This in-depth tutorial focuses on best practices in natural language design for call center applications. Following attendance of the course, attendees can expect an in-depth understanding of the following core issues: What is natural language and how does it differ from other spoken language technologies? What are the main business benefits of natural language—and might it be better to use other approaches? How does natural language enable you to optimize and re-engineer the center operating model? What are the best prac- tices for prompting for natural language responses, including how to mix it with menus and touchtone? How do customers really speak and behave, and how does their language map to the tasks you may be trying to solve? What techniques can you use to manage ambiguity and low confidence to keep the conversation on track?