unified support across multiple products and teams The role of AI in ticket triage, escalation, and issue summarization Why a single conversational entry point improves customer experience How JetBrains manages knowledge sources and documentation quality The challenges of outdated information in AI-powered support What success metrics matter most for support automation Why JetBrains chose an on-prem deployment strategy Team structures, ownership models, and operational lessons Where agentic AI fits—and where caution is required     Timestamps (00:00) Show Introduction (01:00) Dino Letic's Journey to Product Management (02:59) Why Developers Are Difficult Support Customers (05:37) Unifying Support Through a Single AI Bot (09:30) Product Priorities and Roadmap Strategy (10:55) Team Structure and Ownership (12:57) Escalation Paths and Unified Experiences (14:24) Measuring Real Business Value (16:20) Data Sources and Knowledge Management (20:05) Mining Insights from Customer Conversations (23:27) Automatically Updating Knowledge Bases (24:33) Handling Outdated Information (26:06) Team Rituals, OKRs, and Continuous Improvement (29:09) Balancing Ambition with Practicality (31:19) Why JetBrains Chose Rasa On-Prem (33:06) The Product Manager Mindset Shift (34:53) Analytics, Accountability, and Ownership (37:28) The Risks of Agentic AI (40:51) Closing Thoughts     About the Guest Dino Letic is a Product Manager at JetBrains, where he leads initiatives focused on conversational AI and customer support automation. Beginning his career in support engineering, Dino developed firsthand experience helping developers navigate complex technical issues before transitioning into product management. Today, he leads JetBrains' support bot strategy, working to unify customer experiences across products while balancing automation, human expertise, and operational efficiency. His work sits at the intersection of AI, support operations, product management, and developer experience.     Links & Resources Lauren Goerz on LinkedIn Dino Letic on LinkedIn Learn more about JetBrains Learn more about Rasa Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    Building a Unified AI Support Experience: Dino Letic on JetBrains' Support Bot

  4. Jun 4

    Conversation Design Isn't Dead—It's More Important Than Ever with Rebecca Evanhoe

    In this episode of The Dialogue Architects, host Lauren Goerz sits down with Rebecca Evanhoe, Product Manager at Slang AI, to explore what it takes to build enterprise voice AI that works in the real world. As organizations race to adopt generative AI, many are questioning whether traditional conversation design practices still matter. Rebecca argues the opposite. While new terms like prompt engineering and context engineering have emerged, the core principles of conversation design remain essential: understanding user goals, mapping conversation pathways, designing effective question flows, and building systems that reliably help people accomplish tasks. Rebecca shares how Slang AI approaches voice automation for restaurants, handling millions of customer interactions each month. She explains why the company combines deterministic systems with carefully selected language models, using a hybrid architecture that balances reliability, speed, cost, and user experience. The discussion explores how teams can determine when generative AI is appropriate, when traditional workflows are still the better choice, and how rigorous evaluation helps prevent hallucinations and maintain trust. Lauren and Rebecca also dive into modern AI evaluation strategies, including transcript reviews, funnel analysis, automated labeling, human scoring, and experimentation frameworks that help teams understand what users are actually experiencing. They discuss the unique challenges of voice AI, including speech recognition errors, latency, multilingual experiences, and the future of fully generative speech-to-speech interactions. Whether you're a conversation designer, product manager, AI engineer, or enterprise leader, this episode offers practical lessons for building conversational AI systems that users can trust—and businesses can confidently deploy at scale.   Here's What You'll Hear Why conversation design fundamentals still matter in the age of LLMs How Slang AI handles millions of restaurant phone calls each month The difference between deterministic and generative AI systems When LLMs outperform traditional conversational workflows—and when they don't Why evaluation is becoming the most important discipline in AI development How transcript reviews uncover issues metrics often miss The role of Braintrust, human evaluators, and automated scoring systems Voice-specific challenges like ASR accuracy, latency, and interruption handling The future of multilingual and speech-to-speech AI experiences How conversational AI creates valuable operational insights for businesses Timestamps (00:00) Introduction to The Dialogue Architects (00:39) Meet Rebecca Evanhoe of Slang AI (01:30) A Day in Product Management & Voice AI (02:25) Why Conversation Design Still Matters (03:29) Why LLM Evaluation Is Critical (05:38) Is Conversation Design Dead? (06:19) Prompt Engineering vs Conversation Design (07:07) What Conversation Designers Actually Do (10:01) User Advocacy, Research & Design Workshops (12:22) Hybrid AI vs Fully Generative Systems (16:31) When Deterministic Systems Beat LLMs (19:31) AI Costs, Latency & Model Selection (21:07) How Slang AI Evaluates LLM Performance (25:41) Transcript Reviews That Improve AI (26:34) Finding Root Causes Through Metrics (27:54) CSAT vs Sentiment: What Matters More? (31:07) Choosing the Right North Star Metrics (31:59) The Biggest Challenges in Voice AI Design (36:23) Multilingual AI & The Future Product Roadmap (40:31) Turning Customer Calls Into Business Insights (43:12) How AI Is Changing Human Communication (46:46) Rebecca Evanhoe's Advice for Conversation Designers (47:51) Closing Thoughts & Where to Connect About the Guest Rebecca Evanhoe is a Product Manager at Slang AI and a longtime conversation design practitioner. After building her career designing conversational experiences, she transitioned into product management to help scale AI-powered voice systems for enterprise customers. At Slang AI, Rebecca helps shape the strategy behind voice assistants that handle millions of restaurant calls every month, combining conversation design expertise with rigorous evaluation methodologies to build reliable, trustworthy AI experiences.     Links & Resources Lauren Goerz on LinkedIn Rebecca Evanhoe on LinkedIn Learn more about Slang AI Learn more about Rasa Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    Conversation Design Isn't Dead—It's More Important Than Ever with Rebecca Evanhoe

