AI and content design
Since 2021 my team has been responsible for creating and maintaining the chat bot content within CX and PX Cloud. With the proliferation of LLMs, we shifted to a conversation design practice. We started sharing our work across Cisco and gained a reputation for expertise in this area. Since then we have created the conversation design guidelines for Cisco assistants, taught multiple GenAI courses for Cisco Learning, and developed the first guidelines for GenAI and content design.
our approach
Adopt the tools of scale - We are moving from content design as a bespoke service to content design as a scaleable service. This means we must adopt and use the tools of scale. All content designers on my team are trained on, and are using, approved GPTs. We have all integrated them into our design process.
Make it work for you - In the past, designers and engineers would come to us for style guide questions instead of looking it up for themselves. To aid adoption (and stop daily pings) we built and trained a Style Guide bot using our style guide and controlled vocabulary. The bot not only finds out what the user needs — it writes using our tone and voice.
Everything will change - We are seeing this new tech change so fast. Three months ago we were talking about prompt guidelines, now we’re talking about DSPY opportunities. Our job right now is to keep learning, keep sharing, and keep experimenting.
