From Data to Impact: Measuring Agent Success in the Generative AI Era

Write your awesome label here.

Discover how to unlock value from your conversational data to smash through the glass ceiling of your AI assistant performance. Gain practical strategies to turn conversational data into actionable insights, whether you’re launching your first assistant or optimizing an existing deployment.

Join the Conversation Design Institute and The CAI Company for a practical session on what really defines success in Conversational AI today. Drawing on insights from the development and rollout of Chatpulse, The CAI Company will share field-tested lessons on measuring assistant performance in the age of generative AI.

You’ll explore how leading teams are using conversation data, LLM-powered analytics, and user-centric metrics to diagnose friction, prove ROI, and continuously improve both customer and business outcomes.

Whether you’re scaling an enterprise assistant or refining one that’s already live, you’ll walk away with practical frameworks, success metrics, and examples you can immediately apply.

What you’ll learn:

How teams are doing conversation log analysis, and the challenges they face
How to prioritize design fixes based on impact and ROI
Track success with metrics that truly reflect customer experience
How to use AI to unlock value in your conversational data not possible with traditional reporting techniques

Why attend?

If your AI assistant delivers mixed results, you’re not alone. Many teams design great conversations but lack the data to know what really works, or don’t know how to act on the insights they have.

This session shares honest, practical lessons from The CAI Company’s journey developing Chatpulse and supporting large-scale deployments. Expect field-tested insights, actionable frameworks, and a better understanding of how to measure conversational AI the right way.

Darren Ford is the Founder and CEO of The CAI Company, a leading firm specializing in the design, deployment, and optimization of Conversational AI solutions. With over 15 years of experience in enterprise AI and customer experience, Darren has worked with global brands including AT&T, HelloFresh, Shell, Microsoft, ICA and CircleK to deliver high-impact conversational systems that drive measurable business outcomes. He is a passionate advocate for human-centered design, ethical AI practices, and building scalable conversational systems that blend linguistic expertise with data science and business strategy. Darren is a frequent speaker and advisor in the AI space, known for his practical insights on operationalizing AI and coaching teams to succeed with next-generation virtual assistants.

In 2018, Hans co-founded the Conversation Design Institute to establish processes, techniques, and organizational standards to professionalize the role of conversation design within large enterprises.

Since then, the organization has expanded globally with offices located in Austin and Amsterdam, along with an international team based across Africa, Asia and Australia.

CDI provides industry leading courses and certification across a number of conversational AI disciplines along with services including auditing, consulting and training services to organizations looking to improve their conversational AI capabilities.

Hans also sits upon the board of CDI Foundation, which is focused on undertaking research, education and industry development, along with providing scholarships to help people from underrepresented and disadvantaged backgrounds enter the CAI industry.