18
Advanced Conversation Design
18
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.
Course Info
Objectives
- 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.
Prerequisites
Conversation Design Fundamentals
Audience
CAs/CDs, QA, PgMs, Data Scientists, Data Engineers
Available languages
English
What do I do when I finish this course?
After finishing this course, you can explore additional content in your learning path or browse the catalog.
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Interested in taking this course with one of our authorized on-demand partners?
Explore Google Cloud content on Coursera and Pluralsight.
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View the public classroom schedule here.
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