This document discusses the rise of conversational AI and how digital agents can represent brands. It notes that generative AI enables new types of interactions that are more helpful than traditional chatbots. Digital agents can automate work by having natural conversations to complete tasks on behalf of users. The document provides examples of how a sales digital agent could assist a user before, during, and after a client meeting. It outlines six key ingredients for building effective digital agents, including prompting, context, proprietary knowledge, voice, reasoning, and code generation. The challenge for brands is to design unique digital agents that embody their values and approach in order to benefit from the changes brought by conversational AI.

1. Why Your Brand
Needs a Digital Agent
How to prepare for the rise of
Conversational AI as media.

2. 2004 2023
2011 2014
Microsoft’s Satya Nadella (2016):
“chatbots will fundamentally revolutionize
how computing is experienced by everybody.”
Siri • • Alexa • • • • • • • • ChatGPT

3. Digital Life
Too Much Information Too Many Choices
Too Much to Learn Constant Distraction

4. Generative AI
Magical and Versatile!
Answers to Questions Fewer Choices to Make
Nothing to Learn Focus and Attention

5. Conversational AI.
Generative AI is the enabler.

6. Why Conversational AI?
Redefines Expectations
The way we interact has changed forever
A new media channel.

7. Conversational AI
1. Your Website.
2. Your Call Center.
3. Your Sales Team.
4. Social Media Team.

8. No, Not Today’s Chatbots.
Chatbots
must be
re-designed
Limited
Annoying
Unhelpful

9. Digital Agents
Digital agents have conversations
to “get things done”

10. Digital Agents
Helper, advisor and sidekick
NOT THIS
You learn
“prompt engineering”
WE WANT THIS
You instruct your agent
to get work done
Ok, here’s what I need
you to take care of…
Let me know if you
have any questions.

11. Sales Digital Agent
Your Sales DA is by your side to help win the deal
STEP 1
DA helps your prepare
before the meeting
Digital Agent
STEP 2
DA offers helpful info
during the meeting
DA
prospect
STEP 3
DA follows up with
prospect after the meeting
prospect
Digital
Agent

12. Today: Chat handles Q&A
I met a prospect today who said she liked our product and
features but said it was too expensive.
See if they can live without certain features to
lower the price. Or offer a scaled down
package.
Suggest a trial period or pilot program at a
discounted rate so they can experience the
value firsthand.
Propose creative financing options to lower
upfront costs…
Suggest ways to quantify the ROI they'll
achieve so the price can be framed as an
investment rather than expense.
Today’s chat offers
great advice but …
cannot ACT
on your behalf.

13. Agent does the work for you
I met a prospect today who said she liked our product and
features but said it was too expensive.
I sent an email
recommending
a trial period at a
discounted rate
per your approval.
Digital Agents
automate work
Generative AI has the potential to
automate work activities that absorb
60 to 70 percent of
employees’ time today.
– McKinsey Digital

14. Digital Agents
What makes a digital agent
valuable is its specialization
We will employ many niche Digital Agents…
https://theresanaiforthat.com/

15. Secret Recipe.
6 Ingredients for Digital Agents
1. Prompt chaining (multiple passes)
2. User context & history
3. Your proprietary knowledge
4. Your values, beliefs and approach
5. Reasoning engine & checklists
6. Code generation & APIs
Handle complexity
Personalization
No hallucination
Your brand voice
Problem solving
Accuracy & automation

16. Your Brand Voice
Digital agents represent your
values, beliefs and approach
- aligns with your team
- satisfies your customer
Language models can model your
perspective, be true to your voice

17. Your Brand Voice
Problem: handle prospect’s objection to price
Jennifer’s approach is to educate the
client…
Jennifer’s Digital Agent shows:
➜ Show project plan for how we do it
➜ Compares with timeline and higher
risk of competitor’s implementation
David’s approach is to challenge the client
with a question...
David’s Digital Agent asks:
Have you compared our pricing with
similar products in the market?
(Wait for answer)
➜ Show comparison chart
Same Problem ➜ Different Approach ➜ Different Answer
Language models translate your values to action

18. Conversational AI.
Generative AI has redefined what to expect
when we communicate with brands.

19. Conversational AI
The Challenge for Brands
This will profoundly change our lives…
Deploy digital agents
to engage proactively with customers.
Design unique digital agents
to represent your brand voice.

20. Why Your Brand
Needs a Digital Agent
How to prepare for the rise of
Conversational AI as media.
Let’s build the change you wish to see…
Andy Roy, Managing Partner, Improvize, LLC
https://www.improvize.com https://www.linkedin.com/in/anindaroy/
Conversational AI Strategy, Design and Technology