Conversational AI is reshaping mobile interactions, but real-world risks—like the recent ChatGPT wrongful death case—underscore the stakes for brands. Poorly designed AI experiences can erode trust, frustrate users, and drive churn. For mobile-first companies, telcos, and CPaaS providers, the challenge is not just technical—it’s financial: messaging missteps can hit retention, reduce engagement, and limit revenue opportunities.

This episode of Perspectives in Mobile features Riccardo Amati interviewing Conversive’s Pooja Kashyap, conversational AI strategist and storyteller. Together, they explore how mobile brands can design messaging flows that safeguard users, reduce friction, and ultimately drive measurable business results.

Amati and Kashyap focus on actionable strategies for mobile ecosystem leaders: designing high-stakes conversations (fraud alerts, service disruptions, healthcare onboarding), leveraging the Intent-Emotion-Action framework to guide user behavior, and optimizing emotional arcs—clarity, confidence, closure—to reduce churn and increase conversions. They also highlight RCS best practices, multi-channel orchestration, and how companies can transform messaging from a cost-center channel into a monetizable relationship layer that drives long-term loyalty.