Optimizing AI

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Lauren Goerz of Rasa shares how teams can optimize conversational AI by blending LLMs with structured flows, reviewing conversations effectively, and proving value internally. A practical guide to building bots that work and keep getting better.

In this episode of 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.

We cover:

Why one-size-fits-all doesn't work in conversational design: Lauren pushes back against the myth of a single "correct" approach and encourages teams to stay flexible, choosing the right tools for each specific situation.
Conversation review as a core discipline: From targeted audits to open-ended discovery reviews, Lauren shows how analyzing conversations drives real improvements and why many teams still overlook this crucial step.
Proving value in the enterprise: How to align with stakeholders, track metrics that actually matter (like topic-level success rates), and demonstrate the real impact of AI on costs, satisfaction, and service quality.
The case for hybrid systems: We unpack Rasa's "process calling" approach, a structured way to blend LLMs with deterministic flows for safety, scalability, and control.
Designing for evaluation: Lauren shares how teams can build systems ready for long-term iteration using metadata, user feedback, and strategic measurement as their foundation.
The evolving AI team: What modern Conversational AI teams actually look like and how roles like subject matter expert, product lead, and conversation designer work together to create real impact.

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.

Lauren Goerz brings 9 years of experience building conversational AI solutions across industries, use cases, languages, and platforms. She began her career as a consultant, guiding enterprise teams from concept to production, delivering conversational interfaces that address real customer needs. As a Technical Marketing Engineer at Rasa, Lauren bridges product development and implementation. She translates complex technical capabilities into actionable workflows, creates educational content, and develops strategies that help teams overcome challenges and achieve measurable results in real-world deployments. Her expertise spans across the conversational AI lifecycle, from dialogue flow design and implementation to testing, conversation analysis, and project management. Lauren specializes in transforming early chatbot concepts into fully functional, problem-solving systems.