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CERTIFIED SPECIALISTConversational Design

Conversational Design is about helping the consumer navigate the conversation. This course will give you the tools to evaluate and optimize the conversations in order to provide the best resolution. It helps you to understand the theory and processes behind conversational design as well as the practical application. Determine the intent and decide how this intent will benefit from being dealt with by automation or the bot/human tango.

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By the end of this course, you will be able to…

Design successful conversations

Including implementing the conversational building blocks in conversational design

Apply automation as par of consumer engagement

Including determining and prioritizing intents appropriate for such automation

Use bots to identify intents

Including how to analyze conversations from bots as well as human agents

Understand the process of conversations

Including how to describe the importance of persona and brand voice for conversations

Your course instructor

Martin Greenaway

Martin is an experienced IT professional with a strong technical and analytical background gained from working with blue-chip financial, commercial and public-sector organizations in both the UK and Australia. With experience in Software Development, Business Process and Learning Management Systems, Martin bridges the communication gap between business and technology professionals to create functional solutions to real-world problems.

Prerequisites

  • You are part of the team that looks after conversational design for your Conversational Cloud program

Start the self-paced course at any time that is convenient for you.

Course Duration: The self-paced e-learning course can be completed in 2 days or spread across a couple of weeks. The maximum duration is 30 days from start.

Any further questions we can help you with?

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