Chatbots and Conversational Assistants
Most deployed chatbots frustrate customers because they were built around what the system can answer rather than what people ask. This course covers designing conversation flows, handling failure gracefully and knowing when to hand to a human.
Course outline
What this programme covers, module by module.
- 01Why most deployed chatbots frustrate customers
- 02Choosing the enquiries worth automating
- 03Designing flows around how people actually ask
- 04Handling misunderstanding, repetition and dead ends
- 05Handover to a human and preserving context
- 06Integration with the systems holding real answers
- 07Measuring containment, satisfaction and failure points
What you will gain
- Identify the enquiries worth automating
- Design conversation flows around real customer language
- Handle misunderstanding and failure without dead ends
- Set clear handover points to a human agent
- Connect an assistant to the systems that hold the answers
- Measure containment, satisfaction and where it fails
Who should attend
- Customer service and channel managers
- Digital product and design staff
- IT staff implementing assistants
- Contact centre leaders
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 4 Nov 2026 | Pretoria | 3 Days | R13,000 | |
| 16 to 18 Nov 2026 | Durban | 3 Days | R13,000 | |
| 30 Nov to 2 Dec 2026 | Cape Town | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | Johannesburg | 3 Days | R13,000 | |
| 1 to 3 Mar 2027 | London | 3 Days | US$1,500 | |
| 3 to 5 May 2027 | Dubai | 3 Days | US$1,500 | |
| 6 to 8 Jul 2027 | Pretoria | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Artificial Intelligence & Emerging Technology
- Formats
- In-house, public, online
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