https://simplecast.com The Dialogue Architects In a world where AI and automation power millions of daily customer and employee interactions, conversation design has become a critical business function. The Dialogue Architects brings together industry leaders, technologists, designers, and strategists to unpack what it takes to create conversations that enterprises can trust. From natural language design and compliance challenges to the human side of voice, chat, and AI, each episode digs into the craft and strategy of building scalable, meaningful dialogue. Whether you’re a conversational designer, product leader, developer, or enterprise decision-maker, this show equips you with the frameworks and foresight to design conversations that work. Not just today, but for the future. 2026 Rasa en Wed, 24 Jun 2026 07:00:00 +0000 Wed, 24 Jun 2026 15:44:11 +0000 https://the-dialogue-architects.simplecast.com The Dialogue Architects https://image.simplecastcdn.com/images/9af9fba1-837c-4059-ab78-af95721786d7/96898f68-36cf-47d3-a950-04aabbf37fa4/3000x3000/cover-20art-20final-20-1.jpg?aid=rss_feed https://the-dialogue-architects.simplecast.com episodic In a world where AI and automation power millions of daily customer and employee interactions, conversation design has become a critical business function. The Dialogue Architects brings together industry leaders, technologists, designers, and strategists to unpack what it takes to create conversations that enterprises can trust. From natural language design and compliance challenges to the human side of voice, chat, and AI, each episode digs into the craft and strategy of building scalable, meaningful dialogue. Whether you’re a conversational designer, product leader, developer, or enterprise decision-maker, this show equips you with the frameworks and foresight to design conversations that work. Not just today, but for the future. Rasa false https://feeds.simplecast.com/DcfcuKCv ai, analytics, artificial intelligence, conversational intelligence, data, llm, tech, technology Rasa meredith@caspianstudios.com 3c92f81d-e231-491b-8b04-72be17c3bde0 Building a Unified AI Support Experience: Dino Letic on JetBrains' Support Bot In this episode of The Dialogue Architects, host Lauren Goerz sits down with Dino Letic, Product Manager at JetBrains, to explore what it takes to build conversational AI for developers.

Unlike most customer support audiences, developers arrive with detailed logs, highly technical questions, and unique environments that make support particularly challenging. Dino shares how his background in support engineering shaped his approach to building JetBrains' unified support bot—an AI-powered experience designed to simplify customer interactions across a growing portfolio of products.

The conversation explores the challenges of fragmented support systems, the importance of creating a single point of entry for users, and how the bot identifies intent, asks follow-up questions, summarizes issues, and escalates conversations when needed. Dino explains how JetBrains balances automation with human expertise, why knowledge management is critical to AI success, and how the team handles the ongoing challenge of outdated documentation and rapidly evolving products.

Lauren and Dino also discuss measuring success, team ownership models, deployment considerations, and why JetBrains chose an on-premises AI approach. The episode concludes with a thoughtful discussion about the opportunities—and risks—of agentic AI in customer support and product decision-making.

Whether you're building AI assistants, managing support operations, or designing enterprise conversational experiences, this episode offers practical lessons from one of the most technically demanding support environments in software.

 

 

Here's What You'll Hear

  • Why developers are uniquely challenging support customers
  • How JetBrains unified support across multiple products and teams
  • The role of AI in ticket triage, escalation, and issue summarization
  • Why a single conversational entry point improves customer experience
  • How JetBrains manages knowledge sources and documentation quality
  • The challenges of outdated information in AI-powered support
  • What success metrics matter most for support automation
  • Why JetBrains chose an on-prem deployment strategy
  • Team structures, ownership models, and operational lessons
  • Where agentic AI fits—and where caution is required

 

 

Timestamps

(00:00) Show Introduction

(01:00) Dino Letic's Journey to Product Management

(02:59) Why Developers Are Difficult Support Customers

(05:37) Unifying Support Through a Single AI Bot

(09:30) Product Priorities and Roadmap Strategy

(10:55) Team Structure and Ownership

(12:57) Escalation Paths and Unified Experiences

(14:24) Measuring Real Business Value

(16:20) Data Sources and Knowledge Management

(20:05) Mining Insights from Customer Conversations

(23:27) Automatically Updating Knowledge Bases

(24:33) Handling Outdated Information

(26:06) Team Rituals, OKRs, and Continuous Improvement

(29:09) Balancing Ambition with Practicality

(31:19) Why JetBrains Chose Rasa On-Prem

(33:06) The Product Manager Mindset Shift

(34:53) Analytics, Accountability, and Ownership

(37:28) The Risks of Agentic AI

(40:51) Closing Thoughts

 

 

About the Guest

Dino Letic is a Product Manager at JetBrains, where he leads initiatives focused on conversational AI and customer support automation. Beginning his career in support engineering, Dino developed firsthand experience helping developers navigate complex technical issues before transitioning into product management.

Today, he leads JetBrains' support bot strategy, working to unify customer experiences across products while balancing automation, human expertise, and operational efficiency. His work sits at the intersection of AI, support operations, product management, and developer experience.

 

 

Links & Resources

Lauren Goerz on LinkedIn

Dino Letic on LinkedIn

Learn more about JetBrains

Learn more about Rasa


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Wed, 24 Jun 2026 07:00:00 +0000 meredith@caspianstudios.com (Lauren Goerz, Rasa, Caspian Studios, Seannon Gonzalez, Dino Letic) https://the-dialogue-architects.simplecast.com/episodes/building-a-unified-ai-support-experience-dino-letic-on-jetbrains-support-bot-PlVFTVzx In this episode of The Dialogue Architects, host Lauren Goerz sits down with Dino Letic, Product Manager at JetBrains, to explore what it takes to build conversational AI for developers.

Unlike most customer support audiences, developers arrive with detailed logs, highly technical questions, and unique environments that make support particularly challenging. Dino shares how his background in support engineering shaped his approach to building JetBrains' unified support bot—an AI-powered experience designed to simplify customer interactions across a growing portfolio of products.

The conversation explores the challenges of fragmented support systems, the importance of creating a single point of entry for users, and how the bot identifies intent, asks follow-up questions, summarizes issues, and escalates conversations when needed. Dino explains how JetBrains balances automation with human expertise, why knowledge management is critical to AI success, and how the team handles the ongoing challenge of outdated documentation and rapidly evolving products.

Lauren and Dino also discuss measuring success, team ownership models, deployment considerations, and why JetBrains chose an on-premises AI approach. The episode concludes with a thoughtful discussion about the opportunities—and risks—of agentic AI in customer support and product decision-making.

Whether you're building AI assistants, managing support operations, or designing enterprise conversational experiences, this episode offers practical lessons from one of the most technically demanding support environments in software.

 

 

Here's What You'll Hear

  • Why developers are uniquely challenging support customers
  • How JetBrains unified support across multiple products and teams
  • The role of AI in ticket triage, escalation, and issue summarization
  • Why a single conversational entry point improves customer experience
  • How JetBrains manages knowledge sources and documentation quality
  • The challenges of outdated information in AI-powered support
  • What success metrics matter most for support automation
  • Why JetBrains chose an on-prem deployment strategy
  • Team structures, ownership models, and operational lessons
  • Where agentic AI fits—and where caution is required

 

 

Timestamps

(00:00) Show Introduction

(01:00) Dino Letic's Journey to Product Management

(02:59) Why Developers Are Difficult Support Customers

(05:37) Unifying Support Through a Single AI Bot

(09:30) Product Priorities and Roadmap Strategy

(10:55) Team Structure and Ownership

(12:57) Escalation Paths and Unified Experiences

(14:24) Measuring Real Business Value

(16:20) Data Sources and Knowledge Management

(20:05) Mining Insights from Customer Conversations

(23:27) Automatically Updating Knowledge Bases

(24:33) Handling Outdated Information

(26:06) Team Rituals, OKRs, and Continuous Improvement

(29:09) Balancing Ambition with Practicality

(31:19) Why JetBrains Chose Rasa On-Prem

(33:06) The Product Manager Mindset Shift

(34:53) Analytics, Accountability, and Ownership

(37:28) The Risks of Agentic AI

(40:51) Closing Thoughts

 

 

About the Guest

Dino Letic is a Product Manager at JetBrains, where he leads initiatives focused on conversational AI and customer support automation. Beginning his career in support engineering, Dino developed firsthand experience helping developers navigate complex technical issues before transitioning into product management.

Today, he leads JetBrains' support bot strategy, working to unify customer experiences across products while balancing automation, human expertise, and operational efficiency. His work sits at the intersection of AI, support operations, product management, and developer experience.

 

 

Links & Resources

Lauren Goerz on LinkedIn

Dino Letic on LinkedIn

Learn more about JetBrains

Learn more about Rasa


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Building a Unified AI Support Experience: Dino Letic on JetBrains' Support Bot Lauren Goerz, Rasa, Caspian Studios, Seannon Gonzalez, Dino Letic 00:41:29 How do you build conversational AI for one of the most demanding customer groups in the world—developers? Dino Letic of JetBrains joins Lauren Goerz to discuss creating a unified support bot that helps users navigate licensing, account issues, product support, and technical troubleshooting across a complex product ecosystem. How do you build conversational AI for one of the most demanding customer groups in the world—developers? Dino Letic of JetBrains joins Lauren Goerz to discuss creating a unified support bot that helps users navigate licensing, account issues, product support, and technical troubleshooting across a complex product ecosystem. chatbot design, developer tools, jetbrains, knowledge management, ai support bot, developer support, rasa, ai deployment, technical support, customer service automation, ai agents, enterprise software, on prem ai, conversation design, customer experience, developer experience, customer support ai, enterprise ai, support engineering, conversational ai, ai strategy, support operations, software development, support automation, product management false full 10 f3ff4e5a-a154-4b7f-b1fe-7193a8b42cb6 Conversation Design Isn't Dead—It's More Important Than Ever with Rebecca Evanhoe In this episode of The Dialogue Architects, host Lauren Goerz sits down with Rebecca Evanhoe, Product Manager at Slang AI, to explore what it takes to build enterprise voice AI that works in the real world.

As organizations race to adopt generative AI, many are questioning whether traditional conversation design practices still matter. Rebecca argues the opposite. While new terms like prompt engineering and context engineering have emerged, the core principles of conversation design remain essential: understanding user goals, mapping conversation pathways, designing effective question flows, and building systems that reliably help people accomplish tasks.

Rebecca shares how Slang AI approaches voice automation for restaurants, handling millions of customer interactions each month. She explains why the company combines deterministic systems with carefully selected language models, using a hybrid architecture that balances reliability, speed, cost, and user experience. The discussion explores how teams can determine when generative AI is appropriate, when traditional workflows are still the better choice, and how rigorous evaluation helps prevent hallucinations and maintain trust.

Lauren and Rebecca also dive into modern AI evaluation strategies, including transcript reviews, funnel analysis, automated labeling, human scoring, and experimentation frameworks that help teams understand what users are actually experiencing. They discuss the unique challenges of voice AI, including speech recognition errors, latency, multilingual experiences, and the future of fully generative speech-to-speech interactions.

Whether you're a conversation designer, product manager, AI engineer, or enterprise leader, this episode offers practical lessons for building conversational AI systems that users can trust—and businesses can confidently deploy at scale.

 

Here's What You'll Hear

  • Why conversation design fundamentals still matter in the age of LLMs
  • How Slang AI handles millions of restaurant phone calls each month
  • The difference between deterministic and generative AI systems
  • When LLMs outperform traditional conversational workflows—and when they don't
  • Why evaluation is becoming the most important discipline in AI development
  • How transcript reviews uncover issues metrics often miss
  • The role of Braintrust, human evaluators, and automated scoring systems
  • Voice-specific challenges like ASR accuracy, latency, and interruption handling
  • The future of multilingual and speech-to-speech AI experiences
  • How conversational AI creates valuable operational insights for businesses


Timestamps

(00:00) Introduction to The Dialogue Architects

(00:39) Meet Rebecca Evanhoe of Slang AI

(01:30) A Day in Product Management & Voice AI

(02:25) Why Conversation Design Still Matters

(03:29) Why LLM Evaluation Is Critical

(05:38) Is Conversation Design Dead?

(06:19) Prompt Engineering vs Conversation Design

(07:07) What Conversation Designers Actually Do

(10:01) User Advocacy, Research & Design Workshops

(12:22) Hybrid AI vs Fully Generative Systems

(16:31) When Deterministic Systems Beat LLMs

(19:31) AI Costs, Latency & Model Selection

(21:07) How Slang AI Evaluates LLM Performance

(25:41) Transcript Reviews That Improve AI

(26:34) Finding Root Causes Through Metrics

(27:54) CSAT vs Sentiment: What Matters More?

(31:07) Choosing the Right North Star Metrics

(31:59) The Biggest Challenges in Voice AI Design

(36:23) Multilingual AI & The Future Product Roadmap

(40:31) Turning Customer Calls Into Business Insights

(43:12) How AI Is Changing Human Communication

(46:46) Rebecca Evanhoe's Advice for Conversation Designers

(47:51) Closing Thoughts & Where to Connect


About the Guest

Rebecca Evanhoe is a Product Manager at Slang AI and a longtime conversation design practitioner. After building her career designing conversational experiences, she transitioned into product management to help scale AI-powered voice systems for enterprise customers. At Slang AI, Rebecca helps shape the strategy behind voice assistants that handle millions of restaurant calls every month, combining conversation design expertise with rigorous evaluation methodologies to build reliable, trustworthy AI experiences.

 

 

Links & Resources

Lauren Goerz on LinkedIn

Rebecca Evanhoe on LinkedIn

Learn more about Slang AI

Learn more about Rasa


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Thu, 4 Jun 2026 14:00:00 +0000 meredith@caspianstudios.com (RASA, Lauren Goerz, Rebecca Evanhoe, Seannon Gonzalez, Caspian Studios) https://the-dialogue-architects.simplecast.com/episodes/conversation-design-isnt-deadits-more-important-than-ever-with-rebecca-evanhoe-sqfVsuSY In this episode of The Dialogue Architects, host Lauren Goerz sits down with Rebecca Evanhoe, Product Manager at Slang AI, to explore what it takes to build enterprise voice AI that works in the real world.

As organizations race to adopt generative AI, many are questioning whether traditional conversation design practices still matter. Rebecca argues the opposite. While new terms like prompt engineering and context engineering have emerged, the core principles of conversation design remain essential: understanding user goals, mapping conversation pathways, designing effective question flows, and building systems that reliably help people accomplish tasks.

Rebecca shares how Slang AI approaches voice automation for restaurants, handling millions of customer interactions each month. She explains why the company combines deterministic systems with carefully selected language models, using a hybrid architecture that balances reliability, speed, cost, and user experience. The discussion explores how teams can determine when generative AI is appropriate, when traditional workflows are still the better choice, and how rigorous evaluation helps prevent hallucinations and maintain trust.

Lauren and Rebecca also dive into modern AI evaluation strategies, including transcript reviews, funnel analysis, automated labeling, human scoring, and experimentation frameworks that help teams understand what users are actually experiencing. They discuss the unique challenges of voice AI, including speech recognition errors, latency, multilingual experiences, and the future of fully generative speech-to-speech interactions.

Whether you're a conversation designer, product manager, AI engineer, or enterprise leader, this episode offers practical lessons for building conversational AI systems that users can trust—and businesses can confidently deploy at scale.

 

Here's What You'll Hear

  • Why conversation design fundamentals still matter in the age of LLMs
  • How Slang AI handles millions of restaurant phone calls each month
  • The difference between deterministic and generative AI systems
  • When LLMs outperform traditional conversational workflows—and when they don't
  • Why evaluation is becoming the most important discipline in AI development
  • How transcript reviews uncover issues metrics often miss
  • The role of Braintrust, human evaluators, and automated scoring systems
  • Voice-specific challenges like ASR accuracy, latency, and interruption handling
  • The future of multilingual and speech-to-speech AI experiences
  • How conversational AI creates valuable operational insights for businesses


Timestamps

(00:00) Introduction to The Dialogue Architects

(00:39) Meet Rebecca Evanhoe of Slang AI

(01:30) A Day in Product Management & Voice AI

(02:25) Why Conversation Design Still Matters

(03:29) Why LLM Evaluation Is Critical

(05:38) Is Conversation Design Dead?

(06:19) Prompt Engineering vs Conversation Design

(07:07) What Conversation Designers Actually Do

(10:01) User Advocacy, Research & Design Workshops

(12:22) Hybrid AI vs Fully Generative Systems

(16:31) When Deterministic Systems Beat LLMs

(19:31) AI Costs, Latency & Model Selection

(21:07) How Slang AI Evaluates LLM Performance

(25:41) Transcript Reviews That Improve AI

(26:34) Finding Root Causes Through Metrics

(27:54) CSAT vs Sentiment: What Matters More?

(31:07) Choosing the Right North Star Metrics

(31:59) The Biggest Challenges in Voice AI Design

(36:23) Multilingual AI & The Future Product Roadmap

(40:31) Turning Customer Calls Into Business Insights

(43:12) How AI Is Changing Human Communication

(46:46) Rebecca Evanhoe's Advice for Conversation Designers

(47:51) Closing Thoughts & Where to Connect


About the Guest

Rebecca Evanhoe is a Product Manager at Slang AI and a longtime conversation design practitioner. After building her career designing conversational experiences, she transitioned into product management to help scale AI-powered voice systems for enterprise customers. At Slang AI, Rebecca helps shape the strategy behind voice assistants that handle millions of restaurant calls every month, combining conversation design expertise with rigorous evaluation methodologies to build reliable, trustworthy AI experiences.

