Scaling Delivery in Conversational AI: Beyond Demos to Real-World Systems | With Divyanshu Jain

In this episode of the CDI Expert Series: Unprompted, we sit down with Divyanshu Jain, an enterprise AI and product leader with experience scaling conversational and generative AI at global organizations including PepsiCo and Victoria’s Secret & Co. The episode explores what it takes to move from isolated AI projects to sustainable conversational AI delivery at scale.The conversation traces Divyanshu’s journey from hands-on product delivery to building and leading AI practices inside large, complex organizations. They discuss why many conversational AI initiatives fail to gain adoption, and why fundamentals like usefulness, relevance, and accessibility still matter more than hype, tooling, or trend-driven experimentation. The episode highlights practical strategies for leadership, stakeholder alignment, and product-driven approaches to enterprise AI.The episode also covers:Building conversational AI as a product practice, not a one-off projectScaling delivery from early pilots to enterprise-wide adoptionLeading AI teams amid organisational politics and competing prioritiesBalancing experience design, legality, and risk in customer-facing AIEvaluating generative AI maturity beyond demos and proof-of-conceptsThe conversation highlights how enterprise teams can scale conversational AI responsibly, avoid common traps, and build systems that people actually use. So after listening, the question becomes: how do you scale conversational AI responsibly in enterprise environments - building systems that people actually use while balancing innovation, risk, and organizational realities?Contact UsThanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on your favorite social platform.Follow us on social media:X (formerly Twitter): https://x.com/CDInstitute_Instagram: https://www.instagram.com/Conversation_Design_Institute/Facebook: https://www.facebook.com/ConversationDesignInstitute/Find out more:Website: https://www.conversationdesigninstitute.comConnect with us:LinkedIn: https://www.linkedin.com/company/conversation-design-instituteDivyanshu Jain https://www.linkedin.com/in/divyanshu-jain-ai-leader/AI & ML Leader | Generative AI, Responsible AI, & Enterprise Architecture