Unprompted

Designing Human-Centered Conversational AI | Ethics, Education, and EthnographyIn this episode of the CDI Expert Series: Unprompted, we sit down with Dr. Liz Rodwell, anthropologist, UX researcher, and Associate Professor of Digital Media at the University of Houston, to explore how education, ethics, and ethnography shape the way we design and teach conversational AI. Liz brings years of research across classrooms, labs, and cross-cultural fieldwork to show why human insight still matters in an era of large language models.We talk about how teaching design mirrors teaching AI, what cultural awareness means for globally deployed systems, and why the future of conversation design depends on thoughtful, critical, human-centered practices.This episode also covers:- How LLMs are changing the skillset conversation designers need today- Why empathy and communication are still essential- Ethnographic research for uncovering cultural blind spots in AI systems- How educators and learners can help AI better understand nuance, context, and intent- The evolving relationship between design craft and model behavior- How to stay grounded in ethics while working in fast-moving AI environments- Why teaching AI to “listen” starts with teaching humans to notice more- Practical ways to bring cultural/linguistic sensitivity into real-world AIThis episode offers a grounded look at how culture, context, and human insight can shape the next generation of conversational systems. So after listening, the question becomes: how do we design and teach AI systems that are not only intelligent, but deeply aware of the human contexts they operate within?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-instituteProf. Elizabeth (Liz) Rodwell,https://www.linkedin.com/in/lizrodwellMedia Anthropologist, Educator, Director of UX Lab at University of Houston

Designing Multilingual Conversational AI: Prompt EngineeringIn this episode of the CDI Expert Series: Unprompted, we sit down with Greg Bennett, Head of Prompt Engineering at ZEALS, to explore the evolution from conversation design to prompt design. Drawing on nearly a decade leading AI language strategy at Salesforce, Greg shares a unique perspective on how the field is shifting, from crafting scripted interactions to orchestrating intelligent, agentic systems powered by LLMs.We dive into the role of “taste” in AI design, the balance between creativity and scientific rigor, and the importance of building culturally aware systems in a multilingual, global context. Greg also reflects on his experience working with AI in Japan, highlighting how cultural nuance, context, and adaptability are becoming essential skills for designers shaping the next generation of AI experiences.This episode explores:The evolving journey from conversation designer to prompt designerThe tension between declarative and generative AILessons from multilingual AI development and why cultural context mattersDeveloping intuition and a high bar for qualityBalancing scientific rigor with creativity in AI system designBuilding and managing LLM-powered systems responsiblyEmerging approaches to AI regulation and cultural adaptationThe skills and mindsets designers need to stay relevant in an AI-driven futureThis episode offers a deeply human perspective on what it means to design and lead in the age of intelligent language models. So after listening, the question becomes: how do you design AI systems that balance structure and creativity, while remaining culturally aware, responsible, and impactful?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-instituteGreg BennettHead of Prompt Engineering at ZEALS (Former Director of Conversation Design at Salesforce)https://jp.linkedin.com/in/gab45

Designing for Conversation in the Age of Multimodal AIIn this episode of the CDI Expert Series: Unprompted, we sit down with Karen Kuczynski, UX lead for Gemini Live at Google DeepMind, to dive into the evolution of design from deterministic flowcharts to open-ended LLMs, the mechanics of building trust in AI, and the role of multimodality in shaping natural, human-like interactions. Karen reflects on her career arc, the resilience it takes to work at the cutting edge, and how designers today must rethink what it means to guide a “conversation” between people and AI systems.This episode explores:How conversational AI is shifting from voice-only to multimodalDesigning Gemini Live, a real-time companion that can see what you see, translate across languages, and collaborate in the momentThe challenge of creating trust frameworks for LLMsWhy voice identity and diversity matter when users form ongoing relationships with AIThe shift from deterministic flowcharts to principles, guidelines, and facilitation between humans and AI modelsThe role of user research and feedback loops in validating hypotheses and iterating productsLessons from designing communication systems for autonomous vehicles and emerging interfacesThis conversation offers a vital perspective, whether you're a veteran in the field or just starting out, on where conversation design has been—and its trajectory in this new era of generative, multimodal AI. The ultimate question after listening is: how do we design conversational experiences that are not only intelligent but genuinely human-centered, adaptive, and trustworthy?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-instituteKaren KaushanskyConversational AI/UX Lead at Googlehttps://fr.linkedin.com/in/karenkaushansky

