Conversational AI Consultant

Academy Content

*Note: due to strict NDA’s, I can’t show client work.

As an experienced designer with industry experience, CDI contracted me to help them develop content for their consulting clients, as well as their student learners. This content included:

  • Planning a CAI Program at an Executive Level (12-hour workshop)

  • Building Phase of a CAI Program (12-hour workshop)

  • RAG Solution Design (13-part course (WIP))

  • Scaling AI Solutions (8-part course co-created with COPC (WIP))

Curriculum Outline Example

As an example of the type of curriculum I developed, here’s a snippet from the Planning workshop. This section focuses on the risks executive leaders need to focus on when building a conversational AI program.

What this example says about me (I hope):

  • Organized

  • Thoughtful

  • Thorough

  • Realistic

MODULE 3: The Risks

Learning Objective:

Participants will learn the critical aspects of security, compliance, and operational planning for a Conversational AI (CAI) project. This module covers the importance of risk management, data and compliance considerations, and the operational impacts on finance, staffing, and branding.

Desired Outcomes:

  1. Understand how to identify and plan for risks in CAI projects to protect the brand and customers.

  2. Become familiar with handling data biases, PII, and adhering to compliance frameworks such as HIPPA, GDPR, and CCPA.

  3. Recognize the financial risks associated with CAI projects, including ROI, costs, and platform contracts.

  4. Understand the effects of CAI on staffing, skill management, and maintaining a consistent brand persona.

Topics:

  1. Security and Compliance

  2. Operations

Exercises:

  1. Risky Business: Analyzing Case Studies of Poor Risk Management

  2. Bad Attitude: Analyzing Ineffective Personas in Bots

Homework:

  1. Identifying Great CAI Branding

 

Detailed Outline

Topic 1: Security and Compliance

  • Review Homework

  • Lightning Talk Part 1: The Importance of Risk Management

    • Identifying and planning for risks ahead of time saves the team time and energy and protects the company’s brand and customers

    • Especially relevant for teams where external stakeholders are looking for the project team to lead

    • Involving legal and compliance teams early

    • Exercise: Risky Business

      • Participants will learn about industry/market examples of when disaster struck for CAI projects.

      • Participants will analyze what went wrong and what could have been done to prevent it.

  • Lightning Talk Part 2: Data

    • Bias in data

    • PII

    • LLM model specific risks

  • Lightning Talk Part 3: Compliance Considerations

    • Plan for Data Compliance Requirements and Governance frameworks

      •  PII handling

      • HIPPA

      • GDPR

      • CCPA

      • Payment Card Industry (PCI)    

    • Ethical frameworks

      • AI Ethics Framework for the Intelligence Community

      • DoD Ethical Principles for AI

      • Google’s Responsible AI principles

      • UNESCO

      • The Framework Convention on AI from Council of Europe

      • OECD Principles on AI

      • EU’s Ethics Guidelines for Trustworthy AI

    Topic 2: Operations

  • Lightning Talk Part 1: Financial Risk

    • ROI

    • Rapidly evolving technology

    • Capital investments

      • In-house vs. vendor/cloud platforms

    • Increased direct and indirect costs

      • Live chat rep and CAI team salaries

      • Platform contracts and SLAs

      • Worst case: Poor containment and increased contact center volume

  • Lightning Talk Part 2: People Management

    • Prospective staffing plans for efficiency gains

      • Natural attrition vs. layoffs vs. job reallocation

    • Skill depreciation

    • Morale in an AI averse culture

  • Lightning Talk Part 3: Brand

    • Poor CX

    • Inaccurate info and resulting legal ramifications

    • Inconsistent persona

    • Exercise: Bad Attitude

      • Review examples of poor CX or personas within bots

      • Have participants explain what went wrong

    Homework: Identifying Great CAI Branding

    Find a CAI example where the persona represents its brand very well. You can find a competitor or industry example, but any examples where the bot matches the company’s brand will do.