17
Advanced Conversation Design
17
Advanced Conversation Design
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.
Informations sur le cours
Objectifs
- 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.
Prérequis
Conversation Design Fundamentals
Cible
CAs/CDs, QA, PgMs, Data Scientists, Data Engineers
Langues disponibles
English