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This module explores the differences between chat and voice conversations.

","steps":[{"id":"533831","prompt":null,"isOptional":true,"activities":[{"id":"526718","href":"/paths/371/course_templates/1106/video/526718?locale=id","isLocked":false,"duration":121000,"title":"Differences between chat and voice conversations","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"533832","prompt":null,"isOptional":false,"activities":[{"id":"526719","href":"/paths/371/course_templates/1106/quizzes/526719?locale=id","isLocked":false,"duration":300000,"title":"Differences Between Chat and Voice Conversations Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"77265","title":"Writing process in creating conversation scripts","description":"

This module explores the process of crafting natural, human-like conversation scripts.

","steps":[{"id":"533833","prompt":null,"isOptional":true,"activities":[{"id":"526720","href":"/paths/371/course_templates/1106/video/526720?locale=id","isLocked":false,"duration":79000,"title":"Writing process in creating conversation scripts","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"77266","title":"The Beginning of the Interrogative Series","description":"

This module will improve your understanding of a two way communication between a virtual agent & and a customer by exploring communicative acts, adjacency pairs, and turn constructional units or TCUs.

","steps":[{"id":"533834","prompt":null,"isOptional":true,"activities":[{"id":"526721","href":"/paths/371/course_templates/1106/video/526721?locale=id","isLocked":false,"duration":655000,"title":"The beginning of the interrogative series","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"77267","title":"Closing Sequence","description":"

This module explores the natural process of closing a conversation between a human agent and a customer as well as the difference between basic and complex closing sequences.

","steps":[{"id":"533835","prompt":null,"isOptional":true,"activities":[{"id":"526722","href":"/paths/371/course_templates/1106/video/526722?locale=id","isLocked":false,"duration":310000,"title":"Closing sequence","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"533836","prompt":null,"isOptional":false,"activities":[{"id":"526723","href":"/paths/371/course_templates/1106/quizzes/526723?locale=id","isLocked":false,"duration":300000,"title":"Closing Sequence Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"77268","title":"Escalations to Live Agents","description":"

This module explores how a virtual agent can gracefully transfer a conversation to a live agent once all available options for self service containment are exhausted.

","steps":[{"id":"533837","prompt":null,"isOptional":true,"activities":[{"id":"526724","href":"/paths/371/course_templates/1106/video/526724?locale=id","isLocked":false,"duration":117000,"title":"Escalations to live agents","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"77269","title":"Guardrails to Keep Conversation Flowing","description":"

This module explores how to optimize the conversation flows by covering the most effective methods for repair and long pauses handling.

","steps":[{"id":"533838","prompt":null,"isOptional":true,"activities":[{"id":"526725","href":"/paths/371/course_templates/1106/video/526725?locale=id","isLocked":false,"duration":246000,"title":"Repair techniques for voice agents","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"533839","prompt":null,"isOptional":true,"activities":[{"id":"526726","href":"/paths/371/course_templates/1106/video/526726?locale=id","isLocked":false,"duration":142000,"title":"Handling long pauses","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"533840","prompt":null,"isOptional":false,"activities":[{"id":"526727","href":"/paths/371/course_templates/1106/quizzes/526727?locale=id","isLocked":false,"duration":300000,"title":"Guardrails to Keep Conversation Flowing Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"77270","title":"Intonation","description":"

This module explores the intonation patterns normally used by humans during their conversations for a smoother, more connected conversation.

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This module includes the list of additional resources that complement the course learning.

","steps":[{"id":"533844","prompt":null,"isOptional":true,"activities":[{"id":"526731","href":"/paths/371/course_templates/1106/documents/526731?locale=id","isLocked":false,"duration":1800000,"title":"Additional Resources","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"next-steps","title":"Langkah Anda Selanjutnya","description":null,"steps":[{"id":"badge-step","prompt":null,"isOptional":true,"activities":[{"id":"badge","href":null,"isLocked":true,"duration":null,"title":"Badge Kursus","description":null,"type":"badge","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":true}]

Google Cloud Skills Boost

17

Advanced Conversation Design