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Customer Experiences with Contact Center AI - Dialogflow ES

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow ES to create virtual agents and test them using the simulator. Learn to add functionality to access data from external systems, making virtual agents conversationally dynamic. You'll be introduced to testing methods, connectivity protocols, APIs, environment management, and compliance measures. Learn best practices for integrating conversational solutions with your existing contact center software and implementing solutions securely and at scale.

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What's inside

Two courses

Virtual Agent Development in Dialogflow ES for Software Devs

(0 hours)

Learn to use Dialogflow ES features, create a Firestore instance, and implement cloud functions. With these skills, your virtual agents will be more dynamic and able to reduce contact center volume. You'll also learn about testing methods and logs for troubleshooting. Finally, you'll explore connectivity protocols and platforms for integrating your virtual agent with existing services.

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Virtual Agent Development in Dialogflow ES for Citizen Devs

(0 hours)

Learn to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). Create virtual agents with Dialogflow ES, test them using the simulator, and discover best practices. Explore adding voice as a communication channel. This intermediate course is designed for conversational designers, citizen developers, and software developers.

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Time

39 hours

Via

Coursera

Institution

Google Cloud

Instructor

Google Cloud Training

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