Building Predictable Conversational AI: Bridging Design, Engineering & Control at ScaleIn this episode of the CDI Expert Series: Unprompted, we sit down with Yam Marcovitz, former software architect at Microsoft and Apex.AI, and co-founder of the open-source AI framework Parlant. With a background in real-time systems and enterprise software, Yam brings a systems-level perspective to one of AI's biggest challenges: getting LLMs to consistently do what you want.The conversation explores the gap between design and engineering in conversational AI, why current tools fall short, and how open source plays a crucial role in responsible AI development. Yam shares practical insights on building agent behavior that's not just intelligent but reliable and predictable at scale.The episode also explores:How team collaboration and clear communication impact AI behavior as much as the technology itselfThe limitations of current conversation design toolsSeparating design and engineering workflows to improve efficiency and clarityCreating flexible agents without sacrificing controlMoving beyond "prompt and pray" to systematic testing and validationManaging updates/fixing issues without retraining models from scratchDesigning for multilingual, multichannel interactionsHow linguistic precision directly impacts agent performanceWhy open source and transparency are key to building responsible, scalable AI systemsThroughout the episode, Yam offers a practical, behind-the-scenes look at how robust AI systems are actually built; balancing flexibility with control, and creativity with structure. So, after reflecting on this episode: how can you build AI systems that are not just intelligent, but truly reliable, testable, and scalable?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-instituteYam Marcovitz,https://il.linkedin.com/in/yam-marcovicCEO, Parlant.io

Optimizing Conversational AI in the Enterprise: Strategy, Collaboration & Real-World ImpactIn this episode of the CDI Expert Series: Unprompted, we sit down with Lauren Goerz, Technical Marketing Engineer at Rasa, who brings nearly a decade of experience designing and deploying conversational AI across industries. Lauren walks us through what it really takes to build systems that don't just work, but actually get better over time.The conversation centres on the importance of organisational alignment, highlighting how successful AI adoption depends on collaboration across leadership, product, engineering, and customer teams. Lauren also discusses the growing role of conversation designers in shaping experiences that are not just functional, but intuitive and human.The episode also explores:Why one-size-fits-all doesn't work in conversational designConversation review as a core disciplineProving value in the enterprise: How to align with stakeholders, track metrics that actually matter (like topic-level success rates)The real impact of AI on costs, satisfaction, and service quality.The case for hybrid systems: Rasa's "process calling" approach, a structured way to blend LLMs with deterministic flows for safety, scalability, and control.How teams can build systems ready for long-term iteration using metadata, user feedback, and strategic measurement as their foundation.What modern Conversational AI teams actually look likeWhether you're wrestling with enterprise AI challenges or just trying to make your assistant a little better each week, this conversation offers both big-picture clarity and actionable insights you can use right away.So, after reflecting on this episode: how can you better align teams, tools, and strategy to scale conversational AI effectively in your organisation?-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-instituteLauren Goerzhttps://www.linkedin.com/in/lauren-goerz/Senior Technical Marketing Engineer at Rasa

Persona in Conversational AI: Designing AI Companions with Empathy, Trust, & Ethical CareIn this episode of the CDI Expert Series: Unprompted, host Michele sits down with Jason Gilbert, Lead Character Designer at Intuition Robotics, to explore the thoughtful design behind Lark, a companion robot created to support older adults who are aging in place.Drawing on his experience, Jason shares how Lark was built to strengthen human relationships, not replace them. He highlights the unique challenges of designing technology for a vulnerable population. Jason explains that trust, transparency, and user autonomy are central to Lark’s design, from safeguarding privacy to ensuring users remain in control.The episode also explores:How conversational AI can support older adults without replacing human relationshipsThe role of multimodal design (voice, lights, gestures, and screen) in creating more natural interactionsUsing generative AI to encourage creativity through art, poetry, and storytellingThe ethical responsibilities of designing empathetic AI systemsThroughout the discussion, Jason shares insights into the interdisciplinary work behind conversational AI, highlighting collaboration between designers, engineers, and psychologists to build technology that is both helpful and emotionally intelligent. The episode offers valuable perspectives for anyone interested in human-centred conversational AI design and the future of compassionate technology.So, after reflecting on this episode: how can designers create technology that supports human connection rather than replacing it?-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-instituteJason GilbertLead Character Designer at Intuition Roboticshttps://www.linkedin.com/in/jason-f-gilbert-75186a156