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Conversation Design Best Practices: Enterprise for Customer Support
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About the talk

Want to make your customer support chatbot natural and helpful in conversation with a customer? Salesforce UX is excited to give you a crash course in Conversation Design for English speakers using the Einstein Bot Builder. This presentation provides a checklist that optimizes your dialogs to meet customer expectations for chat based on Linguistics, and demonstrates which tools in the Einstein Bot Builder make the process quick and easy.

00:00

00:45 About speaker

02:55 Background

05:20 The role of trust

05:35 Data

07:11 The main goal

07:25 Canonical structure

09:41 Step 1

11:16 Step 2

12:39 Step 3

14:50 Step 4

16:40 Step 5

21:55 Step 6

23:22 Step 7

25:30 Step 8

26:20 Connecting

28:05 About Salesforce

About speaker

Greg Bennett
Director of Conversation Design at Salesforce

Linguist by training, Conversation Designer by trade. Passionate about analyzing language in practice to illuminate user ideologies about experience and design conversation with purpose.

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All right. Good morning. Everyone. Thank you for joining me today. This is conversation is on best practices for Enterprise customer support. My name is Greg Bennett, and I'm conversation. Design principles Salesforce where I found it and lead the conversation design practice for our company. Today. I'm going to cover. Basically what are the best practices that I have found to be extremely useful in designing a conversation, that is natural and helpful for users particularly at the Enterprise level for the customer support. Use case. My academic background is in linguistics on particularly

nerdy about all things Converse. Jason, especially conversation through text. For those of you who don't know. Me. My sort of intro into Linguistics was really through on online, break up with someone. I actually broke up with me over IM chat and I knew it was coming and that was how I essentially realized. Okay, if I can understand through Linguistics, how I was able to feel the distance, feel the sort of coldness that was coming through chat. Then, you know, we can understand what sort of language mechanisms make that possible since then, I've taken those findings

and transform them into a design techniques, whereby if we know which language aspects to essentially manipulate or enhance, our leverage to be able to affect our relationship. Meaning, our relationship signals the other user without a face, without our voice, without our body.

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February 4 - 5, 2021
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ai, application, bot, chatbot, conversation, data, design, healthcare, ml

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