Sam Burns

Voiceflow

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About

A Wisconsin fan first, everything else second. His expertise ranges from breaking bots and ad campaigns, to social strategy and events. Sam can also give you the undisputed ranking of every cheese curd option in the Midwest.

A Wisconsin fan first, everything else second. His expertise ranges from breaking bots and ad campaigns, to social strategy and events. Sam can also give you the undisputed ranking of every cheese curd option in the Midwest.

A Wisconsin fan first, everything else second. His expertise ranges from breaking bots and ad campaigns, to social strategy and events. Sam can also give you the undisputed ranking of every cheese curd option in the Midwest.

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Contributions

How eSnipe automated 70% of their help center tickets with an AI-powered search agent

The company's more than 2,000,000 customers and 100s of product features meant a substantial number of user questions, resulting in a high ticket volume (average: 9,000 tickets/month).

Sam Burns

How The Home Depot Rapidly Scaled IVR User Testing

Learn how the Home Depot team scaled their IVR user testing from 12 to 300 in one week

Sam Burns

Flowcharts to Voiceflow: How WooliesX Reinvented Their Conversation Design Workflow

Flowcharts to Voiceflow: How WooliesX Reinvented Their Conversation Design Workflow

Sam Burns

How a Global Tier 1 Investment Bank Uses Voiceflow to Run More Efficient, Inclusive Conversational AI Design Reviews

Using Voiceflow to Run More Efficient, Inclusive AI Design Reviews

Sam Burns

How Trilogy automated 60% of their customer support in 12 weeks

Trilogy's journey to 60% AI ticket resolution in 12 weeks.

Sam Burns

How to build a web chat assistant that's truly helpful, according to CxD leader Hillary Black

Building a good web chat assistant is all about cutting the chit-chat and providing a more personalized experience.

Sam Burns

The art of presenting conversation design work

Nicholas Laing, Conversation Designer at JPMorgan Chase, shares his secrets for getting stakeholder buy-in.

Sam Burns

What Nike's chatbot taught us about conversation design best practices

Two conversation designers broke and rebuilt Nike's chatbot. The takewaay: user experience is everything.

Sam Burns

Multidisciplinary CAI teams are smarter and faster

Every organization should build a multidisciplinary team. So why don’t more try?

Sam Burns

How to prove the ROI of conversational AI through buyer journey mapping: Framework

Learn from Ayesha Saleem, CxD at Instacart, on how to prove the ROI of Conversational AI through Buyer Journey Mapping framework.

Sam Burns

How I used conversation design to get a job

Anyone can use a conversation experience to stand out on the job hunt.

Sam Burns

Experts share 3 expectations about LLMs to set with business stakeholders

Conversation design leaders from Salesforce, Intuit, Cisco, and U.S. Bank told us how get over this common hurdle.

Sam Burns

Why the dominant discourse surrounding LLMs needs to change

LLMs aren’t intended to replace human ingenuity. They’re simply tools that empower people to craft better content faster.

Sam Burns

Design and prototype production-ready conversational experiences with user personas

User Personas are a new way to clean up your canvas, making it easy to design different scenarios for the different kinds of users.

Sam Burns

How a few PayPal’ers tackled CXD’s most impossible divide

In most organizations, there’s a wall between the conversation design team and customer support. Here's how to remove that wall for good.

Sam Burns

From Hobbits to bots—lessons from Simon Mitchell-Wolf’s journey to CxD

How a passion for linguistics and fantasy novels led this leader to a career in conversation design.

Sam Burns

The best practices of conversation design

Having conversations can be hard. Designing conversations for VUI & chatbots can be even harder. Here are a few tips to get started.

Sam Burns

Breaking and rebuilding Nike's chatbot

Breaking bots is fundamental conversation design. Here's what happened when two pros tackled Nike's bot.

Sam Burns

Instacart's Ayesha Saleem shares her 5 best conversational AI practices

Here's how to prove the value of conversational AI.

Sam Burns

Curiosity and conversation beat any best practice

Don’t just be a conversation designer. Be a curious, conversational one.

Sam Burns

4 things you can do with Airtable and conversation design

Integrating an Airtable base with conversation design brings fresh opportunities to the canvas.

Sam Burns

4 tips for great conversational AI product management

Learn from Brian Smith, Conversation AI Design Product Team Manager at Intuit, on his 4 tips for great product management.

Sam Burns

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