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Advanced Conversation Design

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Overview

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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.

Syllabus

  • 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

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