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Description

Conversational Agent Projects: Scoping, Designing and Measuring

Lead a conversational agent project from the selection of contact reasons through to the monitoring of live conversations

  • 1 day — 7 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

A conversational agent project often begins with a promise of fewer inbound calls. Then the knowledge base proves incomplete, the scope opened up is far too broad, the agent returns answers that miss the point, and the handover to a live advisor forces the customer to explain everything again. The initiative is then quietly set aside.

One day to run the project in the right order: selecting the contact reasons that can genuinely be automated, writing conversation flows and their dead ends, preparing the knowledge base, defining handover rules to a live advisor, and monitoring conversations once the service goes live.

Learning objectives

  • Define the scope of requests to be handled by a conversational agent
  • Assess the expected benefits and the conditions to be met before launch
  • Design conversation flows and handover points to a live advisor
  • Organise the preparation and updating of the knowledge base
  • Monitor conversations to correct responses and extend the scope

What makes this programme different

The scope is decided using the real contact reasons brought by participants
A conversation flow is written during the session, including its dead ends and handover to an advisor
The conversation monitoring framework is built before any solution is selected

Programme

1Scoping the project

Deciding what the agent will handle

  • Analysis of contact reasons and how often they recur
  • Criteria for selecting requests suitable for automation
  • Customer expectations and reputational risks
  • Stakeholders to involve, from customer service to IT

2Designing the conversations

Writing what the agent says

  • Writing question and answer sequences
  • Handling misunderstood requests and dead ends
  • Tone and agent persona aligned with the brand
  • Handover rules to a live advisor and transfer of context

3Going live and improving over time

The real work begins after launch

  • Preparing and keeping the knowledge base up to date
  • Organising the launch and briefing the teams
  • Reviewing conversations and identifying failures
  • Monitoring indicators and gradually extending the scope

Who is it for

Customer service managers · digital project managers · quality managers and customer experience officers involved in a conversational agent project.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.