# Austin Bedford > AI Conversation Designer | Ex-Salesforce | Recent contracts at Google and Intuit // Connecting humans & AI Location: San Francisco, California, United States Profile: https://flows.cv/austinbedford Conversation Design at Slang AI — helping restaurants make every guest feel taken care of at scale. Hi I'm Austin - I make AI conversations actually feel... human. After 9+ years in UX and 5+ years diving deep into conversational design, I've become fluent in both machine capabilities and human expectations. Think of me as the translator helping these two worlds understand each other better. 💬 What I really do? Transform those robotic "Sorry, I didn't understand that" moments into conversations that feel like talking to someone who gets you. Because let's be honest—nobody wants another frustrating AI experience. I blend linguistics, holistic design thinking, and technical implementation to make every interaction solve a problem while feeling natural and intuitive. 🛠️ My toolbox includes Generative AI, LLMs, NLP, and UX design. But what matters isn't the tech—it's how we use it to respect both what people need and what businesses aim to achieve. I've helped Google Ads Help sound more human, reduced confusion at Intuit QuickBooks by 80%, and supported Slack's integration with Salesforce's ecosystem. 🌐 My Japanese studies and teaching experience in China taught me that communication isn't just about words—it's about getting context right. That's where I come in—making AI conversations feel less like interacting with trending algorithms and collected data, and more like you're connecting with a thoughtful human who genuinely understands your needs. Check out some of my work at: austinbedford.com 🎤 Past Speaking Events Chatbot Conference (11.02.23-11.03.23) Co-hosted a Voiceflow Workshop where we turned theory into practice AI User Group: AI for Designers (08.23.23) Showed designers how to jump into Voiceflow without the fear Mentor Me Collective: Apex (10.06.22) Shared my journey as a panelist (and only slightly embarrassed myself) Pratt University (08.18.21) Explained how to become a Conversation Designer without the usual detours GSV Labs (02.06.19, 06.14.19) Connected the dots between UX and startup applications StreetCode (Multiple Dates 2015-2018) Taught UX Design potential future designers ## Work Experience ### Conversation Designer @ Slang AI Jan 2025 – Present ### Conversation Designer @ Akraya, Inc. Jan 2025 – Jan 2025 Supporting multilingual AI quality assurance and conversation design initiatives, while leading a content framework to standardize communication and improve user experience across enterprise services. ### Conversation Designer @ Akraya, Inc. Jan 2024 – Jan 2025 Drove improvements to Google Ad Help responses by reviewing and refining 435+ Gemini-generated AI outputs. Enhanced clarity, ensured adherence to guidelines, and optimized responses to improve their effectiveness and alignment with user needs. Led advancements in how Gemini communicated personalized signals, such as user roles and account settings. Shifted the focus to illustrating how account details impacted customer actions, creating more intuitive interactions and fostering trust. Analyzed customer engagement through detailed chat transcript reviews, identifying key moments of disengagement. Highlighted areas where the AI experience fell short and recommended actionable changes to improve conversation flow and elevate user satisfaction. Highlights: Collaborating on Gemini’s cutting-edge AI solutions has been a transformative experience. I’ve gained valuable insights into crafting AI-driven interactions that build trust and drive meaningful customer engagement. Working at the intersection of personalization and conversational AI has been incredibly rewarding, allowing me to contribute to innovations in user-centered design. ### Conversation Designer @ Intuit Jan 2024 – Jan 2024 | Mountain View, California, United States Drove an 80% reduction in identified gaps for QuickBooks Online Digital Assistant by auditing and optimizing intents, resolving bank error inefficiencies, and flagging hardcoded intents. Led conversation design improvements by standardizing thousands of intent descriptions, solidifying taxonomy patterns, and documenting best practices for the 2024 CxD strategy. Highlights: Working on the QBO Digital Assistant team was truly inspiring. I gained insights into entrepreneurs' needs and the crucial role of efficient AI-powered support at Intuit. Contributing to significant improvements in Digital Assitsant's performance, I explored conversation design strategies in this exciting era of hybrid GenAI solutions. ### Product & Conversation Design Senior @ Salesforce Jan 2022 – Jan 2023 | San Francisco, California, United States Explored Einstein Bot Builder-powered chatbots with the MuleSoft product team with the potential to transform API connection/automation services for businesses. Highlights: Researched and experimented with conversational experiences in Mulesoft (RPA/Composer), utilizing natural language processing to create Einstein bot-powered chatbots to improve customer service, reduce support costs, enhance customer awareness of billing and updates, and potentially incorporate Slack experiences. ### Conversation Designer Senior @ Salesforce Jan 2021 – Jan 2022 | San Francisco, California, United States At Salesforce, I worked closely with peer CAI designers and the product team to develop company-wide guidelines and patterns for Salesforce bots, as well as Slack Standards to ensure seamless integration into existing workflows. These efforts added significant value to the $27.7B acquisition. Highlights: • Led three teams in enhancing cloud Slack integration interactions: (1) Streamlined access to data in Marketing Cloud, (2) Implemented conversational interfaces to improve inventory management in Commerce Cloud, and (3) Optimized CMS reporting and article search in Experience Cloud. • Spearheaded Salesforce's company-wide training with CDI week on core Conversation Design principles, empowering teams to work more closely with their conversation designers and improving potential adoption to around 400+ colleagues. • Led system personality guidelines for Salesforce bots, ensuring consistency in voice, tone, register, and inclusivity for all users and resulting in a more cohesive user experience. ### UX Designer - Conversation Designer @ Stanford University, Hoover Institution Library & Archives Jan 2017 – Jan 2020 | Stanford, California As UX Designer, I redesigned the information architecture, which effectively organized the navigation system that provided easy access to archival