Conversation Design

Designing the AI assistants of your dreams

conversation design

Certified Conversation Designers

Our team use the latest conversational design techniques to create human-centric experiences for our AI Assistants. We have deep knowledge of the current conversational AI platforms.

Conversation design is a relatively new role and is one of the important roles in a conversation AI team. It’s a complex and involved role which is key to creating a chatbot or voice assistant which is helpful and natural and as a result successful.

Our design team are all Conversation Design Institute certified Conversation Designers.

conversation design institute logo

What is Conversation Design?

Conversation designers work on chatbots, voice assistants and other conversational applications.

Designers need a blend of knowledge across technology, psychology and copywriting. They need a deep understanding of the technology behind the chatbot, including its capabilities. They have to understand how the technological aspects and constraints impact the design. Designers understand the many challenges of conversational AI.

A conversation designer's role is to understand your organisation's's operations and processes, challenges and objectives. A good designer can turn your business requirements into customer journeys, use cases, and natural flows.

Conversation designers work hand in hand with our conversational AI engineers. The engineers take the flows, utterances, intents, entities, and responses then create the conversational experience on the platform of choice.

Maybe we're biased, but when done well, it's a thing of beauty.

Conversation design typically comprises:

  • Understanding use-cases
  • Understanding the customer journey and customer interactions
  • Customer persona
  • Chatbot/Voice Assistant persona
  • Dialogue
  • Intents clarification and utterance creation
  • Entities
  • Contexts
  • Copywriting

Conversation Design Tools

Content Gathering

We use specific templated solutions to share intents, entities and responses. We find sharing Google Docs and Sheets works well.

Flow Design

Flows can get very complex, very quickly. Tools like Figma & Whimsical help us create flows that form problem-solving conversations.


Voiceflow enables us to create working prototypes and export capabilities that our conversational AI engineers can use.

How Can Our Conversation Designers Help You?


Our conversation designers can work closely with your team on your conversational AI project. You don’t need to worry about sourcing a conversation design professional. All our designers are experts and certified conversation designers.

Custom Solutions

We provide custom conversational AI solutions for our clients. Our conversation designers are an integral part of our team, working closely with our engineers and project managers to create best-in-class conversational solutions.


Maybe you're starting from scratch; perhaps you have an underperforming chatbot or voice assistant. We provide consulting to customers across the globe, enabling them to maximise the benefits of conversational AI technology.

Happy Clients

Jamie (Help For Heroes)

"I’m really pleased with the bot and services we’re getting from The Bot Forge. Since we started working with Adrian, he completely lived up to his promises. The end-to-end process has been very slick.

The team was very straightforward to deal with. It was very much about them looking at how they could deliver in the quickest amount of time, with the least amount of investment required.

The Bot Forge understood our pain as a charity with a small team, and they took away a lot of the mystery and fluff from the process."

Graham Markwick, CEO, Rossano Ferretti.

"I was impressed with their understanding of our needs. Flexibility Friendliness and approachability"


Chris (Director, Model Office)

"The Bot Forge provides custom software development services for a RegTech company. The team developed a compliance chatbot for the client's platform to provide guidance to their customers.

Excellent, very happy with the personalised services, accommodation of our specific needs within financial services. Their personable and innovative approach was impressive."

Jonathon, CEO, Marketing Analytics Consultancy

"I like working with small teams and deep subject-matter experts. Working with Adrian was an informative and enjoyable experience. Adrian certainly knows his stuff when it comes to conversational AI. The project did call on Adrian's creative problem-solving on several fronts which I think is a strength of his given several constraints we faced with Google and working around the client's internal systems and processes. I appreciated the creative approach because speed and lean focus are the order of the day for POCs."


Scott (CEO, Skin Check Champions)

"SPOT BOT has generated a few thousand unique users since its launch without any paid advertising or promotion. Every user is completely organic, spread (as designed) through shares and word of mouth, leading to thousands of skin checks booked and tens if not hundreds of skin cancers found.

A great first dip into the Messenger Bot pool which we're really excited to build on with Bot Forge as a vital partner... It's really lovely to work with them. Very clear communicators. Quick and efficient responses. Strong experience - well applied. Adrian was a really great partner, setting us up for success at all turns. Can't recommend him and his team enough."

Katie (Human Race Events)

"The Bot Forge offered a great service to us for the Saddleback Fred Whitton Challenge, which was really helpful for our customers and customer service team alike! They created a Facebook Chatbot based on the FAQs on the event website, which developed over time as more questions came up. Not only did this take some weight off our team and enhance customer experience, but it has also allowed us to better understand what information our riders are seeking, so that we can better answer their questions proactively through the website and social media. Adrian is always available at the drop of a hat, and eager to provide helpful solutions and developments."

Paul (Stitch)

"They’re responsive and organized, providing all the necessary information to track project progress.

The team is incredibly easy to work with. They took our idea and made it into reality."

Jack (Clifford Chance)

"The CIPS Professional Services Group (Procurement) approached The Bot Forge regarding consultancy and the creation of a demonstration Chatbot to support a conference presentation regarding industry 4.0 Technology. This was shown in front of ~100 Procurement professionals on December 2018 at Clifford Chance (London).

The Demonstration Chatbot built by Adrian at The BotForge was brilliant and we received really good feedback on the idea and execution. The Bot Forge perfectly met our requirements.

The team at Botforge will do everything they can to ensure your project is a success at the right price to suit budget! Would fully recommend!"

Carolyn (Fred Whitton Challenge)

"I’m impressed with the chatbot it seemed to work well.

I think it is a good source of help and with it learning as it goes along it would answer lots of questions going forward.

If it cannot help it still contacts the organisers where we can answer."

Emily (

"We came to The Bot Forge to gain an insight into Chatbot technology, its capabilities and its applications. We found them to be knowledgeable and insightful when discussing bots and AI.

We were particularly interested in how chatbots could help us save on customer service costs and provide a new channel for us to connect with new and existing customers.

The information which we obtained from speaking to The Bot Forge will be invaluable in making more informed decisions in the future about using this technology and we hope to work with them again."

We're Trusted By...

Reliable Expertise

Google Cloud Partner

The Bot Forge an approved Google Cloud Partner.

We are also recognised, by Google, for Cloud Contact Centre AI expertise.

Highly Rated

The Bot Forge has been consistently chosen as one of the UK's top-ranked AI companies.

Our company is not only 5-star rated, but listed among the best on Clutch.

ManyChat Partner


As a ManyChat Agency Partner, The Bot Forge are recognised experts when it comes to building on top of the #1 chat marketing platform for Facebook Messenger.

Need Help With Your Project?

If you'd like help achieving your chatbot, voice assistant or AI project objectives, please schedule a free consultation with one of our experts.