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Customer Experiences with Contact Center AI

Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You'll also learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. Google partners with leading telephony providers to complete a contact center solution that will delight your customers and increase efficiencies for your business.

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What's inside

Three courses

Virtual Agent Development in Dialogflow ES for Software Devs

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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Contact Center AI: Conversational Design Fundamentals

Welcome to "CCAI Conversational Design Fundamentals," the first course in the "Customer Experiences with Contact Center AI" series. This beginner course introduces you to Contact Center Artificial Intelligence (CCAI) and its three pillars: Dialogflow, Agent Assist, and Insights. You'll learn the concepts behind conversational experiences and how to design virtual agents for intelligent conversation.

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Contact Center AI: Operations and Implementation

Welcome to "CCAI Operations and Implementation," the fourth course in the "Customer Experiences with Contact Center AI" series. In this intermediate course, you'll learn best practices for integrating conversational solutions with your contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale.

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Time

42 hours

Via

Coursera

Institution

Google Cloud

Instructor

Google Cloud Training

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