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Customer Experiences with Contact Center AI - Dialogflow CX

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow CX 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

Four courses

Virtual Agent Development in Dialogflow CX for Citizen Devs

(0 hours)

Learn to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). Add voice (telephony) as a communication channel to your virtual agent conversations using Dialogflow CX.

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Virtual Agent Development in Dialogflow CX for Software Devs

(0 hours)

Learn to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). This course covers advanced handling for virtual agent conversations, dynamic data lookup and conveyance, testing methods, and troubleshooting logs.

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Contact Center AI: Conversational Design Fundamentals

(0 hours)

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

(0 hours)

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

63 hours

Via

Coursera

Institution

Google Cloud

Instructor

Google Cloud Training

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