Optimizing AI: Strategy, Collaboration & Real-World Impact | With Lauren Goerz

Optimizing Conversational AI in the Enterprise: Strategy, Collaboration & Real-World Impact

In this episode of the CDI Expert Series: Unprompted, we sit down with Lauren Goerz, Technical Marketing Engineer at Rasa, who brings nearly a decade of experience designing and deploying conversational AI across industries. Lauren walks us through what it really takes to build systems that don't just work, but actually get better over time.

The conversation centres on the importance of organisational alignment, highlighting how successful AI adoption depends on collaboration across leadership, product, engineering, and customer teams. Lauren also discusses the growing role of conversation designers in shaping experiences that are not just functional, but intuitive and human.

The episode also explores:

• Why one-size-fits-all doesn't work in conversational design
• Conversation review as a core discipline
• Proving value in the enterprise: How to align with stakeholders, track metrics that actually matter (like topic-level success rates)
• The real impact of AI on costs, satisfaction, and service quality.
• The case for hybrid systems: Rasa's "process calling" approach, a structured way to blend LLMs with deterministic flows for safety, scalability, and control.
• How teams can build systems ready for long-term iteration using metadata, user feedback, and strategic measurement as their foundation.
• What modern Conversational AI teams actually look like

Whether you're wrestling with enterprise AI challenges or just trying to make your assistant a little better each week, this conversation offers both big-picture clarity and actionable insights you can use right away.

So, after reflecting on this episode: how can you better align teams, tools, and strategy to scale conversational AI effectively in your organisation?

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Lauren Goerz

https://www.linkedin.com/in/lauren-goerz/

Senior Technical Marketing Engineer at Rasa