{"id":4663,"date":"2025-08-13T21:13:26","date_gmt":"2025-08-14T01:13:26","guid":{"rendered":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/?post_type=sessions&#038;p=4663"},"modified":"2025-11-12T10:55:07","modified_gmt":"2025-11-12T15:55:07","slug":"from-blueprint-to-bot","status":"publish","type":"sessions","link":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/sessions\/from-blueprint-to-bot\/","title":{"rendered":"From blueprint to bot: Designing resilient AI-powered services"},"content":{"rendered":"<p>Our goal was to introduce an AI-powered voice agent to help customers of a B2B building materials supplier manage their orders. But making it work meant looking beyond the tech and working through layers of complexity like siloed systems, long-established processes, and both staff and customers used to traditional, human-led interactions.<\/p>\n<p>This case study shares how service design helped us make that shift by:<\/p>\n<p>1. Helping front-line staff see AI as a collaborator<br \/>\n2. Preparing customers for a new kind of interaction at different stages of their customer journey by involving sales and customer service agents<br \/>\n3. A data driven approach to aligning internal processes, systems and workflows<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Our goal was to introduce an AI-powered voice agent to help customers of a B2B building materials supplier manage their orders. But making it work meant looking beyond the tech and working through layers of complexity like siloed systems, long-established processes, and both staff and customers used to traditional, human-led interactions. This case study shares [&hellip;]<\/p>\n","protected":false},"author":219819,"featured_media":0,"template":"","session-theme":[30],"session-type":[24],"rm-permissions":[],"event-type":[],"class_list":["post-4663","sessions","type-sessions","status-publish","hentry","session-theme-theme-1","session-type-conference-session"],"acf":[],"_links":{"self":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/sessions\/4663","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/sessions"}],"about":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/types\/sessions"}],"author":[{"embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/users\/219819"}],"wp:attachment":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/media?parent=4663"}],"wp:term":[{"taxonomy":"session-theme","embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/session-theme?post=4663"},{"taxonomy":"session-type","embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/session-type?post=4663"},{"taxonomy":"rm-permissions","embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/rm-permissions?post=4663"},{"taxonomy":"event-type","embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/event-type?post=4663"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}