A good Conversation Designer ensures that the Intelligent Virtual Assistants (IVA) are always equipped with empathic responses to build a better relationship with the customer. As Michelle Parayill, Senior Conversation Designer at Haptik rightly says, “Empathy is one of the keystones of Conversation Design. It’s important to avoid dry and robotic sounding copy when you’re trying to communicate in an empathetic and humane manner. A simple variation, like saying “I’m listening and completely understand how you feel” as opposed to “ok”, can go a long way.