Tips and Tricks: Creating Chat Syms

This week's Tips & Tricks sessions focused on creating effective Chat Syms for training purposes. Our host, Jamie Leckband, explored how Chat Syms, which simulate back-and-forth text conversations, can be used in different scenarios. Using examples, we discussed how to create a Chat Sym in our SymTrain platform and how to increase the difficulty once the agent is familiar with the script.

Key Takeaways

• Types of Chat Syms: There are two main types: standard back-and-forth text chats and visual chat simulations that include screen navigation for more complex tasks.
• Use Cases: Chat Syms are ideal for:
  • Replicating real-world chat conversations,
  • Chat Support
  • Teaching email etiquette
  • Reinforcing lessons learned in audio conversations.

• Creation Methods: Chat Syms can be created by uploading scripts or by using AI-generated conversations, offering flexibility in development​.
• Scalability: Once developed, Chat Syms can easily be scaled to meet different agent proficiency levels, from beginner to advanced, by layering in additional coaching and feedback​.
• Reinforces Learning: These tools help agents practice written communication in a structured environment, improving skills in email etiquette, chat responsiveness, and handling written inquiries​.

If you missed something or want to revisit the session, check out the full session video: