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    Conversation Design Services & Consulting

    Not every conversation is about making a sale. Often, it’s about resolving an issue, guiding a decision, or removing friction. Our experts design flows that optimize containment, reduce escalations, and increase customer satisfaction across marketing, support, and service use cases. Every interaction is a chance to deliver real value, and we make sure it does.

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    Conversation Design Services & Consulting

    The Business Impact of Better Conversations

    +22%

    consistent growth in conversion

    from website visitor to lead and lead to buyer using Gen AI agent

    -17%

    reduction in acquisition costs

    after replacing manual onboarding with intelligent self-service flows

    +10

    NPS points boost in satisfaction

    after deploying AI that collects data and solves problems proactively

    The rise of LLMs has transformed Conversational AI from static, rule-based systems into dynamic, generative workflows. Yet core conversation design principles remain essential: defining clear user goals, structuring compliant flows, and advocating for customer needs. Conversation design ensures that AI delivers value instead of simply producing fluent but unfocused answers.


     

    When conversation design is neglected, LLMs tend to produce verbose or inconsistent responses, skip mandatory compliance steps, or overwhelm customers with irrelevant details. This leads to higher escalation rates, user frustration, and difficulty in proving ROI. Unmanaged data and poorly designed prompts often become bottlenecks, undermining trust and slowing down deployment.

Thus, while LLMs are the engine, conversation design is the steering wheel – essential for driving measurable improvements in onboarding, satisfaction, and containment.

    Henrique Gomes

    CX & Conversation Design Team Lead

    Trusted by 1000+ companies

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    Power of Conversation Design Services: Our Portfolio Showcases

    Latest case studies

    GO Malta
    Audit

    • bullet_icon Documented bot persona & tone of voice
    • bullet_icon Outlined main flows based on the analytical data
    • bullet_icon Conversation design workshops from experts

    Master of Code Global delivered a comprehensive chatbot audit with a future-ready framework for Generative AI integration

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    Burberry
    Chatbot

    • bullet_icon Enhanced buyer engagement and loyalty
    • bullet_icon Increased online sales and revenue generation
    • bullet_icon Strengthened brand image and differentiation

    Master of Code Global developed a Conversational AI concierge, integrated into Facebook Messenger, for a luxury global brand.

    Learn More
    Learn More

    GenAI Bot for Insurance

    • bullet_icon Streamlined claims processing
    • bullet_icon Reduced risk of non-compliance
    • bullet_icon Improved policyholder engagement

    Master of Code Global developed a Gen AI-powered virtual assistant to provide instant, compliant answers to diverse insurance queries

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    GenAI Virtual Assistant

    • bullet_icon ~25% increase in webchats
    • bullet_icon 500,000+ web dialogs in 2023
    • bullet_icon 1.5M+ interactions with the bot

    For a global professional hub, we developed a conversational solution with AI-driven routing for member interactions that resonate

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    Learn More
    Dr.Oetker - desktop logo

    Dr. Oetker
    Chatbot

    • bullet_icon Engaging virtual assistant
    • bullet_icon Authorized contest entry
    • bullet_icon AR filters on Instagram for more fun

    Giuseppe Virtual Assistant on Messenger promoting the Easy Pizzi product and driving engagement for their contest.

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    Dr.Oetker - desktop logo Learn More
    Aveda

    Aveda
    Chatbot

    • bullet_icon +378% growth in lifetime users
    • bullet_icon 6,918 bookings in 7 weeks
    • bullet_icon 7.67x weekly booking increase

    Master of Code created the appointment booking Aveda Chatbot, with an additional feature set to connect users to their customer service team

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    Aveda Learn More
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    Our Proven Conversation Design Process

    Conversation Design Process

    Our Conversation Design Offerings

    Conversation Design Consulting

    For companies bringing their AI strategy in-house, but unsure where to start or how to scale. Our conversation design team partners closely with your brand to provide hands-on coaching, training, and strategic guidance throughout the full lifecycle of your solution. We analyze live usage data, review transcripts, and optimize performance based on containment, abandonment, conversion, and satisfaction metrics. The result? Continuous improvements that align with your business goals and drive positive ROI. 


    What You Can Expect: Tailored AI strategy development, virtual workshops, training sessions, consulting on our conversation design process, post-launch analysis and optimization, as well as presentations to leadership on how this technology can elevate your user journey and simplify operations.

    Our tailored approach ensures each solution aligns with your objectives and enhances overall client satisfaction. Master of Code Global delivers Conversational AI services from a dedicated designer in the scope of every project we handle. Moreover, our team uses data to inform our decisions, ensuring your customer frustrations are addressed and solved with automation, reducing your agent overhead costs.  


    What You Can Expect: Data analysis and research, user persona identification, user journey mapping, user testing, use case prioritization, bot persona development, design flowcharts and develop dialogs design, NLP strategy and intent detection, as well as post-launch optimization and bot tuning.

    While many organizations aspire to bring this capability internally, they often don’t yet possess the expertise to execute it. Our skilled conversational design consultants and trainers will empower your employees to develop and launch interactive AI-powered experiences. 


    What You Can Expect: A dedicated training team throughout the process, a Conversational AI overview, guidance on defining and prioritizing use cases, the importance of bot personas, understanding the value of system integrations, designing and scripting conversation flows, turning scripts into intents, and optional ongoing consultative support.

    Industries We Transform with Conversation Design Consulting

    Healthcare

    Finance

    Banking

    Telecom

    Insurance

    Travel & Hospitality

    Supply Chain & Manufacturing

    E-commerce

    Retail

    Education

    Airports & Airlines

    Certified Delivery Partner

    Silver Data Analytics

    Microsoft Partner

    Silver Data Analytics

    Consulting Partner

    Partner Network

    Microsoft Conversational AI

    Partner Advisory Council

    Official Partner

    Conversation Design Festival

    Our Awards

    FAQ

    Do I need a Conversation Designer (CD) for my chatbot or voice assistant project?

    Definitely yes. You can see this specialist as a UX designer for conversational products. CDs deeply understand your customers, their pains, needs, and behaviors, and balance them with your business goals, channel possibilities, and technical limitations. The result is an experience that not only works but actually helps people get things done while supporting measurable outcomes.

    Short answer: yes. Even if you already have a chatbot, your clients are likely trying to do things your bot doesn’t yet support. They may also be abandoning at certain points. CDs look at usage data (containment, abandonment, conversion, satisfaction), analyze transcripts, and propose improvements. That can mean adding new flows, refining copy, integrating self-services, or fixing bottlenecks. This ongoing iteration ensures your solution stays alive, relevant, and genuinely helpful.

    Absolutely not. Gen AI has changed the way bots are built, but it hasn’t removed the need for design – it’s made it more important. With LLMs, interactions are flexible and open-ended, but also unpredictable. CDs ensure:

     

    Conversations stay aligned to clear user goals and business outcomes;

    Prompts, fallbacks, and error handling are designed for clarity and safety;

    Usage data is analyzed to continuously improve the experience.

     

    Hybrid approaches (rule-based + generative) are used strategically to balance flexibility with reliability

    In short, large language models can generate answers, but it’s the design work that makes those responses coherent, appropriate, and trustworthy.

    Your Business Vision Meets Technology Mastery Now

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