> Markdown rendition of https://www.voiceflow.com/contributors/sam-burns ("Sam Burns | Voiceflow"). Canonical page: https://www.voiceflow.com/contributors/sam-burns · All pages: https://www.voiceflow.com/llms.txt [← Back to content](https://www.voiceflow.com/blog) ![Sam Burns](https://www.voiceflow.com/images/contributors/sam-burns.png) # Sam Burns Voiceflow contributor [LinkedIn](https://www.linkedin.com/in/samburnshello) 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. Public contributions ## [StoryHow to prove the ROI of conversational AI through buyer journey mapping: frameworkLearn from Ayesha Saleem, CxD at Instacart, on how to prove the ROI of Conversational AI through Buyer Journey Mapping framework.February 18, 2026Read →](https://www.voiceflow.com/stories/how-to-prove-the-roi-of-conversational-ai-through-buyer-journey-mapping-framework) ## [Story How Sanlam Studios’ AI coach drives leads and financial literacyMoney talks: Sanlam Studios is building an AI financial coach, powered by Voiceflow, that drives leads and financial literacy.July 25, 2024Read →](https://www.voiceflow.com/stories/how-sanlam-studios-ai-coach-drives-leads-and-financial-literacy) ## [Story Building your AI agents like products: A blueprint from POC purgatory to productionWe all want to create genuinely useful AI agents. But there are myriad reasons why it’s still an ongoing challenge.July 8, 2024Read →](https://www.voiceflow.com/stories/building-your-ai-agents-like-products-a-blueprint-from-poc-purgatory-to-production) ## [Story Automating 70% of customer support for 90+ products: How AI automation transformed TrilogyHow Trilogy automated 70% of their customer support: Trilogy's journey to 70% AI ticket resolution with Voiceflow, a customer experience story.February 29, 2024Read →](https://www.voiceflow.com/stories/automating-60-of-customer-support-for-90-products-in-12-weeks-how-ai-automation-transformed-trilogy) ## [Story How eSnipe automated 70% of their help center tickets with an AI-powered search agentThe 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, 2023Read →](https://www.voiceflow.com/stories/how-esnipe-automated-70-of-their-help-center-tickets-with-an-ai-powered-search-agent) ## [Story Using Voiceflow to Run More Efficient, Inclusive AI Design ReviewsHow 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, 2023Read →](https://www.voiceflow.com/stories/using-voiceflow-to-run-more-efficient-inclusive-ai-design-reviews) ## [Story Instacart's Ayesha Saleem shares her 5 best conversational AI practicesHere's how to prove the value of conversational AI: Instacart's Ayesha Saleem shares her 5 best conversational AI practices.August 9, 2023Read →](https://www.voiceflow.com/stories/best-conversational-ai-practices) ## [Story From Hobbits to bots—lessons from Simon Mitchell-Wolf’s journey to CxDHow a passion for linguistics and fantasy novels led this leader to a career in conversation design.July 7, 2023Read →](https://www.voiceflow.com/stories/conversation-design-career-journey) ## [Story Multidisciplinary CAI teams are smarter and fasterEvery organization should build a multidisciplinary team. So why don't more try? Multidisciplinary CAI teams are smarter and faster.June 29, 2023Read →](https://www.voiceflow.com/stories/multidisciplinary-cai-teams) ## [Story 4 tips for great conversational AI product managementLearn from Brian Smith, Conversation AI Design Product Team Manager at Intuit, on his 4 tips for great product management.June 9, 2023Read →](https://www.voiceflow.com/stories/4-tips-for-great-conversational-ai-product-management) ## [Story Curiosity and conversation beat any best practiceDon't just be a conversation designer. Be a curious, conversational one: why curiosity and conversation beat any best practice.May 26, 2023Read →](https://www.voiceflow.com/stories/best-practices-conversation-design) ## [Story Flowcharts to Voiceflow: How WooliesX Reinvented Their Conversation Design WorkflowHow 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, 2023Read →](https://www.voiceflow.com/stories/flowcharts-to-voiceflow-how-wooliesx-reinvented-their-conversation-design-workflow) ## [Story What Nike's chatbot taught us about conversation design best practicesTwo conversation designers broke and rebuilt Nike's chatbot. The takewaay: user experience is everything.April 17, 2023Read →](https://www.voiceflow.com/stories/nike-conversation-design-best-practices) ## [Story Why the dominant discourse surrounding LLMs needs to changeLLMs aren’t intended to replace human ingenuity. They’re simply tools that empower people to craft better content faster.March 31, 2023Read →](https://www.voiceflow.com/stories/dominant-discourse-llms) ## [Story Breaking and rebuilding Nike's chatbotBreaking bots is fundamental conversation design. Here's what happened when two pros tackled Nike's bot.March 29, 2023Read →](https://www.voiceflow.com/stories/breaking-nike-chatbot) ## [Story Experts share 3 expectations about LLMs to set with business stakeholdersConversation design leaders from Salesforce, Intuit, Cisco, and U.S. Bank told us how get over this common hurdle.March 9, 2023Read →](https://www.voiceflow.com/stories/expectations-llms-business-stakeholders) ## [Story How to build a web chat assistant that's truly helpful, according to CxD leader Hillary BlackBuilding a good web chat assistant is all about cutting the chit-chat and providing a more personalized experience.February 24, 2023Read →](https://www.voiceflow.com/stories/web-chat-assistant-design) ## [Story How a few PayPal’ers tackled CXD’s most impossible divideIn 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, 2023Read →](https://www.voiceflow.com/stories/cxd-most-impossible-divide) ## [Story The art of presenting conversation design workNicholas Laing, Conversation Designer at JPMorgan Chase, shares his secrets for getting stakeholder buy-in.January 3, 2023Read →](https://www.voiceflow.com/stories/presenting-conversation-design-work) ## [Story Design and prototype production-ready conversational experiences with user personasUser 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, 2022Read →](https://www.voiceflow.com/stories/design-and-prototype-production-ready-conversational-experiences-with-user-personas) ## [Story 4 things you can do with Airtable and conversation designIntegrating an Airtable base with conversation design brings fresh opportunities to the canvas. Four things you can do with Airtable and conversation design.June 4, 2021Read →](https://www.voiceflow.com/stories/4-things-you-can-do-with-airtable-and-conversation-design) ## [Story How I used conversation design to get a jobHow 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, 2021Read →](https://www.voiceflow.com/stories/how-i-used-conversation-design-to-get-a-job) ## [Story Conversation design best practicesHaving conversations can be hard. Designing conversations for VUI & chatbots can be even harder. Here are a few tips to get started.March 3, 2020Read →](https://www.voiceflow.com/stories/conversation-design-best-practices)