CDI: Global training & chatbot auditing
Conversation Design Institute
Workshop facilitation Chatbot auditing Team upskilling LLM conversation design Global clients
Clients trained:
10+ organisations
Regions covered:
US, Europe, APAC, Middle East
Format:
Remote & in-person
The role
As a senior conversation designer at CDI, I was responsible for two interconnected workstreams: auditing existing client chatbots to identify performance gaps and structural weaknesses, and delivering bespoke training programmes to upskill client teams in conversation design principles. Each engagement was tailored to the client's industry, maturity level, and specific needs, ranging from foundational workshops to specialist sessions on LLM-based conversation design.
Featured client engagements
Meta
Israel& USA
Delivered 8 workshops on conversation design fundamentals, tailored for teams across two continents. Sessions covered core principles, persona, flow design, and best practices for building effective AI-driven experiences.
PepsiCo
India, USA, UK, Belgium & Turkiye
Rolled out conversation design fundamentals training across multiple companies within the PepsiCo portfolio, ensuring a consistent baseline understanding of design principles across diverse teams and brands.
AIB
Republic of Ireland
Tasked with training an entirely new team to take ownership of the bank's chatbot. Delivered a modified fundamentals programme followed by two bespoke all-day in-person sessions in Dublin, equipping the team with the skills and confidence to manage complex banking journeys independently.
Hewlett Packard
USA
Delivered 6 bespoke sessions specifically focused on conversation design for LLMs, developed at the client's request. Each session was grounded in examples drawn directly from HP's own model, making the training immediately relevant and actionable for their team.
Chatbot auditing
Identifying gaps, improving performance
Alongside training, I regularly audited both prospective and existing client chatbots. I analysed conversation flows, failure patterns, team structure, and quality processes to produce actionable improvement recommendations. Clients spanned a wide range of industries and geographies.
Outcomes
Tangible deliverables
Workshops resulted in the creation of persona and tone-of-voice documentation that client teams adopted and carried forward into their day-to-day work.
Long-term impact
Several engagements led to ongoing, long-term conversation design projects for CDI. The workshops and audits helped build trust and mutual understanding with the client in delivering a stronger chatbot experience together.
The approach
Framework
I used CDI's conversation design principles as the core methodology. A number of clients asked for more bespoke workshops. Together with other conversation designers, I adapted and contextualised the workshops to fit each client's industry, platform, and team maturity.
Workshop design
In close collaboration with CDI colleagues, I developed new workshop formats, tailoring content around each client's specific challenges in addition to offering the standard CDI workshops on conversation design fundamentals and persona.
Topics covered
The workshops focused on conversation design fundamentals, persona development, tone-of-voice definition, chatbot risk management, designing for complex and difficult journeys, designing for voice, how to design and effectively guardrail for LLM chatbots, plus many other topics.
Delivery formats
Remote multi-session programmes, in-person full-day intensives, and hybrid engagements. Each workshop was adapted according to team size, location, and learning objectives.