This white paper stresses the importance of conversation design in conversational AI and IVR systems to create intuitive, human-like, and effective customer interactions. It advocates a user-centered, data-driven, and iterative approach, leveraging cognitive psychology, linguistics, and behavioral economics to enhance engagement, personalization, and empathy. Ethical considerations ensure privacy, fairness, and inclusivity. Case studies in retail, healthcare, and banking show improvements in handle times, intent recognition, containment, and authentication. Future trends include multimodal interfaces, emotional intelligence, AR/VR integration, and real-time personalization to elevate customer experience.

Join for free to read