Conversational Design is a mixed discipline between design and information-development. It is concerned with how Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) services interact and communicate with people. The goals of conversational design in the contact center are reducing contact transfer/abandon rates, contact hold/handle/resolution times, encouraging self-service, and allowing your agents to focus on more involved contact requirements. Design skills must be tailored to support contacts beyond different cultures and demographics using data to support their immediate needs. This approach provides a friction-less and positive experience.
CloudCookies understands the importance and benefits of conversational design for contact centers. We are able to clearly articulate trade-offs, considerations, and goal-based outcomes unique to your environments, including the nuances associated with providing consistent quality service to diverse demographics, cultures, and needs. Our data-driven benchmarks provide you with an accurate baseline of Word Accuracy, Word Error, Deflection, and Containment metrics critical to building dynamic and personalized experiences which encourage self-service.