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.
课程信息
目标
- 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.
前提条件
Conversation Design Fundamentals
受众
CAs/CDs, QA, PgMs, Data Scientists, Data Engineers
支持的语言
English