Conversation Design Online Course
After completing this course, you will be able to write natural dialogue for chatbots and voice assistants using the conversation design process.
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This is what you will get
- More than 40 video lectures
- New lectures will be added regularly
- Examples and hands-on advice
- Quizzes to test your knowledge
- Downloadable templates and canvases
- Final exam to earn your accreditation
- An official LinkedIn certificate
- Membership of the Robocopy Alumni Network
Enroll as a team
Teams have more fun. Get in touch to discover the benefits of team enrollment. If you already have a team working on conversational experiences, then team enrollment is for you.
- Group discount
- Grow your team
- Office hours (optional)
- On-site workshops (optional)
As a group, you might be interested in our enterprise solution as well.
There you also enjoy things like
- Integration with your in house e-learning platform
- Branded lectures and course material
- Ongoing coaching and support
- Full access to the latest research
Teams like yours are already reaping the benefits
Robocopy has been leading the market in terms of converging a whole new genre of conversational design skills
Martin Hill Wilson, Brainfood Consulting
What you will learn
Understanding the field
You will get a grip on this emerging field and learn how organizations can benefit from chatbots and voice assistants. You will understand the psychology behind conversations, and more importantly, how technology, psychology, and language work together in conversation design.
Perform the Conversation Design Process
Good conversation design starts with an extreme human-centric process. With respect for the technology and business operation, you'll learn how to craft a bot persona that delivers value to both the user and the organization. You'll learn how to create sample dialogues that resonate with users and give them a good experience. You'll learn to systematically make your dialogues better using expert rewrite sessions and Wizard-of-Oz testing. And finally, you'll learn to create a deliverable with copy for intent recognition, edge cases and repair flows.
Apply conversational copywriting techniques
Learn the copywriting techniques that are essential to create dialogue that sounds human instead of robotic. Learn how to write prompts and use discourse markers to minimize the cognitive load of your user. Understand when to use explicit and implicit confirmations and write repair prompts for situations in which the bot can’t make sense of the user’s input. Make your conversations humanlike by applying tapering, variety, and other techniques that we as humans use all the time.
Voice and chat
In this course you'll learn how to work voice first. This is similar to how visual designers work mobile first to make sure their designs work across all devices. Working voice first ensures that your conversations work across all platforms, for both chatbots and voice assistants.
As conversation designers, it's valuable to able to work across all platforms and with all technologies. We work closely with tech partners to make sure that you're trained to work with all systems. After this course, you'll know how to navigate their respective requirements and limitations, both current and potential.
Interesting and useful to dive into the world of conversation design. I discover more and more that it really is an expertise. The video lectures are easy to follow and the method very applicable to use on the job right away.
Dewi, Manager Digital Service
We'll constantly update the latest cheat sheets, canvases and process flows.
- Conversation Design Canvas
- Bot Persona Worksheet
- Conversation Design Process
- Template for your deliverable
- Template for conversation design flowcharts
Hans van Dam is co-founder of Robocopy and the Conversational Academy. His goal is to develop and promote the role of the conversation designer. He develops curriculum for the Conversational Academy, lectures at multiple universities, and speaks often at conferences around the world.
I just landed my next job for a chatbot implementation. Thanks in part to your training, I have been able to convince them, thank you!
Sander, Chatbot Implementation Specialist at ChatFlow
StartThe Conversation Design Process (8:03)
StartExplore tech (10:27)
StartExplore Operations (7:07)
StartIdentify User Personas (6:47)
StartWhy Create a Bot Persona? (8:51)
StartHow to Create a Bot Persona (17:46)
StartChatting Style (5:06)
StartIdentify Use Cases (6:00)
StartConversation Design Canvas (4:36)
StartSetting the Scene (4:30)
StartUser Needs (7:31)
StartBot Needs (9:09)
StartSample Dialogue (15:05)
StartExpert Rewrite (6:05)
StartWizard of Oz Testing (7:10)
StartIntent Recognition (7:07)
StartLong Tail (6:33)
StartRepair Flow (11:55)
StartHow to Write Prompts (10:16)
StartHow to Write Bot Introductions (14:00)
StartExplicit & Implicit Confirmations (12:12)
StartPrompt Verbosity (4:44)
StartWrite User-Centric (2:59)
StartJenga Technique (6:55)
StartDiscourse Markers (5:31)
StartError Handling (1:45)
StartHow to Present Lists (9:52)
StartAdd Variety (4:36)
StartNo Input (7:53)
StartNo Match (7:47)
StartTask Failure (6:53)
Highly recommended! With this course you will be trained to be a professional Conversation Designer. You will learn all the ins and outs of this new field in a playful way, with many practical examples.
Willem, Conversation Designer