{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Unprompted","title":"From Play-Doh Models to Real Systems: Designing Trustworthy Conversational AI | With Nandini Stocker","html":"","width":"100%","height":180,"duration":5408,"description":"Designing Conversational AI That is Trustworthy and Empathetic | From Scripts to System Behaviour\n\nIn this episode of the CDI Expert Series: Unprompted, we sit down with Nandini Stocker, a global leader in conversational AI with over 25 years of experience designing voice and chat systems across 60+ languages and 120 countries. Drawing on her work at Google, Flipkart, and USAA, Nandini shares a powerful perspective on how conversation design is fundamentally changing in the era of large language models.\nTogether, they explore the shift from rule-based and intent-driven systems to generative, adaptive models - captured in Nandini’s “Legos to Play-Doh” analogy. The conversation focuses on what this transformation means for designers today: moving beyond writing dialogue to shaping system behaviour through tone, guardrails, and governance. They also examine how empathy must now be designed at scale, accounting for emotional context, cultural nuance, and real-world complexity across global audiences.\n\nThis episode explores:\nThe shift from scripted dialogue to generative, LLM-driven systems\nDesigning system behaviour instead of individual prompts\nBuilding empathy at scale through rules of engagement\nBalancing global standards with deeply local, context-specific design\nDesigning for multilingual and culturally diverse markets\nGovernance, tone systems, and safety guardrails in high-trust domains\nEmpowering designers through tooling, rituals, and shared ownership\nThis highlights how design is evolving beyond scripts and prompts, and what it truly takes to build trustworthy, human-centered AI at scale. So after listening, the question becomes: how do you design conversational AI systems that balance flexibility with control, while remaining empathetic, culturally aware, and trustworthy at scale?\n\nContact Us\nThanks for tuning in to Unprompted, for more practical lessons, and behind-the-scenes stories, exclusive events, and candid insights, visit our website or follow us on...","thumbnail_url":"https://img.transistorcdn.com/-iQg5hMdBJ8PK4wI_rIzkGYVHTLjksUyCb3FxXpUxMI/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8yOTg2/ZWU1YjkwYTcwMWNm/NGQwZTFhNTA0Njg5/MmQ0NS5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}