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17

Advanced Conversation Design

17

Advanced Conversation Design

magic_button Chat
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45 minutes Avancé

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.

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info
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

La puissance des ateliers challenge

Vous pouvez désormais obtenir un badge de compétence sans avoir à suivre l'intégralité du cours. Si vous êtes sûr de vos compétences, passez directement à l'atelier challenge.

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