成为会员时间：2025
Conversational AI and its Engagement Framework
Earned Dec 28, 2025 EST
Advanced Conversation Design
Earned Dec 26, 2025 EST
Conversation Design Fundamentals
Earned Dec 13, 2025 EST
Transform your understanding of customer service with this course on the Customer Engagement Suite (CES) and its powerful generative AI capabilities. You'll start by tracing the journey of contact centers, understanding how they've evolved and where gen AI is propelling them next. Then, you'll gain a deep understanding of the core building blocks within the CES solution, seeing how each component contributes to delivering exceptional customer experiences. The course concludes by exploring the robust business case for CES, along with practical use cases and the various user personas that benefit from this innovative solution.
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.
This course explores the foundational principles of conversation design to craft engaging and effective chatbot experiences that emulate human-like experiences.