  5. May 14

    From Reports to Responses: AI in Pharma Marketing

    In this episode of The Dialogue Architects, host Lauren Goerz sits down with Eugenia Zeibig, Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer, to explore how AI is reshaping decision-making in pharma marketing. The conversation focuses on what it takes to bring AI into the daily workflow of pharma marketers — combining visual insights with natural-language dialogue to move from weeks of stitched-together analysis to faster, more informed strategic decisions. Lauren and Eugenia discuss the challenge of designing AI systems that marketers can actually trust, why quality matters more than quantity when delivering recommendations, and how AI behavior needs to adapt across different therapeutic categories in pharma. The episode also explores: Balancing "push" insights with "pull" conversational querying Teaching AI to "speak marketing" The difference between high-impact strategic decisions and rapid campaign optimization loops Measuring AI adoption inside a marketing organization The future of orchestration across copilots, foundation models, and enterprise AI tools A practical conversation for enterprise AI leaders, marketers, product teams, and conversational AI practitioners interested in how natural language interfaces are reshaping data analysis and strategic decision-making in regulated industries. Views shared by Eugenia Zeibig are her own and do not reflect Pfizer corporate guidance. Guest Bio Eugenia Zeibig is the Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer. With nearly two decades of experience connecting analytics to commercial outcomes across healthcare and retail, Eugenia leads initiatives focused on building AI-forward, data-driven solutions that empower enterprise marketing teams with conversational AI, strategic insights, and faster decision-making workflows. Key Topics Discussed Approaching AI design for pharma marketing teams Why analysis speed matters in pharma marketing Combining visual insights with natural-language dialogue Designing AI systems marketers can trust Why "quality over quantity" matters in AI recommendations Why AI behavior differs across therapeutic categories Strategic decision loops vs rapid campaign optimization How to measure AI adoption inside a marketing organization Empowering marketers through conversational analytics The future of orchestration across enterprise AI systems Episode Timestamps (00:00) Welcome and guest introduction  (01:01) Eugenia Zeibig's role at Pfizer  (02:50) Understanding pharma marketing audiences  (04:55) The marketer workflow before AI  (08:00) Designing AI for pharma marketers  (10:24) Balancing push and pull interactions  (13:07) Building trust through quality  (15:23) Big-loop vs small-loop decision-making  (18:46) Scaling AI across brands and therapeutic areas  (22:59) Measuring adoption inside a marketing organization  (27:07) Natural-language dialogue for marketers  (29:24) Empowering marketers and data science teams  (31:22) The future of AI tools and orchestration  (33:51) Closing thoughts and farewell Links & Resources Eugenia Zeibig — LinkedIn Lauren Goerz — LinkedIn Learn more about trustworthy conversational AI at Rasa: rasa.com About The Dialogue Architects The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    From Reports to Responses: AI in Pharma Marketing

