ElevenLabs Conversational AI – designing and implementing chatbots and conversational agents

Training process

Training needs analysis

If you have specific requirements regarding the training programme, we will carry out a training needs analysis for you. This will guide us on which aspects of the programme should receive greater emphasis, so that the training programme meets your specific needs.

What will you gain?

Design an agent from scratch - You will learn how to turn a business goal into a working ElevenLabs agent, from conversation scope and persona to dialogue flows, knowledge sources, testing, and safe deployment.

Configure your own bot - You will build a text, voice, or hybrid agent yourself, set the language and tone, define system instructions, and adjust key settings needed to run your first realistic tests.

Write stronger instructions - You will learn how to create system prompts that clearly define the agent’s role, limits, and response style, so conversations stay consistent, controlled, and genuinely useful.

Build a reliable knowledge base - You will learn how to structure FAQs, offers, policies, and procedures so the agent can use company materials accurately, deliver precise answers, and stay easy to maintain.

Design practical conversations - You will learn how to guide users toward an outcome, collect key details, handle vague questions, and hand the conversation over to a human when the bot should stop.

Create a better voicebot - You will understand the differences between text and voice interactions, choose a voice that fits your brand, and tune pace and naturalness for clear, professional calls.

Connect the bot to workflows - You will see when to use webhooks and tools like Zapier, Make, or n8n so your agent can pass data, create tickets, book appointments, and confirm completed actions.

Improve quality and safety - You will learn how to test difficult questions, review conversations, refine prompts, and reduce the risk of wrong answers or inappropriate data handling in production.

Training programme

1. Introduction to chatbots and conversational agents in ElevenLabs

what distinguishes a classic chatbot from a conversational agent,
ElevenLabs capabilities in the field of handling text and voice conversations,
overview of business applications: customer service, scheduling meetings, FAQ, sales support, handling requests,
discussion of the typical agent creation process: goal → conversation scenario → knowledge base → tests → deployment,
tool limitations and situations in which integration with other systems is needed.

2. Designing chatbot assumptions before configuration in ElevenLabs

defining the chatbot's purpose and the user group,
defining the scope of conversations: what the chatbot is to handle, and what it should not do,
creating the agent's persona and tone of communication,
preparing sample conversation paths,
designing responses to unclear, incorrect, or out-of-scope questions,
rules for redirecting the conversation to a human or another contact channel.

3. Configuration of the first agent in ElevenLabs

creation of an agent in the ElevenLabs panel,
selection of the operating mode: text, voice, or mixed agent,
configuration of basic system instructions,
setting the conversation language and communication style,
selection of the voice and speech parameters,
testing the first conversations in the ElevenLabs environment,
analysis of the most common errors when creating the first agent.

4. Creating effective instructions for a chatbot

how to write instructions controlling the agent's behavior,
the structure of a good system prompt for a chatbot,
defining the role, goal, constraints, and manner of conducting the conversation,
setting response rules: length, tone, format, clarifying questions,
protecting the agent from giving undesirable responses,
examples of good and bad instructions for ElevenLabs chatbots.

5. Working with the knowledge base in ElevenLabs

what the knowledge base is and when it is worth using,
preparation of source documents for the chatbot,
adding materials to the knowledge base,
organization of knowledge: FAQ, terms and conditions, offer, procedures, instructions,
rules for preparing content so that the chatbot responds precisely,
testing responses based on company materials,
updating and maintaining the knowledge base after implementation.

6. Building conversation scenarios and conversation logic

designing the conversation step by step,
handling open and closed questions,
guiding the user to a specific goal,
collecting data from the user, e.g. name, email address, date, case description,
creating response variants depending on the interlocutor's intent,
designing the end of the conversation,
UX best practices in voice and text chatbots.

7. Creating a voicebot in ElevenLabs

the specifics of designing a voice agent,
selection of the voice to match the type of service and brand,
settings for naturalness, pace and manner of speaking,
differences between text and voice conversation,
handling pauses, follow-up questions and user omissions,
testing the quality of voice conversation,
the most common mistakes in designing voicebots.

8. Publishing the chatbot and embedding it on the website

preparing the agent for deployment,
configuring the chat widget,
embedding the chatbot on the website,
basic settings for the widget's appearance and behavior,
testing the operation from the end user's perspective,
best practices for informing the user that they are talking to AI,
quality control before publication.

9. Integrations and automations

when the chatbot should use external tools,
basics of integration via webhooks,
examples of applications: sending a form, saving a submission, booking an appointment, transferring data to CRM,
discussion of integration with tools such as Zapier, Make or n8n,
security of transferred data,
testing the flow: conversation → action → confirmation for the user.

10. Testing, conversation analysis and improving agent quality

methods of testing the chatbot before deployment,
preparation of a set of test questions,
testing difficult, imprecise and out-of-scope questions,
analysis of the course of conversations,
evaluation of response effectiveness,
improving instructions and the knowledge base based on test results,
creating a list of improvements after the pilot.

11. Security, privacy and responsible use of chatbots

what data can be provided to a chatbot and what should not be provided,
principles of protecting personal data and confidential company information,
limiting the risk of incorrect or unauthorized responses,
informing users about the operation of AI,
designing safe messages and restrictions,
good practices when implementing a chatbot in an organization.

12. Final workshop: building your own chatbot in ElevenLabs

selection of the use case by the participants,
preparation of the persona and scope of the chatbot's operation,
creation of an agent in ElevenLabs,
adding instructions and source materials,
configuration of text or voice conversation,
testing the chatbot's operation,
introducing corrections,
discussion of completed projects and recommendations for further development.

What are the prerequisites for participating in the training?

Basic computer skills - You should be comfortable working in a web browser, using online forms, copying content, and navigating web app dashboards without needing constant assistance.

Process-based thinking - You should be able to describe a simple process step by step, anticipate likely user questions, and understand when a conversation needs clarification or escalation.

Access to company content - You should have sample materials such as FAQs, offers, procedures, or service descriptions so you can practice building a knowledge base and conversation flows.

Customer communication basics - You should understand how to write clear replies, ask follow-up questions, and keep a consistent tone when communicating with users across common service scenarios.