Toodle
I’m Nate Bishop,
designer of
INSTRUMENTS
FOR
CONVERSATION
Customers will talk. Make it worth their while.
Meeting customers where they are through history's oldest interface—dialogue—is incredibly profound. Delightful conversations are an act of rebellion. Not because they (might) make you smile but because their ease makes you say, "Wow, this is so rare."
Though conversation as an interface is still a nascent concept, the guiding principle should be known to us all: brands need to understand the science of their customers. People need to feel understood, to feel special and adored. It couldn’t be clearer: people will always gravitate toward dialogue.
We’re wired for dialogue.
Why not our interfaces?
54%
of customers use chatbots before making purchase decisions.
320%
is the average yearly return on investment for conversational channels.
90%
of customer inquiries can be solved in 10 messages or less.
Play easy
to get.
Benefits for the business
Many digital experiences are akin to sending customers into an empty store, with no one helping them, and then toiling over dashboards, wondering why they're not staying around. Conversational interfaces certainly save money, but that's where many leaders' ambitions pause. But when your best employee can talk to millions of customers simultaneously and 24/7, cost savings are just the beginning.
Engagement
For the customer
Tap through an app's menu or talk to your neighbor. Through which modality are you best understood? Not only in the moment, but in the future? Conversation as an interface is beautifully people-centric, bringing you answers, completing tasks exactly when you need, and perceiving your needs for many interactions to come.
Consumer intel
Cost savings
Task integration
Convenience
Usability
Conversation design is reinventing relationships.
Speaking for myself.
I couldn’t ask for a more beautiful passion than conversation design.
I'm a conversation design and strategy consultant who partners with pre-IPO to Fortune 100 leaders to tackle their most transformational contact challenges. I share your need for indispensable conversational channels and deliver top-shelf experience, language, product, and organizational solutions.
Often, when we talk about customer experiences, we over-index on technology. This is the wrong approach, as technology alone isn't enough. I fervently believe that when we work at the intersection of the humanities and technology, we create genuinely gravitational experiences.
I discovered my love for the humanities and technology by studying English while working in IT. First, working in the on-campus IT department, then as a solutions consultant for Apple, I saw first-hand how coupling state-of-the-art technology with unlocking creativity truly enriched lives. When you walk into an Apple Store, you immediately connect with someone who will guide you through an experience tailored to your needs. Despite technology being the product, a personable and human experience is the centerpiece.
I further appreciated the humanities and technology while working in my first conversation design role at Drift, where I worked with clients such as Adobe and HPE. I learned how conversation design is the fastest way to create trust and credibility, accelerate journeys, and strengthen the understanding of customers. With Drift, I built sales and marketing chatbots that figured out what B2B buyers needed before they told us, thus generating millions of dollars in new sales revenue.
I later went on to design conversational experiences for Discover Financial Services and then Fidelity Investments, demonstrating how small design wins served as cardinal levers in unlocking substantial results for contact centers. With Discover, I architected a novel approach for topic-level disambiguation to address a persistent challenge for financial chatbots, topic overlap. By working backward from the north star of elevating understanding of the customer—simply ensuring we gracefully handled both generic and detailed inquiries—we saw a 10% improvement in containment. With Fidelity, I was able to take the drive for customer understanding one step further by designing the associate copilot. It consolidated approximately 25 associate tools into a seamless interface for better serving plan participants, nearly eliminating ticket errors and halving AHT for all supported topics.
Conversation designers are rewriting the playbook for how relationships work today. I have a firm conviction that our approach—working backward from natural human dialog to address companies' most transformational contact challenges—is every bit as beneficial for businesses as it is for customers. More so, every day, we live in an on-demand, always-on economy. Because of this, a conversation as an interface is exploding in popularity. It's intuitive and accessible, enabling customers to connect to outcomes in the fastest and most personalized way possible, all while delivering considerable cost savings and revenue generation for businesses.
In a dynamic interaction world, you need a trusted partner who understands dialogue.
I have the design experience, industry knowledge, and resolve for success to help you navigate ambiguity and seize the conversation.
I'm a tenacious conversation designer driven to solve your toughest contact challenges. That means understanding customers' minds, indexing organizational expertise and capabilities, and collaboratively delivering novel solutions.
As a self-starting generalist, I take charge of the entire project lifecycle, from building to launching and optimizing. With a people-first ethos, I ensure collaboration and feedback are integral to every project stage. I serve my clients as a strategic contact and consultant for content strategy, conversational AI subject matter, defect resolution, and engineering + product management alignment.
I've led high-visibility design initiatives across dozens of products, hundreds of team members, and tens of millions of customers, all while producing detailed standards documentation and engaging enablement sessions along the way. From Fidelity's associate copilot delivering dramatic wins in average handling time to Discover's virtual assistant seeing 10% improved containment just from refined disambiguation, I've achieved extraordinary results through the simple north star of seamless conversation.
My clients demand the best. I thrive on that.
$17,200,000
in new revenue and cost savings influenced since 2021.
Reaching milestones with 16 brands and counting.
Projects
Managed intents
Contract renewals
21
1,200
100%
Earnings call bragging rights.
Capabilities
It’s more important than ever for enterprises to deliver cost-effective, personalized conversational experiences at scale. Adopting conversational AI solutions is the most valuable digital transformation that service and marketing teams can make in this decade.
