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Certified Specialist

Conversational 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.

See Course Dates

  • Design successful conversations
  • Apply automation as part of consumer engagement
  • Use bots to identify intent
  • Understand the process of 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.

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

    • Describe the importance of persona and brand voice for conversations
    • How to implement the conversational building blocks in conversational design
    • Analyze conversations from bots as well as human agents
    • Determine and prioritize intents for automation

Prerequisites

  • You are part of the team that looks after conversational design for your LiveEngage program
  • You have attended the Certified Messaging Foundation course
"I discovered the appropriate tools to optimize the messaging programs in our enterprise. The classes structure makes learning easy and fun and the after course material helps me develop new skills and knowledge.”


Find a date and location that suits you

  • LivePerson Uk Ltd (Reading)
    November 28-29
  • LivePerson UK Ltd (Reading)
    January 16-17
  • LivePerson UK Ltd (Reading)
    February 13-14
  • LivePerson UK Ltd (Reading)
    March 19-20
  • LivePerson USA Ltd (Atlanta)
    March 5-6

Course Duration: 2 days

Didn’t find the course date or location you’re looking for?
Contact us to register your interest.

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