Conversation Design

Illustration of a glasswing butterfly with transparent wings over a dark grid, evoking the Project Glasswing security theme

Industry News May 20, 2026 7 min read

Project Glasswing Is a Cybersecurity Story. A Conversation Designer Reads It Differently.

Project Glasswing is a new Anthropic-led effort, with partners like Amazon, Google, Microsoft, and JPMorganChase, to secure critical software using Claude Mythos Preview, a model that finds software flaws better than almost any human. Most coverage will focus on the hacking. This opinion piece reads it through a conversation designer's eyes: the names, the framing, and what it means for any business whose AI talks to customers.

Tool Reviews April 24, 2026 7 min read

Voiceflow for Enterprise CX: An Honest Review

Voiceflow is a strong design and prototyping platform for conversational AI. It excels at multi-channel chatbot design, visual flow building, and team collaboration. It hits a ceiling at enterprise scale on three fronts: production deployment infrastructure, governance and audit controls, and integration with enterprise identity systems. Best for mid-market teams and design-led organizations.

Industry Trends April 22, 2026 10 min read

The Conversation Design Skills Gap: Why AI Teams Are Hiring Linguists

AI teams at enterprise companies are quietly adding linguists, conversation designers, and AI content strategists to their rosters. Engineering teams alone cannot build conversational AI that works. Language expertise is now table stakes for enterprise AI. The skills gap is widening because most computer science programs do not teach pragmatics, discourse design, or conversational repair.

Case Study April 20, 2026 7 min read

The Chatbot That Stalled: A Conversation Design Case Study

A mid-market insurance carrier had a chatbot containing 42 percent of contacts but stuck at 61 percent customer satisfaction (CSAT). ICX audited the conversation logs, rebuilt the system prompt, redesigned the intent map, and replaced the escalation flow. Ninety days later, CSAT moved to 84 percent and same-day re-contacts fell 41 percent. The platform never changed.

Conversational AI April 19, 2026 9 min read

Your Chatbot Doesn't Have an AI Problem. It Has a Language Problem.

Most failing chatbots have capable models, reputable platforms, and working integrations. Customers still complain. The reason is a language problem, not an AI problem. The bot misses pragmatics (what people mean versus what they say), discourse rules (how turns connect), and conversational repair (how to fix breakdowns). The fix is conversation design, not a new model.

Industry Trends April 16, 2026 7 min read

Why AI Agents Are Replacing Chatbots in CX

AI agents are displacing chatbots in enterprise customer experience faster than most teams forecasted. The difference is not the chat window. It is what happens underneath. Chatbots classify and route. Agents plan, decide, and close. The transition exposes three failure patterns most teams hit: treating an agent like a smarter chatbot, skipping the orchestration layer, and underestimating the measurement gap.

Conversational AI April 11, 2026 9 min read

The 5 Conversational Patterns That Make Users Rage-Quit Your Chatbot

Five conversational patterns cause users to rage-quit chatbots: the dead-end response (no path forward), false confidence (sounds sure but wrong), context blindness (forgets what was said two turns ago), hostile politeness (over-formal refusals), and circular escalation (asks for the same info repeatedly). Each pattern shows up in support data and is fixable in conversation design, not in the model.

CX Strategy April 9, 2026 8 min read

The Hidden Cost of "Good Enough" AI: Why 60% of Chatbot Projects Get Abandoned

Around 60 percent of chatbot projects quietly get shelved within their first year. The cost is not just the wasted build budget. The real ongoing cost shows up in repeat contacts (customers calling back the same day), CSAT damage that lingers for quarters, and the rebuild burden when leadership wants to try AI again. 'Good enough' AI is the most expensive AI.

Conversational AI April 1, 2026 8 min read

Designing for the Moment AI Gets It Wrong: A Conversation Designer's Guide

Every AI chatbot will get something wrong. The real question is what happens next. Three failure types need explicit design: misunderstanding (the AI parsed the input wrong), low confidence (the AI is not sure of the answer), and out-of-scope (the AI cannot help with this kind of request at all). Each failure type has a different recovery pattern. Trust depends on getting these right.

CX Strategy April 1, 2026 7 min read

"But ChatGPT Can Already Do This." How to Make the Case for Conversation Design.

When a leader asks why you need conversation design when ChatGPT can already handle conversations, here is the answer. ChatGPT can hold a conversation. It cannot reliably represent your brand, follow your policies, escalate at the right moment, or handle the customer questions you actually get. Conversation design fills that gap. The 'works' bar and the 'works well' bar are far apart in production.

Industry Trends March 26, 2026 2 min read

Welcome to Intelligent CX Consulting

Intelligent CX Consulting (ICX) is a Dallas-Fort Worth AI consulting firm. ICX was founded by Christi Akinwumi in 2026. ICX designs conversational AI, prompt systems, and CX strategy for enterprise customer service teams. ICX-built systems have served 20 million users across 8 global markets and saved clients $2 million.

Tool Reviews March 18, 2026 6 min read

How Gamma Is Changing the Way Consultants Build Deliverables

Gamma is an AI-powered presentation tool that lets consultants generate decks, one-pagers, and reports from a prompt or outline. The tool changes the economics of consulting deliverables: hours of layout and formatting work compress into minutes. Gamma works best for strategy documents, workshop materials, and pitch decks where structure matters more than custom design. It struggles with highly visual or chart-heavy work.

Industry Trends March 12, 2026 4 min read

What Is Intelligent CX? How AI Is Transforming Customer Experience

Intelligent CX combines conversational AI, prompt engineering, and CX strategy to design customer experiences that resolve issues, build trust, and scale across channels. It is not a new technology category. It is a discipline that treats language, escalation, and measurement as design problems instead of vendor configuration tasks.

Tool Reviews February 19, 2026 6 min read

How to Choose an AI Customer Support Platform in 2026

Choosing an AI customer support platform in 2026 means evaluating seven criteria, not feature lists: conversation design support, prompt customization depth, integration with your existing stack, analytics and observability, escalation design, multi-language support, and pricing model. The wrong platform will work in the demo and fail in production. The right one matches your use case, not the vendor's pitch.

Industry Trends January 22, 2026 7 min read

Why Most Enterprise Chatbots Fail in the First Year: 5 Design Mistakes to Avoid

Most enterprise chatbot projects fail within 12 months for five repeatable reasons: building for containment instead of resolution, skipping conversation design, ignoring the unhappy path, designing escalation as a wall instead of a door, and treating launch as the finish line. The fix is design discipline, not a better platform.

Industry Trends January 8, 2026 5 min read

Chatbot vs. Conversational AI: What Enterprise Leaders Need to Know

A chatbot is a rule-based system that matches keywords to scripted responses. Conversational AI uses natural language processing, large language models, and machine learning to understand intent, maintain context across multi-turn dialogs, and generate dynamic responses. Most enterprise chatbot projects fail because teams confuse the two and choose the wrong technology for the use case.

Articles tagged “Conversation Design”