11 conversational AI design best practices to implement

Jesse Sumrak's article outlines essential best practices for designing effective conversational AI systems, emphasizing that the most critical decisions occur at the architectural level before writing conversation flows. Key points include documenting a clear persona to ensure consistency, designing for resolution rather than deflection, and planning failure responses to maintain customer trust. The article stresses the importance of maintaining tone consistency across different channels, using real conversation data for testing, and ensuring AI behavior is explainable to build customer and compliance trust. The continuous improvement of conversational AI is highlighted as crucial, with the launch merely marking the beginning of an ongoing process. Infrastructure decisions play a significant role in successful implementations, with platforms like Twilio offering foundational support for context retention, escalation management, and conversation intelligence.

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