 

 

Links & Resources

Lauren Goerz on LinkedIn

Rebecca Evanhoe on LinkedIn

Learn more about Slang AI

Learn more about Rasa


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Conversation Design Isn't Dead—It's More Important Than Ever with Rebecca Evanhoe RASA, Lauren Goerz, Rebecca Evanhoe, Seannon Gonzalez, Caspian Studios 00:48:37 How do you build enterprise voice AI that customers actually trust? Rebecca Evanhoe of Slang AI joins Lauren Goerz to discuss conversation design, LLM evaluation, hybrid AI systems, and what it takes to automate millions of restaurant phone calls without sacrificing reliability. How do you build enterprise voice AI that customers actually trust? Rebecca Evanhoe of Slang AI joins Lauren Goerz to discuss conversation design, LLM evaluation, hybrid AI systems, and what it takes to automate millions of restaurant phone calls without sacrificing reliability. enterprise ai strategy, llm evaluation, enterprise voice ai, rasa podcast, restaurant ai, speech recognition, rasa, context engineering, rebecca evanhoe, restaurant technology, customer service automation, lauren goerz, slang ai, voice ai, generative ai, ai agents, enterprise software, ai evaluation, prompt engineering, ai product management, conversation design, customer experience, enterprise ai, ai reliability, conversational ai, speech-to-speech ai, voice automation, dialogue design, product management false full 9 fcb49f35-9e86-4a8a-b7ad-534a63f667ab From Reports to Responses: AI in Pharma Marketing In this episode of The Dialogue Architects, host Lauren Goerz sits down with Eugenia Zeibig, Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer, to explore how AI is reshaping decision-making in pharma marketing.

The conversation focuses on what it takes to bring AI into the daily workflow of pharma marketers — combining visual insights with natural-language dialogue to move from weeks of stitched-together analysis to faster, more informed strategic decisions.

Lauren and Eugenia discuss the challenge of designing AI systems that marketers can actually trust, why quality matters more than quantity when delivering recommendations, and how AI behavior needs to adapt across different therapeutic categories in pharma.

The episode also explores:

  • Balancing "push" insights with "pull" conversational querying
  • Teaching AI to "speak marketing"
  • The difference between high-impact strategic decisions and rapid campaign optimization loops
  • Measuring AI adoption inside a marketing organization
  • The future of orchestration across copilots, foundation models, and enterprise AI tools

A practical conversation for enterprise AI leaders, marketers, product teams, and conversational AI practitioners interested in how natural language interfaces are reshaping data analysis and strategic decision-making in regulated industries.

Views shared by Eugenia Zeibig are her own and do not reflect Pfizer corporate guidance.

Guest Bio

Eugenia Zeibig is the Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer. With nearly two decades of experience connecting analytics to commercial outcomes across healthcare and retail, Eugenia leads initiatives focused on building AI-forward, data-driven solutions that empower enterprise marketing teams with conversational AI, strategic insights, and faster decision-making workflows.

Key Topics Discussed

  • Approaching AI design for pharma marketing teams
  • Why analysis speed matters in pharma marketing
  • Combining visual insights with natural-language dialogue
  • Designing AI systems marketers can trust
  • Why "quality over quantity" matters in AI recommendations
  • Why AI behavior differs across therapeutic categories
  • Strategic decision loops vs rapid campaign optimization
  • How to measure AI adoption inside a marketing organization
  • Empowering marketers through conversational analytics
  • The future of orchestration across enterprise AI systems

Episode Timestamps

(00:00) Welcome and guest introduction 
(01:01) Eugenia Zeibig's role at Pfizer 
(02:50) Understanding pharma marketing audiences 
(04:55) The marketer workflow before AI 
(08:00) Designing AI for pharma marketers 
(10:24) Balancing push and pull interactions 
(13:07) Building trust through quality 
(15:23) Big-loop vs small-loop decision-making 
(18:46) Scaling AI across brands and therapeutic areas 
(22:59) Measuring adoption inside a marketing organization 
(27:07) Natural-language dialogue for marketers 
(29:24) Empowering marketers and data science teams 
(31:22) The future of AI tools and orchestration 
(33:51) Closing thoughts and farewell

Links & Resources

  • Eugenia Zeibig — LinkedIn
  • Lauren Goerz — LinkedIn
  • Learn more about trustworthy conversational AI at Rasa: rasa.com

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Thu, 14 May 2026 19:00:00 +0000 meredith@caspianstudios.com (Eugenia Zeibig, Rasa, Lauren Goerz, Caspian Studios, Seannon Gonzalez) https://the-dialogue-architects.simplecast.com/episodes/from-reports-to-responses-ai-in-pharma-marketing-mgMciVR2 In this episode of The Dialogue Architects, host Lauren Goerz sits down with Eugenia Zeibig, Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer, to explore how AI is reshaping decision-making in pharma marketing.

The conversation focuses on what it takes to bring AI into the daily workflow of pharma marketers — combining visual insights with natural-language dialogue to move from weeks of stitched-together analysis to faster, more informed strategic decisions.

Lauren and Eugenia discuss the challenge of designing AI systems that marketers can actually trust, why quality matters more than quantity when delivering recommendations, and how AI behavior needs to adapt across different therapeutic categories in pharma.

The episode also explores:

  • Balancing "push" insights with "pull" conversational querying
  • Teaching AI to "speak marketing"
  • The difference between high-impact strategic decisions and rapid campaign optimization loops
  • Measuring AI adoption inside a marketing organization
  • The future of orchestration across copilots, foundation models, and enterprise AI tools

A practical conversation for enterprise AI leaders, marketers, product teams, and conversational AI practitioners interested in how natural language interfaces are reshaping data analysis and strategic decision-making in regulated industries.

Views shared by Eugenia Zeibig are her own and do not reflect Pfizer corporate guidance.

Guest Bio

Eugenia Zeibig is the Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer. With nearly two decades of experience connecting analytics to commercial outcomes across healthcare and retail, Eugenia leads initiatives focused on building AI-forward, data-driven solutions that empower enterprise marketing teams with conversational AI, strategic insights, and faster decision-making workflows.

Key Topics Discussed

  • Approaching AI design for pharma marketing teams
  • Why analysis speed matters in pharma marketing
  • Combining visual insights with natural-language dialogue
  • Designing AI systems marketers can trust
  • Why "quality over quantity" matters in AI recommendations
  • Why AI behavior differs across therapeutic categories
  • Strategic decision loops vs rapid campaign optimization
  • How to measure AI adoption inside a marketing organization
  • Empowering marketers through conversational analytics
  • The future of orchestration across enterprise AI systems

Episode Timestamps

(00:00) Welcome and guest introduction 
(01:01) Eugenia Zeibig's role at Pfizer 
(02:50) Understanding pharma marketing audiences 
(04:55) The marketer workflow before AI 
(08:00) Designing AI for pharma marketers 
(10:24) Balancing push and pull interactions 
(13:07) Building trust through quality 
(15:23) Big-loop vs small-loop decision-making 
(18:46) Scaling AI across brands and therapeutic areas 
(22:59) Measuring adoption inside a marketing organization 
(27:07) Natural-language dialogue for marketers 
(29:24) Empowering marketers and data science teams 
(31:22) The future of AI tools and orchestration 
(33:51) Closing thoughts and farewell

Links & Resources

  • Eugenia Zeibig — LinkedIn
  • Lauren Goerz — LinkedIn
  • Learn more about trustworthy conversational AI at Rasa: rasa.com

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> From Reports to Responses: AI in Pharma Marketing Eugenia Zeibig, Rasa, Lauren Goerz, Caspian Studios, Seannon Gonzalez 00:34:36 Enterprise AI isn't just about automation — it's about helping people make better decisions, faster. In this episode of The Dialogue Architects, host Lauren Goerz, Staff Product Marketing Manager at Rasa, welcomes Eugenia Zeibig, Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer, for a discussion on designing AI-powered decision systems for enterprise pharma marketing teams. Enterprise AI isn't just about automation — it's about helping people make better decisions, faster. In this episode of The Dialogue Architects, host Lauren Goerz, Staff Product Marketing Manager at Rasa, welcomes Eugenia Zeibig, Strategy & Innovation Lead — Marketing AI & Commercial Analytics at Pfizer, for a discussion on designing AI-powered decision systems for enterprise pharma marketing teams. rasa podcast, enterprise orchestration, marketing intelligence, healthcare marketing, data-driven marketing, ai copilots, natural language interfaces, ai decision-making, healthcare ai, marketing strategy, dialogue systems, marketing analytics, enterprise ai, conversational ai, ai adoption, pharma marketing false full 8 d671db99-4f69-45c1-b6c6-4644d366b17d The Infrastructure of Trust: Spirit Airlines’ AI Journey with CIO Sapana Patel On this episode of The Dialogue Architects, host Lauren Goerz speaks with Sapana Patel, Chief Information Officer at Spirit Airlines, about designing, scaling, and governing human‑machine conversations with strong data foundations.

Patel shares how her approach to technology leadership is driven by curiosity, creativity, and team reliability, likening technologists to artists shaping experiences through thoughtful design. She breaks down Spirit’s four AI layers—from enabling developers with Copilot and embedding AI helpers, to building in‑house conversational agents and predictive analytics—all with human verification at the core.

The conversation also explores how Spirit serves anonymous airline customers while keeping experiences secure, how metrics like solution ratio, revenue impact, uptime, stability, and security define success, and how her team uses an event‑driven services platform to deliver consistent data across customer touchpoints.

Patel closes with leadership insights on how to balance innovation with operational excellence, build trust across technical and business teams, and lead people through change in a fast‑evolving AI landscape.

