S5 Ep2: Joel Bailey – The Role of AI in Social Media Management

My guest in this episode is Joel Bailey, product and service director at Arwen.ai, a four-year-old marketing technology startup that uses AI to help brands to manage and moderate their social media comments at scale.

Joel brings 25 years of experience working in service design roles, leading change and building new stuff for a diverse range of organisations. We talked about his journey into Service Design, Service Design and AI, navigating AI and social media, the future of design and much more.

Note: Given the fast pace of developments in AI, I should point out that we recorded this in June 2025. I had a big backlog...

Timestamps00:00 Introduction to Service Design and AI

04:50 The Journey to Service Design

10:00 Understanding Service as an Outcome

15:08 The Role of AI in Social Media Management

20:11 Challenges of Moderation on Social Media

25:32 The Evolution of Business Models

26:36 The Role of AI in Startups

29:13 Navigating AI and Content Moderation

30:20 Understanding AI Bias and Ethics