Dialogflow CX: Enable IVR Features for your Voice Agent from Coursera

This is a self-paced lab that takes place in the Google Cloud console. Build a conversational agent that include IVR features that Dialogflow CX provides.

Dialogflow CX provides a simple, visual bot building approach to virtual agent design. For a full voice experience, your Dialogflow CX Agent can be integrated with various conversational platforms, including telephony providers. In this lab, you'll explore these Interactive Voice Response (IVR) features as well as two additional features - conversation repair and Speech Synthesis Markup Language (SSML) - that help end users feel as though they're having a natural, interactive, and cooperative conversation.

This lab will show you how to enable various IVR features, but you will only be able to test some of them with the Dialogflow CX Phone Gateway. Features like DTMF (Dual-Tone Multi-Frequency) and Barge-in (where the user can interrupt the bot) are not supported in Dialogflow Telephony and can only be tested with your telephony provider.

In this lab you will continue building a conversational agent, exploring and adding the IVR features that Dialogflow CX provides.

What's inside

Syllabus

Dialogflow CX: Enable IVR Features for your Voice Agent

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Teaches the fundamentals of Interactive Voice Response (IVR) features in Dialogflow CX

Provides hands-on experience through self-paced labs in the Google Cloud console

Led by Google Cloud Training, giving students access to expert knowledge and resources

Focuses on practical application, preparing learners for real-world scenarios involving conversational agents and voice experiences

Requires prior knowledge of Dialogflow CX, which may not be suitable for absolute beginners

Does not cover advanced IVR features like DTMF or Barge-in, which may limit its applicability in certain scenarios

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Dialogflow CX: Enable IVR Features for your Voice Agent with these activities:

Review the basics of natural language processing (NLP)

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Review the basics of NLP before taking this course.

Browse courses on Natural Language Processing (NLP)

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Read about NLP concepts.
Watch videos about NLP.
Take an online course on NLP.

Review the basics of Dialogflow CX

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Review the basics of Dialogflow CX before taking this course.

Browse courses on Dialogflow CX

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Read the Dialogflow CX documentation.
Watch videos about Dialogflow CX.
Take an online course on Dialogflow CX.

Dialogflow CX IVR Workshop

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Expand your knowledge and skills through a hands-on IVR workshop.

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Attend the workshop and actively participate in the exercises
Engage with experts and fellow learners to exchange ideas and insights

Eight other activities

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Build a conversational bot with Dialogflow CX IVR features

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Follow guided tutorials to build a conversational bot with Dialogflow CX IVR features.

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Sign up for a Google Cloud account.
Create a Dialogflow CX agent.
Follow the Dialogflow CX documentation to enable IVR features.

Interactive Voice Response (IVR) Drills

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Improve your understanding of IVR features by completing interactive drills.

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Explore the DTMF and Barge-in features in Dialogflow CX
Experiment with different IVR configurations

Collaborate with peers on a Dialogflow CX project

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Collaborate with peers on a Dialogflow CX project.

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Find a group of peers to work with.
Choose a project to work on.
Divide the work among the group members.
Work together to complete the project.

Google's IVR Features Tutorial

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Enhance your knowledge of IVR features through a guided tutorial provided by Google.

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Follow the tutorial's instructions to enable IVR features
Test the IVR features using the Dialogflow CX Phone Gateway

Test different IVR features in a simulated environment

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Test the different IVR features in a simulated environment to gain practical experience.

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Use the Dialogflow CX simulator to test different IVR features.
Simulate different customer interactions to test the IVR flow.
Analyze the results and make necessary adjustments to the IVR flow.

Design an IVR flow for a customer service application

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Design an IVR flow that guides customers through a customer service interaction.

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Identify the customer service scenarios that the IVR will handle.
Map out the flow of the IVR, including the prompts and options that will be presented to customers.
Create a prototype of the IVR flow using a tool like Dialogflow CX.

IVR Feature Documentation

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Reinforce your understanding of IVR features by creating detailed documentation.

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Research and gather information on IVR features
Organize the documentation in a clear and concise manner
Include examples and use cases to illustrate the functionality of each feature

Contribute to the Dialogflow CX open source community

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Contribute to the Dialogflow CX open source community.

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Find a project to contribute to.
Submit a pull request to the project.
Help to maintain the project.

