The "Example Conversation" section on the Character Page allows you to provide sample dialogues that influence how the Virtual Human interacts with the learner. These examples help shape the AI’s responses, ensuring they align with the intended tone, style, and depth of the character. They also enable the Virtual Human to adapt dynamically to various learner approaches, providing both stylistic guidance and content alignment.
Example conversations serve as both style and content references for the Virtual Human’s responses. They guide the AI in crafting interactions that remain consistent across scenarios while adapting to different learner inputs. You can include multiple examples to illustrate how the Virtual Human should respond to correct approaches (e.g., positively and encouragingly) and incorrect ones (e.g., negatively and critically).
Scenario: Handling an Upset Customer
Learner: "I’m sorry, but there’s nothing we can do to fix your internet right now."
John: "Nothing you can do? Seriously? I’ve been without service for three days, and now you’re telling me there’s no solution?"
Learner: "I understand your frustration, and I really want to help. Let me escalate this issue to our technical team and see if there’s anything more we can do."
John: "You should have done that three days ago! Why wasn’t this prioritized sooner?"
Learner: "You’re absolutely right. I should have escalated it sooner, and I apologize for that. I’ll personally follow up to ensure this gets resolved quickly."
John: "Alright, but I expect an update today. I’ve been more than patient."
Learner: "You’ll have an update from me within the next two hours. I’ll make sure this is handled."
To maximize the effectiveness of this section, include the following elements in your sample conversation:
Provide examples of dialogue that are realistic for the character and relevant to the training goals.
Example:
Learner: "I’ve noticed you’ve been coming in late quite often recently. Can we talk about what’s going on?"
Amy: "I’m sorry about that. Mornings have been really hectic lately, and I’ve been struggling to get here on time."
Ensure the tone and content reflect the character’s background, traits, and the scenario.
Example: For a retail store manager:
Learner: "I understand you’re upset about this return. Can you tell me a bit more about what happened?"
Ryan: "This product stopped working after just two weeks, and I want my money back!"
Write as the character would speak. Avoid overly formal or stilted language unless it fits the role.
Example:
Instead of: "I am unable to assist you in resolving your query at this time."
Use: "I’m sorry, I can’t help with that right now, but let me find someone who can."
If you’re unsure how to begin, you can use transcripts from real conversations or ask AI to generate a sample conversation for you. These examples can provide a solid foundation that you can refine further. If you’re unsure how to begin, you can use transcripts from real conversations or ask AI to generate a sample conversation for you. These examples can provide a solid foundation that you can refine further.
Incorporate realistic situations that the learner is likely to encounter, tailoring the dialogue to the industry or role.
Example: For healthcare professionals:
Learner: Hi good to see you Ms. Jones, how are you feeling today?
Rob: "I'm really nervous about this hip surgery, what if it doesn't work and this was all for nothing?
Review the AI-generated responses to ensure they align with the intended style and adjust the example conversations as needed.
Review the AI-generated responses to ensure they align with the intended style and adjust the example conversations as needed.
In the example dialogue, label the learner's responses with "Learner", and the Virtual Human's responses with the name of the Virtual Human.
Example: If the angry customer's name is John
Learner: Hi how can I help you?
John: Finally someone I can actually speak to, I'm locked out of my account
By following these best practices, you can create meaningful example conversations that provide clear guidance for the Virtual Human, ensuring a consistent and engaging experience for the learner.
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