Sam Burns
Voiceflow contributor
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.
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.
February 18, 2026 Read → StoryHow Sanlam Studios’ AI coach drives leads and financial literacy
Money talks: Sanlam Studios is building an AI financial coach, powered by Voiceflow, that drives leads and financial literacy.
July 25, 2024 Read → StoryBuilding your AI agents like products: A blueprint from POC purgatory to production
We all want to create genuinely useful AI agents. But there are myriad reasons why it’s still an ongoing challenge.
July 8, 2024 Read → StoryAutomating 70% of customer support for 90+ products: How AI automation transformed Trilogy
How Trilogy automated 70% of their customer support: Trilogy's journey to 70% AI ticket resolution with Voiceflow, a customer experience story.
February 29, 2024 Read → StoryHow 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).
December 1, 2023 Read → StoryUsing Voiceflow to Run More Efficient, Inclusive AI Design Reviews
How a bank’s conversation design team replaced slow, manual design reviews with Voiceflow’s prototypes and collaborative canvas, enabling faster feedback, stronger cross-team collaboration, and more efficient delivery of high-quality conversational AI experiences.
November 1, 2023 Read → StoryInstacart's Ayesha Saleem shares her 5 best conversational AI practices
Here's how to prove the value of conversational AI: Instacart's Ayesha Saleem shares her 5 best conversational AI practices.
August 9, 2023 Read → StoryFrom 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.
July 7, 2023 Read → StoryMultidisciplinary CAI teams are smarter and faster
Every organization should build a multidisciplinary team. So why don't more try? Multidisciplinary CAI teams are smarter and faster.
June 29, 2023 Read → Story4 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.
June 9, 2023 Read → StoryCuriosity and conversation beat any best practice
Don't just be a conversation designer. Be a curious, conversational one: why curiosity and conversation beat any best practice.
May 26, 2023 Read → StoryFlowcharts to Voiceflow: How WooliesX Reinvented Their Conversation Design Workflow
How WooliesX scaled its conversation design workflow by replacing flowcharts with Voiceflow, saving 30% of project time, enabling collaboration across 15+ team members, and improving alignment between designers, developers, and stakeholders.
May 4, 2023 Read → StoryWhat 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.
April 17, 2023 Read → StoryWhy 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.
March 31, 2023 Read → StoryBreaking and rebuilding Nike's chatbot
Breaking bots is fundamental conversation design. Here's what happened when two pros tackled Nike's bot.
March 29, 2023 Read → StoryExperts 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.
March 9, 2023 Read → StoryHow 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.
February 24, 2023 Read → StoryHow 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.
January 9, 2023 Read → StoryThe art of presenting conversation design work
Nicholas Laing, Conversation Designer at JPMorgan Chase, shares his secrets for getting stakeholder buy-in.
January 3, 2023 Read → StoryDesign 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.
March 29, 2022 Read → Story4 things you can do with Airtable and conversation design
Integrating an Airtable base with conversation design brings fresh opportunities to the canvas. Four things you can do with Airtable and conversation design.
June 4, 2021 Read → StoryHow I used conversation design to get a job
How I used conversation design to get a job, and how anyone can use a conversation experience to stand out on the job hunt.
March 19, 2021 Read → StoryConversation design best practices
Having conversations can be hard. Designing conversations for VUI & chatbots can be even harder. Here are a few tips to get started.
March 3, 2020 Read →