Best practices for designing customer conversations

Gartner research has shown that within just a few years of launch, a high percentage of businesses will abandon their virtual agent applications due to poor user experience and too many friction points.

This is because the way self-service customer conversations is designed matters more than the artificial intelligence (AI) behind it, and even the best-designed virtual agents require care and attention. This handbook from Talkdesk offers advice on how to prevent virtual agent failure with tried-and-tested conversation design principles that can easily be implemented into a virtual agent.

With this handbook, find out why continued monitoring and improvements to a virtual agent can increase customer self-service rates and customer satisfaction, as well as act to reduce interaction handle times and the cost per contact.

Download this ebook to discover:

• How to handle conversation errors and best practices for user authentication.
• How to make user identification and authorization as easy as possible.
• Top tips for behavior modeling, error handling and IVR menu structure.