Decoding the User: From Support Conversations to Language Insight Inspired by Chants of Sennaar
In the game Chants of Sennaar, players traverse a tower of civilisations where each tribe speaks a different language. The players need to chat with locals, decode and understand the fictional languages, and pick up clues along the journey like a detective-slash-translator. I never expected a game like this to echo so closely with my daily work. As a support consultant, I respond to dozens of customer enquiries every day. On the surface, I’m solving technical problems. But in reality, I’m decoding language: vague, emotional, and often indirect expressions that hide deeper needs. ...