Agony Agent Roundtable #2

In this episode of Agony Agent, Ben McCulloch welcomes
conversation design experts Ilana Meir and Peter Isaacs to tackle
pressing issues faced by conversation AI designers. Ilana, a
freelance conversation designer with extensive experience in AR,
VR, and healthcare, and Peter, a senior conversation design
advocate at Voiceflow, share insights on improving bot
interactions, overcoming organisational challenges, and
leveraging large language models (LLMs).


Key topics include how to navigate archaic systems when designing
seamless user experiences, managing sentiment analysis in
conversation design, and balancing the demands of impulsive sales
teams with technical developers. They also discuss the impact of
context switching for designers managing multiple brands and the
challenges of fine-tuning LLMs for scalable AI solutions.


This episode is a must-listen for anyone in the conversational AI
industry, offering practical advice on how to combine technical
and creative expertise to build better, more human-like
interactions. Whether you're refining chatbots or introducing
generative AI, you'll find valuable strategies to implement right
away.


00:00.0 Intro


04:58.5 Creating beautiful interactions with archaic solutions


11:05.2 Learn sentiment analysis and do emotionally sensitive
conversation design


17:19.6 Educating user to speak so the NLU understands


21:17.1 Using LLMs for intent recognition


22:54.1 Meaningful success metrics


27:49.1 Advocating for a holistic view between competing
stakeholders


32:38.2 Balancing Gen AI obsession with its abilities


37:30.0 How to build a chatbot that matches ChatGPT


39:19.6 Preparation before building


40:47.1 Think about frameworks where conversations will happen


41:56.6 Finetuning LLMs


44:33.6 Making people see value of CAI and experts


46:17.6 Is chatgpt a good way to show what CAI can do?


47:47.1 CXD for SaaS services with LLM solutions


51:52.1 How to advocate for your role


54:19.6 Context switching multiple brands in a services
organisation as a manager


58:24.6 How to go beyond information provided by client when
training an assistant


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