  6. Apr 22

    The Infrastructure of Trust: Spirit Airlines’ AI Journey with CIO Sapana Patel

    On this episode of The Dialogue Architects, host Lauren Goerz speaks with Sapana Patel, Chief Information Officer at Spirit Airlines, about designing, scaling, and governing human‑machine conversations with strong data foundations. Patel shares how her approach to technology leadership is driven by curiosity, creativity, and team reliability, likening technologists to artists shaping experiences through thoughtful design. She breaks down Spirit’s four AI layers—from enabling developers with Copilot and embedding AI helpers, to building in‑house conversational agents and predictive analytics—all with human verification at the core. The conversation also explores how Spirit serves anonymous airline customers while keeping experiences secure, how metrics like solution ratio, revenue impact, uptime, stability, and security define success, and how her team uses an event‑driven services platform to deliver consistent data across customer touchpoints. Patel closes with leadership insights on how to balance innovation with operational excellence, build trust across technical and business teams, and lead people through change in a fast‑evolving AI landscape. In this episode, you’ll learn: How Spirit Airlines builds reliable data foundations and event‑based common services for conversational AI at scale. The four layers of AI adoption guiding developer enablement, agent design, and analytics. How to design conversations for anonymous, transient airline customers while maintaining trust. Which metrics Spirit uses to measure conversational ROI and ongoing platform stability. What leadership principles drive stable, secure, and human‑centered innovation. Timestamps 00:00  Welcome and Guest Intro 00:58  Career Arc and Innovation 03:24  Four Layers of AI 08:53  AI ROI and Adoption 11:54  Anonymous Customers Challenge 13:39  Measuring Conversational Success 17:02  A/B Testing and Personalization 20:01  Conversation Insights and Payments 21:45  Common Services Platform 25:31  Leading Teams Through Change 29:03  Security and Infrastructure Priorities 30:11  Closing Thoughts and Thanks Guest Bio Sapana Patel has served as Vice President and Chief Information Officer at Spirit Airlines since January 2026. She previously held the role of Senior Vice President, Solutions Architecture, where she led technology teams in close partnership with the business to transform Spirit’s technology stack. Since joining Spirit in 2012, Patel has held several transformational leadership roles, including Senior Director of Solutions Delivery. Prior to Spirit, she held technology leadership positions at the University of Miami, Interval International, and Cargill, spanning more than 20 years. Patel began her aviation career with Northwest Airlines and holds a Bachelor’s degree in Aerospace Engineering and a Master’s degree in Aviation from Embry‑Riddle Aeronautical University.About The Dialogue Architects The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together product leaders, designers, and engineers to unpack how dialogue is built, scaled, and governed in real‑world systems. Links & Resources Spirit Airlines Rasa – Build and scale adaptive AI assistants Follow The Dialogue Architects for more episodes on conversational AI strategy and design Connect with Lauren Goerz and Sapana Patel on LinkedIn Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    The Infrastructure of Trust: Spirit Airlines’ AI Journey with CIO Sapana Patel

  7. Apr 9 ·  Bonus

    REPLAY: Linguistic Exploration & The Future of Conversational AI with Alan Nichol

    This episode is a REPLAY of episode 1 featuring Rasa Founder Alan Nichol. Enjoy! We'll be back next week with new content. Hosted by Simplecast, an AdsWizz company. See https://pcm.adswizz.com for information about our collection and use of personal data for advertising.

