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Conversational AI is an exciting technology that helps users fulfill their needs faster and helps companies handle user inquiries with lower cost. Conversational AI solutions (often called chatbots) have exploded in popularity, especially since the COVID-19 pandemic. There are many books and blogs on how to get started with conversational AI, but most of these books stop at building your first chatbot and do not describe how to improve a production solution. Many enterprises use this technology so that their customers can self-service on a scale that may be prohibitively expensive or impossible with a human workforce. Unfortunately, a significant proportion of these AI solutions underperform. There have also been plenty of hype and resources on generative AI, including prompt engineering and small demos. However, these are often small-scale in nature, such as proofs of concept and prototypes. There are few resources for maintaining and improving these solutions at an enterprise scale. Generative AI has reignited interest in this space, but it is not a panacea, especially for enterprises offering endto- end task completion. We have delivered many conversational AI solutions to production in the past decade. We have worked with a variety of chatbots: question-answering, processoriented, and routing agents. We have seen the joys and challenges of conversational AI up close. We wrote this book to help you overcome those challenges. Too often, we have seen chatbots treated as a “set-and-forget” solution. We have also seen chatbots get worse through improper or ill-informed maintenance. As conversational AI builders, we love to dig into underperforming AI solutions and bring them up to excellence. As conversational AI consumers, we want to encounter better chatbots in the wild! This book helps conversational AI solution owners and stakeholders learn how to identify and remediate the problems that cause chatbots to fail or not reach their fullest potential. Within these pages, you will find a collection of patterns, strategies, and approaches framed around common pain points that exist in conversational AI solutions.