Scaling Delivery in Conversational AI

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In this episode of Unprompted, Hans van Dam speaks with enterprise AI leader Divyanshu Jain about scaling conversational AI delivery. They unpack why most initiatives stall, how to build sustainable AI product practices, and what leaders must prioritise to move from pilots to real adoption.

In this episode of Unprompted, Hans van Dam, CEO of the Conversation Design Institute, sits down with Divyanshu Jain, an enterprise AI and product leader with experience scaling conversational and generative AI at global organisations including PepsiCo and Victoria’s Secret & Co. Together, they explore what it really takes to move from isolated AI projects to sustainable conversational AI delivery at scale.

The conversation traces Divyanshu’s journey from hands-on product delivery to building and leading AI practices inside large, complex organisations. They discuss why many conversational AI initiatives fail to gain adoption, and why fundamentals like usefulness, relevance, and accessibility still matter more than hype, tooling, or trend-driven experimentation.

The episode also covers:

Building conversational AI as a product practice, not a one-off project
Scaling delivery from early pilots to enterprise-wide adoption
Leading AI teams amid organisational politics and competing priorities
Balancing experience design, legality, and risk in customer-facing AI
Evaluating generative AI maturity beyond demos and proof-of-concepts

Drawing on Divyanshu’s experience operating AI teams almost like “companies within a company,” the discussion highlights the importance of stakeholder alignment, pragmatic decision-making, and asking hard questions before investing in AI. Rather than focusing on proprietary implementations, the episode surfaces repeatable patterns, frameworks, and lessons learned from both success and failure.

The episode emphasizes that scaling conversational AI requires more than technical capability. It demands strong product thinking, leadership under uncertainty, and the discipline to prioritise real user value over novelty. As organisations race to adopt generative AI, Hans and Divyanshu argue that sustainable progress comes from grounding innovation in fundamentals, organisational readiness, and long-term strategy.

Tune in to hear how enterprise teams can scale conversational AI responsibly, avoid common traps, and build systems that people actually use.

Divyanshu Jain is an AI & ML leader with more than a decade of experience scaling enterprise AI initiatives across industries. He’s held multiple positions in top Fortune companies like Verizon, PepsiCo, and VS&Co, Leading multiple transformative initiatives around AI and ML, wearing multiple hats and gathering nuanced experience. With a background in engineering, enterprise architecture, and product management, Divyanshu is known for combining business thinking with AI experimentation, and for building teams and frameworks that deliver measurable results.