In this episode, you’ll learn:

  • How Spirit Airlines builds reliable data foundations and event‑based common services for conversational AI at scale.
  • The four layers of AI adoption guiding developer enablement, agent design, and analytics.
  • How to design conversations for anonymous, transient airline customers while maintaining trust.
  • Which metrics Spirit uses to measure conversational ROI and ongoing platform stability.
  • What leadership principles drive stable, secure, and human‑centered innovation.

Timestamps

00:00  Welcome and Guest Intro
00:58  Career Arc and Innovation
03:24  Four Layers of AI
08:53  AI ROI and Adoption
11:54  Anonymous Customers Challenge
13:39  Measuring Conversational Success
17:02  A/B Testing and Personalization
20:01  Conversation Insights and Payments
21:45  Common Services Platform
25:31  Leading Teams Through Change
29:03  Security and Infrastructure Priorities
30:11  Closing Thoughts and Thanks

Guest Bio

Sapana Patel has served as Vice President and Chief Information Officer at Spirit Airlines since January 2026. She previously held the role of Senior Vice President, Solutions Architecture, where she led technology teams in close partnership with the business to transform Spirit’s technology stack.

Since joining Spirit in 2012, Patel has held several transformational leadership roles, including Senior Director of Solutions Delivery. Prior to Spirit, she held technology leadership positions at the University of Miami, Interval International, and Cargill, spanning more than 20 years. Patel began her aviation career with Northwest Airlines and holds a Bachelor’s degree in Aerospace Engineering and a Master’s degree in Aviation from Embry‑Riddle Aeronautical University.

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together product leaders, designers, and engineers to unpack how dialogue is built, scaled, and governed in real‑world systems.

Links & Resources


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Wed, 22 Apr 2026 09:00:00 +0000 meredith@caspianstudios.com (Sapana Patel, Spirit Airlines, Lauren Goerz, Seannon Gonzalez, Rasa, Caspian Studios) https://the-dialogue-architects.simplecast.com/episodes/the-infrastructure-of-trust-spirit-airlines-ai-journey-with-cio-sapana-patel-NjZrdOM6 On this episode of The Dialogue Architects, host Lauren Goerz speaks with Sapana Patel, Chief Information Officer at Spirit Airlines, about designing, scaling, and governing human‑machine conversations with strong data foundations.

Patel shares how her approach to technology leadership is driven by curiosity, creativity, and team reliability, likening technologists to artists shaping experiences through thoughtful design. She breaks down Spirit’s four AI layers—from enabling developers with Copilot and embedding AI helpers, to building in‑house conversational agents and predictive analytics—all with human verification at the core.

The conversation also explores how Spirit serves anonymous airline customers while keeping experiences secure, how metrics like solution ratio, revenue impact, uptime, stability, and security define success, and how her team uses an event‑driven services platform to deliver consistent data across customer touchpoints.

Patel closes with leadership insights on how to balance innovation with operational excellence, build trust across technical and business teams, and lead people through change in a fast‑evolving AI landscape.

In this episode, you’ll learn:

  • How Spirit Airlines builds reliable data foundations and event‑based common services for conversational AI at scale.
  • The four layers of AI adoption guiding developer enablement, agent design, and analytics.
  • How to design conversations for anonymous, transient airline customers while maintaining trust.
  • Which metrics Spirit uses to measure conversational ROI and ongoing platform stability.
  • What leadership principles drive stable, secure, and human‑centered innovation.

Timestamps

00:00  Welcome and Guest Intro
00:58  Career Arc and Innovation
03:24  Four Layers of AI
08:53  AI ROI and Adoption
11:54  Anonymous Customers Challenge
13:39  Measuring Conversational Success
17:02  A/B Testing and Personalization
20:01  Conversation Insights and Payments
21:45  Common Services Platform
25:31  Leading Teams Through Change
29:03  Security and Infrastructure Priorities
30:11  Closing Thoughts and Thanks

Guest Bio

Sapana Patel has served as Vice President and Chief Information Officer at Spirit Airlines since January 2026. She previously held the role of Senior Vice President, Solutions Architecture, where she led technology teams in close partnership with the business to transform Spirit’s technology stack.

Since joining Spirit in 2012, Patel has held several transformational leadership roles, including Senior Director of Solutions Delivery. Prior to Spirit, she held technology leadership positions at the University of Miami, Interval International, and Cargill, spanning more than 20 years. Patel began her aviation career with Northwest Airlines and holds a Bachelor’s degree in Aerospace Engineering and a Master’s degree in Aviation from Embry‑Riddle Aeronautical University.

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together product leaders, designers, and engineers to unpack how dialogue is built, scaled, and governed in real‑world systems.

Links & Resources


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> The Infrastructure of Trust: Spirit Airlines’ AI Journey with CIO Sapana Patel Sapana Patel, Spirit Airlines, Lauren Goerz, Seannon Gonzalez, Rasa, Caspian Studios 00:30:49 Spirit Airlines CIO Sapana Patel joins host Lauren Goerz to discuss how data, infrastructure, and leadership combine to make AI‑powered customer and employee experiences take flight—from foundational architecture to next‑generation conversational design. Spirit Airlines CIO Sapana Patel joins host Lauren Goerz to discuss how data, infrastructure, and leadership combine to make AI‑powered customer and employee experiences take flight—from foundational architecture to next‑generation conversational design. interview, ai in airlines, technology, predictive analytics in airlines, voice assistants in airlines, building conversational platforms, rasa, lauren goerz, spirit airlines cio, sapana patel interview, travel industry, human‑machine collaboration, podcast, common services and event bus, ai, ai governance and leadership, digital transformation, tech, airline, chatbots for airline customer service, travel, aviation technology leadership, conversational ai in aviation, airline infrastructure and security false full 7 96b92af2-0b32-4c23-8698-29e818a03a7e REPLAY: Linguistic Exploration & The Future of Conversational AI with Alan Nichol Thu, 9 Apr 2026 00:24:17 +0000 meredith@caspianstudios.com (Seannon Gonzalez, Lauren Goerz, Alan Nichol) https://the-dialogue-architects.simplecast.com/episodes/replay-linguistic-exploration-the-future-of-conversational-ai-with-alan-nichol-8DY_eFSr REPLAY: Linguistic Exploration & The Future of Conversational AI with Alan Nichol Seannon Gonzalez, Lauren Goerz, Alan Nichol 00:42:26 This episode is a REPLAY of episode 1 featuring Rasa Founder Alan Nichol. Enjoy! We'll be back next week with new content. This episode is a REPLAY of episode 1 featuring Rasa Founder Alan Nichol. Enjoy! We'll be back next week with new content. language models, llm, technology, bots, rasa, podcast, ai, builds, tech, chat, software, coding false bonus ce48eadd-e894-4699-aaaa-cc4dcf0001dd Measuring Conversational Quality: Sentiment, LTV, and the Future of Customer Support with Etie Hertz Customer conversations hold an enormous amount of signal—but most enterprises aren’t measuring that signal with the depth or nuance it deserves.

In this episode of The Dialogue Architects, Lauren Goerz sits down with Etie Hertz, GM of Conversation Intelligence at ContentSquare, to explore how the acquisition of Loris is bringing together digital experience analytics and next‑generation conversational intelligence to transform customer support, retention, and lifetime value (LTV).

Etie shares how Loris evolved from a real‑time agent assist tool into a full conversational quality and insights platform used by both CX leaders and AI teams. He explains why traditional CSAT is insufficient—low-response, biased, and missing data—and how more sophisticated scoring systems can capture the full emotional arc of a conversation.

Lauren and Etie dive into Loris’s granular sentiment scale (-2 to +2) and their Conversational Quality (CQ) metric, which evaluates tone, empathy, friction, contact drivers, escalation patterns, and even churn prediction. They discuss what makes conversations work—mirroring tone, acknowledging emotion, reducing repetition—and where they fail.

The conversation also explores:
• Voice vs. digital trends in support
• Personalization through behavioral + conversation data
• The role of cultural nuance in AI and human responses
• Where friction hides in refunds and policy conversations
• How widespread AI agents may reshape human interaction

A practical, insightful episode for anyone building or governing conversational systems in CX, operations, or AI.


About the Guest: Etie Hertz

Etie Hertz is the GM of Conversation Intelligence at ContentSquare, where he leads the integration of Loris’s conversational insights platform with ContentSquare’s global digital experience analytics. With a background spanning product strategy, AI‑driven optimization, and enterprise CX, Etie focuses on extracting actionable signal from conversations—helping organizations understand sentiment, reduce friction, and directly impact customer lifetime value (LTV). His work sits at the intersection of behavioral analytics, conversational design, and responsible AI.


