workshop

With all the amazing developments in conversational AI, it's more important than ever to ensure you're delivering the best experience possible to your customers. But how do you bridge the gap between automated and human interaction? How can traditional and human-first teams thrive in a world that includes or is set to include chatbots, automated support and conversational AI?

This workshop gives you and your team clear action plans and you'll develop a clear approach to balancing automated and human conversations. Using the Danko Customer Conversation Canvas, you will build the right approaches to drive automated and human conversations that succeed.

Topics covered:

• Automation Developments
  • Impact of automated conversations on processes and journeys
  • What do bots bring to customer and conversation?
    • AI, automation and Generative AI
    • Customer approach towards automated conversations
• Introducing the Customer Conversation Canvas
• The Anatomy of a Conversation
  • How to manage the experience
    • Customer experience
    • Brand experience
    • Agent experience
• Identifying Metrics and Setting Targets
  • Opportunities and Issues with current metrics
    • Using metrics and measures to your advantage
    • Impacting performance against KPIs
    • Metrics, KPIs and the true measure of success
  • Impact of metrics on the intent resolution
• Automation and Workforce Management
• Understanding the Resolution Journey
• Managing the Agent Capability to Help their Customers