17
Advanced Conversation Design
17
Advanced Conversation Design
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In this course, you will learn the advanced conversational design principles for both the Voice and Caht channels to craft engaging and effective end-to-end experiences that emulate human-like interactions.
Course Info
Objectives
- Understand how to differentiate between chat and voice conversations.
- Review of the writing process for creating conversation scripts.
- Identify communicative acts and explore the concept of TCUs.
- Learn how to evaluate basic and complex closing sequences.
- Understand how to analyze escalations to live agents and their various types.
- Learn the best repair techniques for voice and chat agents and strategies for holding long pause.
- Understand the different types intonation according to question type.
Prerequisites
Conversation Design Fundamentals
Audience
CAs/CDs, QA, PgMs, Data Scientists, Data Engineers
Available languages
English