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.
Overview
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
