Conversation Design 101: Tips, Templates, and Best Practices

2 min read
Nhu Ho
Authors name: Nhu Ho January 6, 2023

Human dialogues are dynamic and sophisticated in nature. Customers might reply to a question with another question, and conversations can move back and forth between topics. To make matters more complex, user responses may contain variables that your virtual agents aren’t prepared for.

A robust Natural Language Understanding engine is essential for accurately capturing customer intent in the full context. But it’s only one part of the equation. Creating a conversational experience that is fluid and intuitive while being able to handle errors gracefully depends even more on the execution logic behind it.

Our latest three-part CAI best practice series provides practical conversation design tips and pre-built flow templates that you can use in your next project to create positive and engaging customer interactions with Cognigy.AI.

👉 Universal Skills for Voice and Chat
11 fundamental capabilities that will bring more dimensions to your virtual agents and improve the user experiences.

👉 Avoid Customer Frustration
How to implement an escalation strategy to tackle misunderstandings and complex customer queries and steer clear of conversation dead-ends.

👉 Get the Conversation Going
How to address multiple customer needs and inquiries in a single interaction and end the conversation on a high note.


Looking to advance your conversation design skills? Check out our Conversation Design course, where you will delve deeper into the anatomy of conversation linguistics and user psychology, as well as leading principles that are applicable to every conversational interface.