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Voiceflow • Conversation Design (CxD)

Enterprise Conversation
Design.

Stop shipping “chatbot builders.” We architect high-fidelity AI experiences that handle nuance, interruptions, and brand voice—then ship them with staging environments and guardrails.

-30% Lower support ticket volume
+18% Higher lead-to-call rate
2x Faster time-to-answer
A/B Prompt + flow experiments
Audit My Current Chatbot UX Need Backend Automation?

Conversation Design Audit

We’ll review your flow, prompts, KB quality, and failure modes.

2025 Focus

High-Fidelity Agent UX

Conversation Design (CxD), Agent Step architecture, hybrid knowledge bases, and hallucination guardrails—built with staging environments so you can ship safely.

Conversation Design (CxD)

We design the turns, interruptions, and edge cases so your agent feels natural and stays on-brand.

  • Tone & brand voice system
  • Interruption + repair patterns
  • Escalation to human / ticketing
  • Goal-based conversation flows

Agent Step Architecture

We use Voiceflow’s Agent Step pattern to keep conversations flexible without spaghetti flows.

  • Goal + tool constraints
  • Tool calling (KB + APIs)
  • Structured outputs (JSON)
  • Guardrails + policy prompts

Hybrid Knowledge Base

We implement hybrid retrieval (keyword + semantic) so answers become consistent and source-driven.

  • Chunking + metadata strategy
  • Synced docs (SOPs, FAQs, policies)
  • Citations + source linking
  • Freshness + version control

Staging & Versioning

We treat your agent like software: staging environments, release notes, and controlled deployments.

  • Dev/stage/prod separation
  • A/B testing prompts
  • Regression test scripts
  • Rollbacks and approvals

Voice UI (VUI)

For phone support we design turn-taking, barge-in handling, and transcription resilience.

  • VUI conversation patterns
  • Call flows + escalation
  • Noise suppression stack (optional)
  • Call summaries + CRM notes

Hallucination Guardrails

We reduce hallucinations using retrieval-first behavior, refusal rules, and scoped tools.

  • RAG-first policies
  • Confidence thresholds
  • Disallowed topics + safe replies
  • PII handling guidance

Use Cases We Ship

Real deployments across webchat and voice UI (VUI).

Customer Support Deflection

Answer policy + product questions with citations, handle interruptions, and escalate with full context.

Conversation DesignHybrid Knowledge BaseHallucination Guardrails

Sales & Lead Qualification

Guided discovery flows that capture requirements, qualify leads, and route to the right rep.

Goal-driven AgentStructured OutputsCRM Handoff

Onboarding & Product Education

Interactive onboarding that adapts to user intent, reduces drop-off, and builds trust.

Agent StepInterruptionsBrand Voice

Voice Support (Phone)

Voice-first design for call containment, summaries, and seamless human handoff.

Voice UI (VUI)Turn-takingEscalation

Audit Your Agent UX

We’ll identify your top failure modes (hallucinations, off-brand tone, weak handoff, poor interruption handling) and give you a concrete rollout plan.

Conversation Design FAQs

What is Conversation Design (CxD)?
Conversation Design (CxD) is UX for dialogue—how an AI handles user intent, interruptions, tone, error recovery, and escalation. Great CxD makes the agent feel human-centered and predictable instead of robotic.
How do you reduce hallucinations?
We bias the agent to retrieve first from a curated knowledge base, enforce tool scopes, and add refusal rules for unknowns. For high-stakes answers we require citations and route uncertain cases to humans.
Can you connect the agent to our APIs?
Yes. We can connect Voiceflow to your CRM, ticketing, and internal systems via secure API calls, with structured JSON outputs and validation so downstream systems don’t break.
Do you support staging and controlled releases?
Yes. We use separate environments (dev/stage/prod) and test prompts/flows before production. We can also set up A/B experiments for different prompt strategies.