The major intelligent agent platforms have converged on terminology involving intent identification and entity extraction, yet use different conversational models to describe behavior. Learn how these conversational models differ and which go beyond hard-coded conversation flows of “happy path” dialogues to model conversational phenomena such as follow-up questions, changes of topic, out-of-scope utterances, and other types of edge case. What are the desiderata for intelligent conversational agents?

There are many potential points for failure within both the chatbot experience as well as in the context transfer to and from chatbots. Learn how to assemble a strategy for a robust bot quality assurance program, including taming the complexities of multichannel bot test automation, using bot training data to train your test script development, testing with a checklist of failures and degraded experience, and coordinating developer and vendor unit testing with expansive outside-in CX assurance.