    REPLAY: Linguistic Exploration & The Future of Conversational AI with Alan Nichol

  8. Mar 25

    Measuring Conversational Quality: Sentiment, LTV, and the Future of Customer Support with Etie Hertz

    Customer conversations hold an enormous amount of signal—but most enterprises aren’t measuring that signal with the depth or nuance it deserves. In this episode of The Dialogue Architects, Lauren Goerz sits down with Etie Hertz, GM of Conversation Intelligence at ContentSquare, to explore how the acquisition of Loris is bringing together digital experience analytics and next‑generation conversational intelligence to transform customer support, retention, and lifetime value (LTV). Etie shares how Loris evolved from a real‑time agent assist tool into a full conversational quality and insights platform used by both CX leaders and AI teams. He explains why traditional CSAT is insufficient—low-response, biased, and missing data—and how more sophisticated scoring systems can capture the full emotional arc of a conversation. Lauren and Etie dive into Loris’s granular sentiment scale (-2 to +2) and their Conversational Quality (CQ) metric, which evaluates tone, empathy, friction, contact drivers, escalation patterns, and even churn prediction. They discuss what makes conversations work—mirroring tone, acknowledging emotion, reducing repetition—and where they fail. The conversation also explores: • Voice vs. digital trends in support • Personalization through behavioral + conversation data • The role of cultural nuance in AI and human responses • Where friction hides in refunds and policy conversations • How widespread AI agents may reshape human interaction A practical, insightful episode for anyone building or governing conversational systems in CX, operations, or AI. About the Guest: Etie Hertz Etie Hertz is the GM of Conversation Intelligence at ContentSquare, where he leads the integration of Loris’s conversational insights platform with ContentSquare’s global digital experience analytics. With a background spanning product strategy, AI‑driven optimization, and enterprise CX, Etie focuses on extracting actionable signal from conversations—helping organizations understand sentiment, reduce friction, and directly impact customer lifetime value (LTV). His work sits at the intersection of behavioral analytics, conversational design, and responsible AI. Episode Timestamps  (00:00) Meet Etie Hertz (01:05) What ContentSquare Does (02:26) Why Loris Was Built (03:23) From Agent Assist to Insights Platform (03:56) Customer Lifetime Value (LTV) Explained (04:54) Measuring Conversation Quality (07:49) Sentiment Scoring and CQ Metric (09:41) Beyond CSAT: Why It Falls Short (10:50) Root Causes, Attribution & Privacy (13:13) Human Empathy Lessons from Data (15:14) Humans vs. Bots: Tone Matters (20:22) Teaching Empathy Techniques (21:33) Refund Friction & Sensitive Scenarios (22:15) When Chats Go Wrong (24:14) Fixing Repeat Requests (25:16) Voice vs. Digital Channel Shifts (27:15) AI Agents Calling Support Centers (27:48) Personalization Through Support Data (30:05) Behavioral Signals Explained (32:05) Conversational Commerce & Search (34:31) Optimizing Customer Journeys (35:45) Cultural & Linguistic Nuance (37:51) What Conversations Reveal About Brands (39:51) Closing Thanks Links & Resources Etie Hertz – LinkedIn Lauren Goerz - LinkedIn ContentSquare Loris AI (now part of ContentSquare) Conversation / sentiment + support performance Contentsquare's 2026 Digital Experience Benchmark 57% of customer inquiries are resolved when humans and AI work together, vs. 29% with bot-only support Despite many conversations starting negatively, especially in email (64%), interactions that successfully improve sentiment resolve more than twice as often (67% vs. 28%), highlighting the opportunity to actively turn experiences around. AI + shopping behavior / consumer adoption Contentsquare's 2026 Digital Experience Benchmark Contentsquare's Consumer Survey Learn more about enterprise‑grade conversational AI at Rasa: rasa.com About The Dialogue Architects The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together product leaders, designers, and engineers to unpack how dialogue is built, scaled, and governed in real‑world systems.   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    Measuring Conversational Quality: Sentiment, LTV, and the Future of Customer Support with Etie Hertz
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In a world where AI and automation power millions of daily customer and employee interactions, conversation design has become a critical business function. The Dialogue Architects brings together industry leaders, technologists, designers, and strategists to unpack what it takes to create conversations that enterprises can trust. From natural language design and compliance challenges to the human side of voice, chat, and AI, each episode digs into the craft and strategy of building scalable, meaningful dialogue. Whether you’re a conversational designer, product leader, developer, or enterprise decision-maker, this show equips you with the frameworks and foresight to design conversations that work. Not just today, but for the future.

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