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17

Advanced Conversation Design

17

Advanced Conversation Design

magic_button Chat
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45 minutes Advanced

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.

Skill badges validate your practical knowledge on specific products through hands-on labs and challenge assessments. Earn a badge by completing a course or jump straight into the challenge lab to get your badge today. Badges prove your proficiency, enhance your professional profile, and ultimately lead to increased career opportunities. Visit your profile to track badges you’ve earned.

info
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
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