Episode Timestamps 

(00:00) Meet Etie Hertz
(01:05) What ContentSquare Does
(02:26) Why Loris Was Built
(03:23) From Agent Assist to Insights Platform
(03:56) Customer Lifetime Value (LTV) Explained
(04:54) Measuring Conversation Quality
(07:49) Sentiment Scoring and CQ Metric
(09:41) Beyond CSAT: Why It Falls Short
(10:50) Root Causes, Attribution & Privacy
(13:13) Human Empathy Lessons from Data
(15:14) Humans vs. Bots: Tone Matters
(20:22) Teaching Empathy Techniques
(21:33) Refund Friction & Sensitive Scenarios
(22:15) When Chats Go Wrong
(24:14) Fixing Repeat Requests
(25:16) Voice vs. Digital Channel Shifts
(27:15) AI Agents Calling Support Centers
(27:48) Personalization Through Support Data
(30:05) Behavioral Signals Explained
(32:05) Conversational Commerce & Search
(34:31) Optimizing Customer Journeys
(35:45) Cultural & Linguistic Nuance
(37:51) What Conversations Reveal About Brands
(39:51) Closing Thanks


Links & Resources

  • Etie Hertz – LinkedIn
  • Lauren Goerz - LinkedIn
  • ContentSquare
  • Loris AI (now part of ContentSquare) Conversation / sentiment + support performance
  • Contentsquare's 2026 Digital Experience Benchmark
  • 57% of customer inquiries are resolved when humans and AI work together, vs. 29% with bot-only support
  • Despite many conversations starting negatively, especially in email (64%), interactions that successfully improve sentiment resolve more than twice as often (67% vs. 28%), highlighting the opportunity to actively turn experiences around. AI + shopping behavior / consumer adoption
  • Contentsquare's 2026 Digital Experience Benchmark
  • Contentsquare's Consumer Survey
  • Learn more about enterprise‑grade conversational AI at Rasa: rasa.com


About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together product leaders, designers, and engineers to unpack how dialogue is built, scaled, and governed in real‑world systems.

 


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Wed, 25 Mar 2026 13:00:00 +0000 meredith@caspianstudios.com (Etie Hertz, Lauren Goerz, Seannon Gonzalez, Caspian Studios) https://the-dialogue-architects.simplecast.com/episodes/measuring-conversational-quality-sentiment-ltv-and-the-future-of-customer-support-with-etie-hertz-Bsmhr0H0 Customer conversations hold an enormous amount of signal—but most enterprises aren’t measuring that signal with the depth or nuance it deserves.

In this episode of The Dialogue Architects, Lauren Goerz sits down with Etie Hertz, GM of Conversation Intelligence at ContentSquare, to explore how the acquisition of Loris is bringing together digital experience analytics and next‑generation conversational intelligence to transform customer support, retention, and lifetime value (LTV).

Etie shares how Loris evolved from a real‑time agent assist tool into a full conversational quality and insights platform used by both CX leaders and AI teams. He explains why traditional CSAT is insufficient—low-response, biased, and missing data—and how more sophisticated scoring systems can capture the full emotional arc of a conversation.

Lauren and Etie dive into Loris’s granular sentiment scale (-2 to +2) and their Conversational Quality (CQ) metric, which evaluates tone, empathy, friction, contact drivers, escalation patterns, and even churn prediction. They discuss what makes conversations work—mirroring tone, acknowledging emotion, reducing repetition—and where they fail.

The conversation also explores:
• Voice vs. digital trends in support
• Personalization through behavioral + conversation data
• The role of cultural nuance in AI and human responses
• Where friction hides in refunds and policy conversations
• How widespread AI agents may reshape human interaction

A practical, insightful episode for anyone building or governing conversational systems in CX, operations, or AI.


About the Guest: Etie Hertz

Etie Hertz is the GM of Conversation Intelligence at ContentSquare, where he leads the integration of Loris’s conversational insights platform with ContentSquare’s global digital experience analytics. With a background spanning product strategy, AI‑driven optimization, and enterprise CX, Etie focuses on extracting actionable signal from conversations—helping organizations understand sentiment, reduce friction, and directly impact customer lifetime value (LTV). His work sits at the intersection of behavioral analytics, conversational design, and responsible AI.


Episode Timestamps 

(00:00) Meet Etie Hertz
(01:05) What ContentSquare Does
(02:26) Why Loris Was Built
(03:23) From Agent Assist to Insights Platform
(03:56) Customer Lifetime Value (LTV) Explained
(04:54) Measuring Conversation Quality
(07:49) Sentiment Scoring and CQ Metric
(09:41) Beyond CSAT: Why It Falls Short
(10:50) Root Causes, Attribution & Privacy
(13:13) Human Empathy Lessons from Data
(15:14) Humans vs. Bots: Tone Matters
(20:22) Teaching Empathy Techniques
(21:33) Refund Friction & Sensitive Scenarios
(22:15) When Chats Go Wrong
(24:14) Fixing Repeat Requests
(25:16) Voice vs. Digital Channel Shifts
(27:15) AI Agents Calling Support Centers
(27:48) Personalization Through Support Data
(30:05) Behavioral Signals Explained
(32:05) Conversational Commerce & Search
(34:31) Optimizing Customer Journeys
(35:45) Cultural & Linguistic Nuance
(37:51) What Conversations Reveal About Brands
(39:51) Closing Thanks


Links & Resources

  • Etie Hertz – LinkedIn
  • Lauren Goerz - LinkedIn
  • ContentSquare
  • Loris AI (now part of ContentSquare) Conversation / sentiment + support performance
  • Contentsquare's 2026 Digital Experience Benchmark
  • 57% of customer inquiries are resolved when humans and AI work together, vs. 29% with bot-only support
  • Despite many conversations starting negatively, especially in email (64%), interactions that successfully improve sentiment resolve more than twice as often (67% vs. 28%), highlighting the opportunity to actively turn experiences around. AI + shopping behavior / consumer adoption
  • Contentsquare's 2026 Digital Experience Benchmark
  • Contentsquare's Consumer Survey
  • Learn more about enterprise‑grade conversational AI at Rasa: rasa.com


About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together product leaders, designers, and engineers to unpack how dialogue is built, scaled, and governed in real‑world systems.

 


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Measuring Conversational Quality: Sentiment, LTV, and the Future of Customer Support with Etie Hertz Etie Hertz, Lauren Goerz, Seannon Gonzalez, Caspian Studios 00:40:31 Customer conversations hold an enormous amount of signal—but most enterprises aren’t measuring that signal with the depth or nuance it deserves. In this episode of The Dialogue Architects, Lauren Goerz talks with Etie Hertz, GM of Conversation Intelligence at ContentSquare, about how conversation quality—sentiment, friction, and tone—directly impacts customer lifetime value. Etie breaks down why CSAT fails, how granular sentiment scoring works, and what the future of support looks like when behavioral analytics meets conversational intelligence. Customer conversations hold an enormous amount of signal—but most enterprises aren’t measuring that signal with the depth or nuance it deserves. In this episode of The Dialogue Architects, Lauren Goerz talks with Etie Hertz, GM of Conversation Intelligence at ContentSquare, about how conversation quality—sentiment, friction, and tone—directly impacts customer lifetime value. Etie breaks down why CSAT fails, how granular sentiment scoring works, and what the future of support looks like when behavioral analytics meets conversational intelligence. conversation insights, conversational commerce, experience optimization, customer lifetime value, voice vs digital support, conversational quality metric, tone mirroring, support performance, cx insights, conversational data, contentsquare, enterprise support tools, contact drivers, customer journeys, ai agents, loris ai, ai in customer support, support personalization, sentiment scoring, sentiment analysis, churn prediction, customer support analytics, conversation quality, friction detection, etie hertz, ltv, empathy in support, enterprise ai, cq score, support channel trends, conversational intelligence, customer retention, support operations, behavioral analytics, digital experience analytics, cx leadership, support automation, csat alternatives, conversational design false full 6 01a4688e-fe15-4019-af3e-28d981e18b7c Agents That Scale: Nick Thomson of Got Bot In this episode of The Dialogue Architects, Lauren Goerz sits down with Nick Thomson, General Manager at Got Bot in Cape Town, to unpack the realities of building and scaling high‑volume bots for commerce, support, and automation—especially in markets where WhatsApp is the primary customer channel.

Nick shares his journey from account management into NLP, APIs, JavaScript, and ultimately Python/Rasa, where hands‑on experimentation taught him how dialogue systems actually behave in production. Today, he leads teams that must balance generative‑AI client expectations with the real engineering work: reliable integrations, multi‑step workflows, rigid flows, regex‑based routing, fraud checks, and failover plans when client APIs or websites buckle under load.

Lauren and Nick dive into the architecture tradeoffs behind enterprise automation—fast vs. cheap vs. complex—how to design workflows that survive message‑volume spikes, and why diagramming in tools like Excalidraw or Miro remains the only reliable single source of truth across internal and client teams.

They also explore multi‑bot orchestration, agent‑to‑agent handoffs, the challenges of WhatsApp/Meta governance and bans, and Nick’s prediction that by 2026, companies will lose patience with autonomous agent failures and demand measurable ROI, stronger security, and far more system discipline.

A grounded, practical episode for anyone designing or governing real‑world conversational systems at scale.

About the Guest

Nick Thomson is the General Manager of Got Bot, a leading conversational AI and messaging automation company in Cape Town. With a background spanning account management, NLP, API integrations, and hands‑on Rasa development, Nick specializes in designing and scaling enterprise WhatsApp bots in one of the world’s highest‑volume messaging markets. At Got Bot, he oversees teams responsible for automation in retail, logistics, and commerce, balancing GenAI innovation with reliable workflow‑driven design. He is known for his practical approach to architecture, diagram‑driven collaboration, and governing multi‑bot ecosystems across brands and departments.

