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.
Informações sobre o curso
Objetivos
- 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.
Pré-requisitos
Conversation Design Fundamentals
Público-alvo
CAs/CDs, QA, PgMs, Data Scientists, Data Engineers
Idiomas disponíveis
English
O que eu faço quando terminar o curso?
Ao final do curso, você pode navegar pelo conteúdo complementar do programa de aprendizado ou conferir nosso catálogo.
Quais selos eu posso ganhar?
Ao terminar um curso, você receberá um selo de conclusão. Os selos são exibidos no seu perfil e podem ser compartilhados nas suas redes sociais.
Tem interesse em participar desse curso com um dos nossos parceiros?
Confira o conteúdo do Google Cloud no Coursera e no Pluralsight.
Prefere aprender com um instrutor?