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.

• Differences between chat and voice conversations
• Differences between chat and voice conversations
• Differences Between Chat and Voice Conversations Quiz
• Writing process in creating conversation scripts
• Writing process in creating conversation scripts
• The Beginning of the Interrogative Series
• The beginning of the interrogative series
• Closing Sequence
• Closing sequence
• Closing Sequence Quiz
• Escalations to Live Agents
• Escalations to live agents
• Guardrails to Keep Conversation Flowing
• Repair techniques for voice agents
• Handling long pauses
• Guardrails to Keep Conversation Flowing Quiz
• Intonation
• Connecting speech
• Intonation for questions
• Intonation Quiz
• Additional Resources
• Additional Resources
• Your Next Steps
• Course Badge