Episode Timestamps

(00:00) Welcome and guest intro
(01:08) Nick’s origin story
(05:32) Role today and GenAI reality check
(06:59) WhatsApp commerce and scaling
(10:31) Project priorities and workflow design
(13:49) Diagramming with Excalidraw and Miro
(18:14) MCP and agent orchestration
(25:21) Customer war stories and ops challenges
(29:42) Metrics, feedback, and containment
(31:24) 2026 predictions and wrap‑up

Links & Resources

• Nick Thomson – LinkedIn
• Lauren Goerz - LinkedIn
• Got Bot
• Learn more about designing trustworthy AI at Rasa: rasa.com

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real‑world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Tue, 10 Mar 2026 09:00:00 +0000 meredith@caspianstudios.com (Rasa, Seannon Gonzalez, Caspian Studios, Nick thompson, Lauren Goerz) https://the-dialogue-architects.simplecast.com/episodes/bots-that-scale-nick-thompson-of-got-bot-Jn1Pjakb In this episode of The Dialogue Architects, Lauren Goerz sits down with Nick Thomson, General Manager at Got Bot in Cape Town, to unpack the realities of building and scaling high‑volume bots for commerce, support, and automation—especially in markets where WhatsApp is the primary customer channel.

Nick shares his journey from account management into NLP, APIs, JavaScript, and ultimately Python/Rasa, where hands‑on experimentation taught him how dialogue systems actually behave in production. Today, he leads teams that must balance generative‑AI client expectations with the real engineering work: reliable integrations, multi‑step workflows, rigid flows, regex‑based routing, fraud checks, and failover plans when client APIs or websites buckle under load.

Lauren and Nick dive into the architecture tradeoffs behind enterprise automation—fast vs. cheap vs. complex—how to design workflows that survive message‑volume spikes, and why diagramming in tools like Excalidraw or Miro remains the only reliable single source of truth across internal and client teams.

They also explore multi‑bot orchestration, agent‑to‑agent handoffs, the challenges of WhatsApp/Meta governance and bans, and Nick’s prediction that by 2026, companies will lose patience with autonomous agent failures and demand measurable ROI, stronger security, and far more system discipline.

A grounded, practical episode for anyone designing or governing real‑world conversational systems at scale.

About the Guest

Nick Thomson is the General Manager of Got Bot, a leading conversational AI and messaging automation company in Cape Town. With a background spanning account management, NLP, API integrations, and hands‑on Rasa development, Nick specializes in designing and scaling enterprise WhatsApp bots in one of the world’s highest‑volume messaging markets. At Got Bot, he oversees teams responsible for automation in retail, logistics, and commerce, balancing GenAI innovation with reliable workflow‑driven design. He is known for his practical approach to architecture, diagram‑driven collaboration, and governing multi‑bot ecosystems across brands and departments.

Episode Timestamps

(00:00) Welcome and guest intro
(01:08) Nick’s origin story
(05:32) Role today and GenAI reality check
(06:59) WhatsApp commerce and scaling
(10:31) Project priorities and workflow design
(13:49) Diagramming with Excalidraw and Miro
(18:14) MCP and agent orchestration
(25:21) Customer war stories and ops challenges
(29:42) Metrics, feedback, and containment
(31:24) 2026 predictions and wrap‑up

Links & Resources

• Nick Thomson – LinkedIn
• Lauren Goerz - LinkedIn
• Got Bot
• Learn more about designing trustworthy AI at Rasa: rasa.com

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real‑world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Agents That Scale: Nick Thomson of Got Bot Rasa, Seannon Gonzalez, Caspian Studios, Nick thompson, Lauren Goerz 00:33:56 Behind every successful enterprise WhatsApp bot is a lot of unglamorous, practical design work. In this episode of The Dialogue Architects, host Lauren Goerz talks with Nick Thomson, General Manager of Got Bot, about what it really takes to design and scale WhatsApp bots that handle real‑world volume, complexity, and operational risk—far beyond the GenAI hype cycle. Behind every successful enterprise WhatsApp bot is a lot of unglamorous, practical design work. In this episode of The Dialogue Architects, host Lauren Goerz talks with Nick Thomson, General Manager of Got Bot, about what it really takes to design and scale WhatsApp bots that handle real‑world volume, complexity, and operational risk—far beyond the GenAI hype cycle. rasa podcast, nick, bot, podcast, ai, scale, chatbot, tech, aibot false full 5 f4b55967-0b90-464b-af1b-e2aed4754c30 Designing Better AI with a Playwright’s Eye: Smart Search, Raters & Guardrails (Soo‑Jin Lee) What can a playwright teach us about designing generative AI? In this episode of The Dialogue Architects, host Lauren Goerz welcomes conversation designer and playwright Soo‑Jin Lee for an in‑depth look at the creative and technical practices that shape AI behavior.

Soo‑Jin traces her journey from public‑school teaching and playwriting to building conversational search experiences powered by language models. She explains how modern conversation design goes far beyond scripting dialogue—instead involving system‑prompt design, content guardrails, metadata strategy, and rigorous human evaluation to ensure responses are accurate, safe, and aligned with brand values.

Using “smart search” as a real product example, Soo‑Jin breaks down how metadata underpins natural‑language queries and how short generated confirmation blurbs help users validate intent. She also demystifies the world of human raters, sharing what it takes to calibrate feedback, avoid bias, and make ethical decisions around inappropriate or sensitive content.

The conversation highlights the importance of collaboration between designers and engineers, and why hybrid creative‑technical thinkers are becoming essential in the GenAI era. Soo‑Jin closes by exploring the challenge of teaching AI humor—and her interest in designing bots that bring wholesome joy to user interactions.

This episode offers actionable insights for designers, engineers, and product leaders building trustworthy, user‑aligned generative AI systems.

Episode Timestamps

(00:00) Welcome and guest introduction
(00:47) Origin story: playwriting to AI
(03:29) Teaching models like students
(05:18) GenAI workflows and guardrails
(09:07) Smart search interfaces explained
(12:38) Personalization and metadata
(15:47) Human raters and calibration
(18:24) Ethics and brand‑safety decisions
(20:01) Feedback loops and RAG workflow
(21:25) Designers and engineers working together
(23:27) What humans create that AI can’t
(24:42) Future directions: humor in bots
(26:54) Wrap‑up and thanks

Links & Resources

  • Soo‑Jin Lee – LinkedIn
  • Lauren Goerz - LinkedIn
  • Learn more about trustworthy conversational AI at rasa.com

Bio: Soo‑Jin Lee

Soo‑Jin Lee is a New York–based playwright and conversation designer whose work blends creative storytelling with practical AI design. Before entering the world of conversational AI, she spent years as a public‑school teacher and playwright—experiences that sharpened her understanding of dialogue, audience intention, and the nuances of human communication. Today, Soo‑Jin works across generative search and language‑model‑driven experiences, where she develops system prompts, designs content guardrails, and leads human‑evaluation workflows to ensure accuracy, safety, and clarity. Her multidisciplinary background allows her to approach AI design with both imagination and rigor, making her a distinctive voice in the evolution of generative AI and conversational UX.

About The Dialogue Architects

The Dialogue Architects

 is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real‑world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Wed, 25 Feb 2026 10:00:00 +0000 meredith@caspianstudios.com (RASA, Lauren Goerz, Caspian Studios, Soo-Jin Lee) https://the-dialogue-architects.simplecast.com/episodes/designing-better-ai-with-a-playwrights-eye-smart-search-raters-guardrails-soojin-lee-AUo0uGLq What can a playwright teach us about designing generative AI? In this episode of The Dialogue Architects, host Lauren Goerz welcomes conversation designer and playwright Soo‑Jin Lee for an in‑depth look at the creative and technical practices that shape AI behavior.

Soo‑Jin traces her journey from public‑school teaching and playwriting to building conversational search experiences powered by language models. She explains how modern conversation design goes far beyond scripting dialogue—instead involving system‑prompt design, content guardrails, metadata strategy, and rigorous human evaluation to ensure responses are accurate, safe, and aligned with brand values.

Using “smart search” as a real product example, Soo‑Jin breaks down how metadata underpins natural‑language queries and how short generated confirmation blurbs help users validate intent. She also demystifies the world of human raters, sharing what it takes to calibrate feedback, avoid bias, and make ethical decisions around inappropriate or sensitive content.

The conversation highlights the importance of collaboration between designers and engineers, and why hybrid creative‑technical thinkers are becoming essential in the GenAI era. Soo‑Jin closes by exploring the challenge of teaching AI humor—and her interest in designing bots that bring wholesome joy to user interactions.

This episode offers actionable insights for designers, engineers, and product leaders building trustworthy, user‑aligned generative AI systems.

