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    Conversation Design Services & Consulting

    Conversation design is how we turn that principle into practice: 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

    Head of Conversational AI Design & Strategy

    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 assistant audit with a future-ready framework for Generative AI integration

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    Burberry
    AI Assistant

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

    Conversational AI assistant built by Master of Code Global for Burberry boosted engagement, online sales, and premium shopping experiences.

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    Glia Partnership Model

    • bullet_icon 5+ years of collaboration
    • bullet_icon 25+ projects delivered
    • bullet_icon #1 prime external vendor

    A multi-year partnership where Master of Code Global supports Glia platform through flexible collaboration and tailored delivery models.

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    desktop_Cancer Chatbot

    AI Cancer Support

    • bullet_icon 1,500 active users
    • bullet_icon 75 essential references
    • bullet_icon 89 cancer types covered

    MOCG optimized the asisstant for improved user flow, hassle-free access to indispensable materials, and comprehensive support

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    desktop_Cancer Chatbot Learn More

    Tom Ford
    AI Assistant

    • bullet_icon 8,000+ users effectively engaged
    • bullet_icon 2,000+ product clicks on the site
    • bullet_icon 1 month promo campaign

    Master of Code Global helped Tom Ford Beauty engage their audience during the holiday season and generate new leads with an AI assistant

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    desktop_Finance & Banking

    Post Mortem Assistant

    • bullet_icon Increased awareness of Legacy Contact feature
    • bullet_icon Seamless and accessible digital footprint planning
    • bullet_icon Meaningful social impact through charitable giving

    Master of Code Global developed an AI-powered assistant to simplify legacy contact setup and promote charitable giving.

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    desktop_Finance & Banking 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, AI persona development, design flowcharts and develop dialogs design, NLP strategy and intent detection, as well as post-launch optimization and conversational flow tuning. Whether you’re building on a no-code conversation design platform like Voiceflow or Botpress, or working within a custom-built system, our team adapts the same proven methodology to your existing tech stack — no need to migrate or rebuild from scratch.

    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 AI 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

    Azure AI Foundry Partner Council

    Official Partner

    Conversation Design Festival

    Our Certifications

    FAQ

    Do I need a Conversation Designer (CD) for my Conversational AI 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 Conversational AI solution, your clients are likely trying to do things it 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.

    Success is measured against the same metrics that define the engagement: containment rate, escalation frequency, task completion, and customer satisfaction. We establish a baseline before any changes are made, then track performance against it — so improvement is tied to your own data, not generic industry benchmarks. For ongoing consulting work, we also look at how quickly your team can make changes independently, since that’s a sign the process is actually transferring, not just the output.

    Cost depends on scope — a single flow audit looks very different from a full conversation design build across multiple channels. Most engagements start with a smaller discovery or audit phase, which gives you a clear picture of effort and cost before committing to the full project. Get in touch with your specific use case, and we’ll walk you through a scoped estimate rather than a generic price range.

    Conversation design reduces escalations and improves containment by building flows around real user intents instead of guesses. It shortens time-to-value, since friction points get caught before launch, not after, and it keeps your brand voice consistent across every channel. Done right, it also lowers compliance risk by designing mandatory disclosures and fallback paths in from the start, rather than patching them in later.

    Your Business Vision Meets Technology Mastery Now

    Want to discuss a project or digital solution?


    Fill out the form below and we’ll be in touch within 24 hours.








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