Career center

Learners who complete Dialogflow CX: Enable IVR Features for your Voice Agent will develop knowledge and skills that may be useful to these careers:

Dialogflow Developer

Dialogflow Developers are responsible for designing, developing, testing, and maintaining conversational agents using Dialogflow. This course provides a strong foundation in Dialogflow, including its IVR features, which can help Dialogflow Developers create more engaging and interactive voice-based experiences.

See salaries and explore the career path for Dialogflow Developer

Voice User Interface (VUI) Designer

VUI Designers are responsible for designing and developing the user experience for voice-based interfaces. This course provides a deep understanding of the IVR features available in Dialogflow CX, which can help VUI Designers create more natural and intuitive voice-based interactions.

See salaries and explore the career path for Voice User Interface (VUI) Designer

Conversational AI Engineer

Conversational AI Engineers are responsible for building and maintaining conversational AI systems. This course provides a solid understanding of the principles and practices of conversational AI, including the use of IVR features to improve the user experience.

See salaries and explore the career path for Conversational AI Engineer

Speech Engineer

Speech Engineers are responsible for designing and developing speech recognition and synthesis systems. This course provides a good understanding of the speech-related features available in Dialogflow CX, which can help Speech Engineers create more accurate and natural-sounding voice-based experiences.

See salaries and explore the career path for Speech Engineer

Natural Language Processing (NLP) Engineer

NLP Engineers are responsible for developing and maintaining NLP systems. This course provides a good understanding of the NLP capabilities of Dialogflow CX, which can help NLP Engineers create more intelligent and responsive conversational agents.

See salaries and explore the career path for Natural Language Processing (NLP) Engineer

Machine Learning Engineer

Machine Learning Engineers are responsible for developing and maintaining machine learning models. This course provides a good understanding of the machine learning capabilities of Dialogflow CX, which can help Machine Learning Engineers create more intelligent and personalized conversational agents.

See salaries and explore the career path for Machine Learning Engineer

Data Scientist

Data Scientists are responsible for collecting, analyzing, and interpreting data. This course provides a good understanding of the data-driven features available in Dialogflow CX, which can help Data Scientists create more effective and efficient conversational agents.

See salaries and explore the career path for Data Scientist

Software Engineer

Software Engineers are responsible for designing, developing, testing, and maintaining software applications. This course provides a good understanding of the software development process and the principles of conversational AI, which can help Software Engineers create more robust and scalable conversational agents.

See salaries and explore the career path for Software Engineer

User Experience (UX) Designer

UX Designers are responsible for designing and developing the user experience of software applications. This course provides a good understanding of the UX principles and practices of conversational AI, which can help UX Designers create more user-friendly and engaging conversational agents.

See salaries and explore the career path for User Experience (UX) Designer

Product Manager

Product Managers are responsible for managing the development and launch of new software products. This course provides a good understanding of the product management process and the principles of conversational AI, which can help Product Managers create more successful conversational agents.

See salaries and explore the career path for Product Manager

Business Analyst

Business Analysts are responsible for analyzing and understanding business needs. This course provides a good understanding of the business value of conversational AI and the principles of conversational AI, which can help Business Analysts make better decisions about how to use conversational AI to improve business outcomes.

See salaries and explore the career path for Business Analyst

Technical Writer

Technical Writers are responsible for creating documentation and other written materials for software products. This course provides a good understanding of the principles of conversational AI and the ability to write clear and concise documentation, which can help Technical Writers create more effective documentation for conversational agents.

See salaries and explore the career path for Technical Writer

Marketing Manager

Marketing Managers are responsible for developing and executing marketing campaigns. This course provides a good understanding of the principles of conversational AI and the ability to create effective marketing campaigns that can reach and engage target audiences.

See salaries and explore the career path for Marketing Manager

Sales Manager

Sales Managers are responsible for managing sales teams and developing sales strategies. This course provides a good understanding of the principles of conversational AI and the ability to create effective sales strategies that can help sales teams close more deals.

See salaries and explore the career path for Sales Manager

Customer Success Manager

Customer Success Managers are responsible for managing customer relationships and ensuring customer satisfaction. This course provides a good understanding of the principles of conversational AI and the ability to build strong customer relationships.

See salaries and explore the career path for Customer Success Manager