Episode Timestamps

(00:00) Welcome and guest introduction
(00:47) Origin story: playwriting to AI
(03:29) Teaching models like students
(05:18) GenAI workflows and guardrails
(09:07) Smart search interfaces explained
(12:38) Personalization and metadata
(15:47) Human raters and calibration
(18:24) Ethics and brand‑safety decisions
(20:01) Feedback loops and RAG workflow
(21:25) Designers and engineers working together
(23:27) What humans create that AI can’t
(24:42) Future directions: humor in bots
(26:54) Wrap‑up and thanks

Links & Resources

  • Soo‑Jin Lee – LinkedIn
  • Lauren Goerz - LinkedIn
  • Learn more about trustworthy conversational AI at rasa.com

Bio: Soo‑Jin Lee

Soo‑Jin Lee is a New York–based playwright and conversation designer whose work blends creative storytelling with practical AI design. Before entering the world of conversational AI, she spent years as a public‑school teacher and playwright—experiences that sharpened her understanding of dialogue, audience intention, and the nuances of human communication. Today, Soo‑Jin works across generative search and language‑model‑driven experiences, where she develops system prompts, designs content guardrails, and leads human‑evaluation workflows to ensure accuracy, safety, and clarity. Her multidisciplinary background allows her to approach AI design with both imagination and rigor, making her a distinctive voice in the evolution of generative AI and conversational UX.

About The Dialogue Architects

The Dialogue Architects

 is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real‑world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Designing Better AI with a Playwright’s Eye: Smart Search, Raters & Guardrails (Soo‑Jin Lee) RASA, Lauren Goerz, Caspian Studios, Soo-Jin Lee 00:27:23 In this episode of The Dialogue Architects, host Lauren Goerz, Staff Product Marketing Manager at Rasa, sits down with Soo‑Jin Lee—a New York–based playwright and conversation designer—to explore how creative storytelling, metadata, and human evaluation shape modern generative AI systems. Soo‑Jin shares her path from theater to tech and breaks down how designers guide model behavior through prompts, guardrails, and structured evaluation. This conversation is essential for anyone building user‑centered AI experiences. In this episode of The Dialogue Architects, host Lauren Goerz, Staff Product Marketing Manager at Rasa, sits down with Soo‑Jin Lee—a New York–based playwright and conversation designer—to explore how creative storytelling, metadata, and human evaluation shape modern generative AI systems. Soo‑Jin shares her path from theater to tech and breaks down how designers guide model behavior through prompts, guardrails, and structured evaluation. This conversation is essential for anyone building user‑centered AI experiences. netflix, llm, bots, google, rasa, streaming, writing, new vs old, teaching, ai, search, voice assistance, history, branching, conversation false full 4 29332d69-3a5c-4013-a693-c0a10b9e004e How to Build Voice AI People Trust with Ludwig Sickert Episode Description

Trust isn’t something you add to voice AI at the end—it has to be designed in from the start.

In this episode of The Dialogue Architects, Lauren Goerz, Staff Product Marketing Manager at Rasa, sits down with Ludwig Sickert to explore how high-trust voice AI systems are built in real enterprise environments. Drawing on his journey from IBM Watson AI to co-founding Logen.AI, Ludwig shares how conversational systems have evolved from simple FAQ bots into deeply integrated, production-grade voice agents.

The conversation examines why trust is especially fragile in voice interfaces and what teams must do to preserve it. Lauren and Ludwig discuss the importance of integrating voice agents with core IT systems, defining a consistent brand voice, and validating AI outputs to ensure reliability at scale. They also break down common implementation challenges—from handling complex business processes to balancing flexibility with governance.

Looking ahead, Ludwig shares his perspective on the future of voice AI, including emerging opportunities around memory and continuity across conversations, and what those capabilities will require from a trust and design standpoint.

This episode is essential listening for product leaders, designers, and engineers building voice AI systems where accuracy, confidence, and user trust are non-negotiable.

 

 

Episode Timestamps

[00:00] Introduction and guest welcome
[00:43] Ludwig’s career journey
[02:01] Building high-trust voice agents
[04:01] Challenges and solutions in conversational AI
[07:06] Voice AI implementation strategies
[15:05] Ensuring high-trust AI systems
[18:43] Technical and business considerations
[26:51] The future of voice AI and memory
[30:12] Closing thoughts and farewell

 

 

Links & Resources

Ludwig Sickert – LinkedIn
Logen.AI
Learn more about trustworthy conversational AI at Rasa: rasa.com

 

 

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Tue, 10 Feb 2026 12:29:12 +0000 meredith@caspianstudios.com (Rasa) https://the-dialogue-architects.simplecast.com/episodes/how-to-build-voice-ai-people-trust-with-ludwig-sickert-zxyaiw-e-qRhycs5h Episode Description

Trust isn’t something you add to voice AI at the end—it has to be designed in from the start.

In this episode of The Dialogue Architects, Lauren Goerz, Staff Product Marketing Manager at Rasa, sits down with Ludwig Sickert to explore how high-trust voice AI systems are built in real enterprise environments. Drawing on his journey from IBM Watson AI to co-founding Logen.AI, Ludwig shares how conversational systems have evolved from simple FAQ bots into deeply integrated, production-grade voice agents.

The conversation examines why trust is especially fragile in voice interfaces and what teams must do to preserve it. Lauren and Ludwig discuss the importance of integrating voice agents with core IT systems, defining a consistent brand voice, and validating AI outputs to ensure reliability at scale. They also break down common implementation challenges—from handling complex business processes to balancing flexibility with governance.

Looking ahead, Ludwig shares his perspective on the future of voice AI, including emerging opportunities around memory and continuity across conversations, and what those capabilities will require from a trust and design standpoint.

This episode is essential listening for product leaders, designers, and engineers building voice AI systems where accuracy, confidence, and user trust are non-negotiable.

 

 

Episode Timestamps

[00:00] Introduction and guest welcome
[00:43] Ludwig’s career journey
[02:01] Building high-trust voice agents
[04:01] Challenges and solutions in conversational AI
[07:06] Voice AI implementation strategies
[15:05] Ensuring high-trust AI systems
[18:43] Technical and business considerations
[26:51] The future of voice AI and memory
[30:12] Closing thoughts and farewell

 

 

Links & Resources

Ludwig Sickert – LinkedIn
Logen.AI
Learn more about trustworthy conversational AI at Rasa: rasa.com

 

 

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa, hosted by Lauren Goerz, exploring the craft and strategy behind designing conversational AI in the enterprise. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> How to Build Voice AI People Trust with Ludwig Sickert Rasa 00:30:40 In this episode of The Dialogue Architects, host Lauren Goerz, Staff Product Marketing Manager at Rasa, welcomes Ludwig Sickert, Co-Founder and CTO of Logen.AI, for a practical discussion on what it takes to design, deploy, and scale voice AI systems that users actually trust. In this episode of The Dialogue Architects, host Lauren Goerz, Staff Product Marketing Manager at Rasa, welcomes Ludwig Sickert, Co-Founder and CTO of Logen.AI, for a practical discussion on what it takes to design, deploy, and scale voice AI systems that users actually trust. false full 3 e0577d28-51cb-4318-af6a-3c5bb9474a6d Designing Trust into Conversational AI: Lessons from the Field with Hans Joachim Belz Trust is not a feature—it’s an outcome of good design, clear intent, and disciplined execution.

In this episode of The Dialogue Architects, we sit down with Hans Joachim Belz to explore what it really takes to design conversational AI systems that users—and organizations—can trust.

Drawing on extensive experience across large enterprises including Deutsche Telekom, E.ON, and DHL, Belz shares lessons learned from building and advising conversational systems in complex, regulated environments.

The conversation covers the evolution of conversational design, the role of UX fundamentals in an LLM-driven world, and how teams can balance innovation with risk management. We discuss why disambiguation and clarifying questions remain essential, how trust differs across text and voice interfaces, and what designers should consider when working with multi-agent architectures.

Belz also reflects on what past technology revolutions can teach us about today’s AI moment—offering a grounded, experience-driven perspective for teams building conversational AI that must scale responsibly.

This episode is essential listening for UX designers, product leaders, and AI practitioners focused on creating conversational systems that are reliable, controllable, and human-centered.

 

 

Episode Timestamps:

[00:00] Introduction to The Dialogue Architects
[00:07] Meet Hans Joachim Belz: From UX Consultant to Conversational AI Engineer
[00:58] Foundations of Conversational Design
[03:21] The Importance of T-Shaped Skills in UX
[04:33] Challenges and Opportunities with Large Language Models
[06:04] Balancing Risk and Innovation in Conversational AI
[12:57] Disambiguation and the Role of Clarifying Questions
[31:00] Voice vs. Text: Designing for Different Modalities
[35:26] The Future of Multi-Agent Architectures
[37:43] Lessons from Past Technological Revolutions
[39:48] Closing Thoughts and Farewell

 

 

Links & Resources:

Hans Joachim Belz – LinkedIn
 

Learn more about trustworthy conversational AI at rasa.com

 

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa exploring the craft and strategy behind designing conversational AI enterprises. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Tue, 27 Jan 2026 17:40:34 +0000 meredith@caspianstudios.com (Hans Joachim Belz, Lauren Goerz, Rasa, Caspian Studios) https://the-dialogue-architects.simplecast.com/episodes/designing-trust-into-conversational-ai-lessons-from-the-field-with-hans-joachim-belz-YQ8fX3Ih Trust is not a feature—it’s an outcome of good design, clear intent, and disciplined execution.

