In this episode of The Dialogue Architects, the host welcomes Hans Joachim Belz, a senior UX consultant and conversational AI engineer, for a practical discussion on how trust is designed, maintained, and scaled across enterprise conversational AI systems
Trust is not a feature—it’s an outcome of good design, clear intent, and disciplined execution.
In this episode of The Dialogue Architects, we sit down with Hans Joachim Belz to explore what it really takes to design conversational AI systems that users—and organizations—can trust.
Drawing on extensive experience across large enterprises including Deutsche Telekom, E.ON, and DHL, Belz shares lessons learned from building and advising conversational systems in complex, regulated environments.
The conversation covers the evolution of conversational design, the role of UX fundamentals in an LLM-driven world, and how teams can balance innovation with risk management. We discuss why disambiguation and clarifying questions remain essential, how trust differs across text and voice interfaces, and what designers should consider when working with multi-agent architectures.
Belz also reflects on what past technology revolutions can teach us about today’s AI moment—offering a grounded, experience-driven perspective for teams building conversational AI that must scale responsibly.
This episode is essential listening for UX designers, product leaders, and AI practitioners focused on creating conversational systems that are reliable, controllable, and human-centered.
[00:00] Introduction to The Dialogue Architects
[00:07] Meet Hans Joachim Belz: From UX Consultant to Conversational AI Engineer
[00:58] Foundations of Conversational Design
[03:21] The Importance of T-Shaped Skills in UX
[04:33] Challenges and Opportunities with Large Language Models
[06:04] Balancing Risk and Innovation in Conversational AI
[12:57] Disambiguation and the Role of Clarifying Questions
[31:00] Voice vs. Text: Designing for Different Modalities
[35:26] The Future of Multi-Agent Architectures
[37:43] Lessons from Past Technological Revolutions
[39:48] Closing Thoughts and Farewell
Hans Joachim Belz – LinkedIn
Learn more about trustworthy conversational AI at rasa.com
About The Dialogue Architects
The Dialogue Architects is a podcast from Rasa exploring the craft and strategy behind designing conversational AI enterprises. Each episode brings together technologists, designers, and product leaders to unpack how dialogue is built, scaled, and governed in real-world systems.