Conversation Design: The Art and Science of Teaching Robots to Talk

Customer experiences are becoming more digital, and digital systems are becoming more conversational. But conversational AI needs a different approach.



Waterfield Tech’s VP of Conversational AI, Kerry Robinson, and Director of Customer Experience Design, Sarah Reitsma, help you understand the differences between graphical and conversational interfaces. You’ll discover the key points you need to understand conversation design and hear tips for creating better IVR and chatbot experiences.

We’ll cover:

  • The difference between graphical user interfaces and conversational user interfaces
  • The essentials of human language
  • Designing conversations that customers will love

Walk away with a clear understanding of why you need conversation design, what it is, and how to use it to create a fantastic conversational customer experience.




Get to Know Your Speakers


Kerry Robinson
VP of Conversational AI
Waterfield Technologies

An Oxford physicist with a Master’s in Artificial Intelligence, Kerry is a technologist, scientist, and lover of data with over 20 years of experience in conversational AI. He combines business, customer experience, and technical expertise to deliver IVR, voice, and chatbot strategy, and keep Waterfield Technologies buzzing.

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Sarah Reitsma
Director of Customer Experience Design
Waterfield Technologies

As Director of Customer Experience Design at Waterfield Technologies, Sarah is the lead voice strategist in support of Waterfield Tech’s user experience team. She brings over 20 years of speech science and B2C design expertise to the contact center space where she has been instrumental in guiding the transformation of voice and digital experiences for our clients around the globe.

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