In this episode of The Dialogue Architects, we sit down with Hans Joachim Belz to explore what it really takes to design conversational AI systems that users—and organizations—can trust.

Drawing on extensive experience across large enterprises including Deutsche Telekom, E.ON, and DHL, Belz shares lessons learned from building and advising conversational systems in complex, regulated environments.

The conversation covers the evolution of conversational design, the role of UX fundamentals in an LLM-driven world, and how teams can balance innovation with risk management. We discuss why disambiguation and clarifying questions remain essential, how trust differs across text and voice interfaces, and what designers should consider when working with multi-agent architectures.

Belz also reflects on what past technology revolutions can teach us about today’s AI moment—offering a grounded, experience-driven perspective for teams building conversational AI that must scale responsibly.

This episode is essential listening for UX designers, product leaders, and AI practitioners focused on creating conversational systems that are reliable, controllable, and human-centered.

 

 

Episode Timestamps:

[00:00] Introduction to The Dialogue Architects
[00:07] Meet Hans Joachim Belz: From UX Consultant to Conversational AI Engineer
[00:58] Foundations of Conversational Design
[03:21] The Importance of T-Shaped Skills in UX
[04:33] Challenges and Opportunities with Large Language Models
[06:04] Balancing Risk and Innovation in Conversational AI
[12:57] Disambiguation and the Role of Clarifying Questions
[31:00] Voice vs. Text: Designing for Different Modalities
[35:26] The Future of Multi-Agent Architectures
[37:43] Lessons from Past Technological Revolutions
[39:48] Closing Thoughts and Farewell

 

 

Links & Resources:

Hans Joachim Belz – LinkedIn
 

Learn more about trustworthy conversational AI at rasa.com

 

About The Dialogue Architects

The Dialogue Architects is a podcast from Rasa exploring the craft and strategy behind designing conversational AI enterprises. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Designing Trust into Conversational AI: Lessons from the Field with Hans Joachim Belz Hans Joachim Belz, Lauren Goerz, Rasa, Caspian Studios 00:40:45 In this episode of The Dialogue Architects, the host welcomes Hans Joachim Belz, a senior UX consultant and conversational AI engineer, for a practical discussion on how trust is designed, maintained, and scaled across enterprise conversational AI systems In this episode of The Dialogue Architects, the host welcomes Hans Joachim Belz, a senior UX consultant and conversational AI engineer, for a practical discussion on how trust is designed, maintained, and scaled across enterprise conversational AI systems llm, technology, conversational voice ai, trust, podcast, ai, conversation false full 2 6adbef95-f3ec-47e9-89b8-b6c6abfc756e Linguistic Exploration and the Future of Conversational AI with Rasa's Alan Nichol In this episode of The Dialogue Architects, host Lauren Goerz welcomes Alan Nichol, co-founder and CTO of Rasa, to unpack his journey from physics PhD to becoming a pioneer in conversational AI.

Alan reflects on the early chatbot experiments that seeded Rasa’s creation, the lessons learned from the first wave of conversational interfaces, and why today’s AI assistants demand a more thoughtful approach—one grounded in user trust, governance, and real-world problem solving.

Their conversation explores:

  • Rasa’s origin story—from side projects to powering global enterprise assistants
  • Why early chatbots failed and how modern systems must evolve
  • How enterprises can design scalable, maintainable conversational architectures
  • The shift from scripted flows to adaptive, AI-driven dialogues
  • Why observability, governance, and user-centric design matter more than model size
  • How companies can avoid the AI hype cycle and focus on what users actually need
  • Actionable advice for teams who want to get started with Rasa

 

Alan provides guidance for enterprises navigating rapid AI innovation—and a grounded vision of what it takes to build human-machine conversations that truly work. Clarity, responsibility, and building AI that solves real problems.

 

Episode Timestamps: 

(00:00) Introduction to Dialogue Architects
(00:07) Meet Alan Nichol: From Physicist to CTO of Rasa
(00:42) The Origin Story of Rasa
(01:13) Early Challenges and Innovations in Conversational AI
(03:03) Building Bots and the Evolution of NLP
(07:40) The Rise of Rasa and Open Source Contributions
(12:36) Company Culture and Hiring Philosophy at Rasa
(15:42) Maintaining Integrity and Trust in AI Development
(19:18) Early Bets and the Evolution of NLP Classifiers
(20:02) Challenges with Classification Paradigms
(24:14) The Shift to LLMs and Honest AI
(25:20) The Overuse of Conversational Interfaces
(28:06) AI Assisted Coding and Abstractions
(31:19) The Future of Conversational AI
(37:58) Advice for Enterprises and Final Thoughts


Links & Resources:

Subscribe & Follow The Dialogue Architects on YouTube, LinkedIn, and Apple Podcasts


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Tue, 13 Jan 2026 21:57:11 +0000 meredith@caspianstudios.com (Alan Nichol, Rasa, Lauren Goerz, Caspian Studios) https://the-dialogue-architects.simplecast.com/episodes/linguistic-exploration-and-the-future-of-conversational-ai-with-rasas-alan-nichol-Us5xL__7 In this episode of The Dialogue Architects, host Lauren Goerz welcomes Alan Nichol, co-founder and CTO of Rasa, to unpack his journey from physics PhD to becoming a pioneer in conversational AI.

Alan reflects on the early chatbot experiments that seeded Rasa’s creation, the lessons learned from the first wave of conversational interfaces, and why today’s AI assistants demand a more thoughtful approach—one grounded in user trust, governance, and real-world problem solving.

Their conversation explores:

  • Rasa’s origin story—from side projects to powering global enterprise assistants
  • Why early chatbots failed and how modern systems must evolve
  • How enterprises can design scalable, maintainable conversational architectures
  • The shift from scripted flows to adaptive, AI-driven dialogues
  • Why observability, governance, and user-centric design matter more than model size
  • How companies can avoid the AI hype cycle and focus on what users actually need
  • Actionable advice for teams who want to get started with Rasa

 

Alan provides guidance for enterprises navigating rapid AI innovation—and a grounded vision of what it takes to build human-machine conversations that truly work. Clarity, responsibility, and building AI that solves real problems.

 

Episode Timestamps: 

(00:00) Introduction to Dialogue Architects
(00:07) Meet Alan Nichol: From Physicist to CTO of Rasa
(00:42) The Origin Story of Rasa
(01:13) Early Challenges and Innovations in Conversational AI
(03:03) Building Bots and the Evolution of NLP
(07:40) The Rise of Rasa and Open Source Contributions
(12:36) Company Culture and Hiring Philosophy at Rasa
(15:42) Maintaining Integrity and Trust in AI Development
(19:18) Early Bets and the Evolution of NLP Classifiers
(20:02) Challenges with Classification Paradigms
(24:14) The Shift to LLMs and Honest AI
(25:20) The Overuse of Conversational Interfaces
(28:06) AI Assisted Coding and Abstractions
(31:19) The Future of Conversational AI
(37:58) Advice for Enterprises and Final Thoughts


Links & Resources:

Subscribe & Follow The Dialogue Architects on YouTube, LinkedIn, and Apple Podcasts


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Linguistic Exploration and the Future of Conversational AI with Rasa's Alan Nichol Alan Nichol, Rasa, Lauren Goerz, Caspian Studios 00:42:00 Alan Nichol—co-founder and CTO of Rasa—shares his journey from physics PhD to conversational AI pioneer and the story behind Rasa’s rise from early chatbot experiments to a leading open framework for enterprise dialogue systems. Alan Nichol—co-founder and CTO of Rasa—shares his journey from physics PhD to conversational AI pioneer and the story behind Rasa’s rise from early chatbot experiments to a leading open framework for enterprise dialogue systems. dialogue, architects, llm, data, rasa, podcast, internet, language false full 1 55db60b9-eeff-4fcd-be6c-6466e7e013ea Welcome to The Dialogue Architects In a world powered by AI and automation, conversational AI is now a critical business function. On The Dialogue Architects, host Lauren Goerz brings together industry leaders and practitioners to explore how to design scalable, trustworthy conversations that enterprises can rely on—today and into the future. Presented by Rasa.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Wed, 7 Jan 2026 17:00:00 +0000 meredith@caspianstudios.com (Lauren Goerz, Seannon Gonzalez, Rasa, Caspian Studios) https://the-dialogue-architects.simplecast.com/episodes/welcome-to-the-dialogue-architects-c_xNgGbx In a world powered by AI and automation, conversational AI is now a critical business function. On The Dialogue Architects, host Lauren Goerz brings together industry leaders and practitioners to explore how to design scalable, trustworthy conversations that enterprises can rely on—today and into the future. Presented by Rasa.


Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

]]> Welcome to The Dialogue Architects Lauren Goerz, Seannon Gonzalez, Rasa, Caspian Studios 00:00:59  Welcome to The Dialogue Architects. A podcast on designing trustworthy, enterprise-ready conversational AI—hosted by Lauren Goerz. Presented by Rasa.  Welcome to The Dialogue Architects. A podcast on designing trustworthy, enterprise-ready conversational AI—hosted by Lauren Goerz. Presented by Rasa. marketing, ai, enterprise, technology leaders, ai conversations, conversation, ai bots, ceo false trailer