The conversation design team at a company recognizes that users often misunderstand the language used in chatbots, leading to frustration and distrust. To address this issue, they invite the support team to share their top linguistic gripes and create a forum for knowledge transfer. This collaboration allows them to identify common jargon and intents that cause confusion, review representative transcripts and customer calls, and create an initial audit based on extended customer journeys. By doing so, they can create a more user-friendly chatbot experience. The team also recognizes the value of support interactions as a portal into unfiltered user feedback, which can be used to inform bot design decisions. To leverage this feedback, the conversation designers work closely with the support team to identify targeted challenges and address them together. This collaboration enables them to re-envision how the company communicates and make it friendlier to interact with, ultimately improving the overall user experience.