records, content services, and offerings. Additionally, I was responsible for creating assets such as banners and content summaries and making front-end CMS edits. Highlights: • Led redesign for Hoover Institution Library & Archives at Stanford, creating a system that organizes the library’s 1 million+ archival records, content services, and offerings. • Designed a guided experience for visiting researchers to find logistic & planning resources, helping them focus on advancing their research. • Collaborated with multiple departments to build iterative wireframes to address challenges for the exhibition space, library space, and special workshops. • Created a chatbot to reduce incoming commonly asked questions, with the potential to speed up the reservation process and communicate Reading Room procedures during the pandemic. ### UX Designer @ Expose Jan 2020 – Jan 2020 | San Francisco Bay Area Collaborated with team to design an app enabling people to report acts of violence, learn safety education, and access multiple support channels. ### Conversation Designer @ PagersDirect Jan 2020 – Jan 2020 | Vineland, New Jersey, United States • Developed linear flows for IVR system through Dialogflow Telephone Gateway to assist customer pager-related needs. • Successfully transferred and integrated optimized call flows from the previously defunct CallJoy service to Dialogflow, significantly improving the IVR system's functionality and overall performance. ### Product Designer @ ulta.io, inc. Jan 2019 – Jan 2020 Collaborated with product owner, design and development team in a startup environment to produce prototype applications using Figma and Bubble app for visual programming. Created enterprise prediction tracking software and cybersecurity dashboard prototype. ### UX Designer @ Hirekind Jan 2017 – Jan 2018 | San Francisco Bay Area Led the research and design for a startup that helps companies implement diversity-focused hiring practices. Facilitated meetings and design workshops to help startup decide amongst 3 product directions. ### Product Designer @ FilmHero Jan 2017 – Jan 2017 | San Francisco Bay Area Collaborated with product owner, design and development team in an agile environment to create a platform that helps indie filmmakers release, publish and distribute independent films to theaters and online. Applied best design practices based on 3 primary personas to streamline the information architecture, user flows and onboarding experience, resulting in reduced steps and increased user engagement. Designed wireframes for backend dashboard, consumer eCommerce video streaming pages, and administrator dashboard. ### Frontend Web Developer @ ROUGH HOUSE • San Francisco Jan 2017 – Jan 2017 | San Francisco Bay Area Built website for local production company to promote their post-production projects with a team using HTML, CSS, Bootstrap and Git with Ruby on Rails for version control. ### User Experience Designer @ DESIGN EQUATION LTD Jan 2016 – Jan 2016 | San Leandro, CA Delivered an MVP service that builds trust, encourages engagement and builds a community of retirees pursuing success after their careers. I researched the needs of target users going through retirement life transitions, the competitor landscape and then crafted a peer-generated solutions product experience based on user insights. Applied: User research, wireframes, visual design, and creating the minimum viable prototype (in the Invision App), and user testing. ### User Experience Designer @ Caruma Cam Technologies Jan 2015 – Jan 2015 Informed App’s primary feature set by conducting research with in-person interviews and 60+ survey respondents about automotive technology. I also validated startup concepts through extensive wireframes, mobile paper prototypes, and usability testing. ### IT Data Analyst @ Stanford University School of Medicine Jan 2015 – Jan 2015 | Stanford, CA • Reported the statuses of devices throughout the School of Medicine to improve the data security and the end-user experience. • Resolved non-technical request such as reporting, gathering detailed client information to ensure quick response times and assist in prioritizing the queue. • Designed promotional tools to spread awareness of IT and field support services available within the Stanford School of Medicine. • Produced documentation for new on-boarding staff and simple initial setup guides for the heavily used software/services. ### ESL Instructor @ Pattison English Jan 2012 – Jan 2013 | Shenyang, Liaoning, China • Educated ambitious students abroad bound about western culture, ethics, etiquette, and opportunities. • Taught English to Chinese students from ages as young as 3 and as old as 65 years old. • Encouraged high school students to take initiative by researching their future schools and prospective colleges. • Crafted unique 1-on-1 student curriculum for students preparing to enter high school and universities in western countries. • Improved corporate client's verbal and written communications with affiliate offices outside of China. • Prepared numerous students to take the IELTS, TOEFL, and CET. • Assisted students to prepare for interviews regarding admissions and visas. ### Coding Support Specialist @ Palo Alto Medical Foundation Jan 2009 – Jan 2011 | Sunnyvale, CA • Prepared, distributed and edited up-to-date coding documentation to about 1,400 physicians. • Managed all ordering, request and mailing of manuals, supplies for department of 32 coding analyst. • Produced, edited, and uploaded various spreadsheets, PDFs and other documents to assist management to recover lost revenue. • Recovered over $86,000 of unaccounted radiology charges. • Collaborated with coding auditors using medical database software to correct erroneous charges and increase reimbursement. ### Managed Care Assistant @ Palo Alto Medical Foundation Jan 2007 – Jan 2009 | Sunnyvale, California • Processed weekly bundles of claims by classifying, filing and mailing patient healthcare claims for Managed Care department. • Billed a high volume of outstanding claims in medical software to notify patients of approved and denied claims. ## Education ### Bachelor's Degree in Japanese Language and Literature San Francisco State University ### Bachelor’s Degree in Japanese Language and Literature Kyoto University of Foreign Studies ### User Experience Design Immersive in User Experience Design General Assembly ### Front-End Web Development Thinkful ## Contact & Social - LinkedIn: https://linkedin.com/in/austinbedford - Portfolio: https://www.austinbedford.com/ --- Source: https://flows.cv/austinbedford JSON Resume: https://flows.cv/austinbedford/resume.json Last updated: 2026-04-13