Dialogue Design: How To Bring Empathy To AI

Despite relentless hype about the technology, CCW Digital research reveals that customers are still rejecting AI-powered self-service. The reason is simple: they do not feel understood.

When interacting with chatbots, intelligent IVRs, and AI agents, consumers find it exceedingly difficult to address their issues in a way that feels natural. They simply do not feel the bots understand them and are left to settle for impersonal, unclear responses devoid of context and humanity.

With customers expecting convenient service on their own terms and nine-in-ten contact centers looking to grow self-service adoption, it is time to address this issue. It is time to design conversational self-service experiences that reflect a true understanding of your customers, deliver valuable resolutions, and cultivate real relationships.

In this webinar recording, we dive deep into the art of dialogue design. You’ll learn how to craft and deploy AI agents that can actually understand and support customers, leading to more effective self-service and smoother escalations to live agents.

Topics include:

• Research on what customers want – and don’t want – from self-service
• Common linguistic mistakes that hurt self-service adoption and brand reputation
• Keys to designing effective dialogue that delivers efficient and empathetic self-service
• Insight into the future of conversational AI agents, and how they can work collaboratively with your human representatives