Contact Center AI: Conversational Design Fundamentals from Coursera

Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation. This is a beginner course, intended for learners with the following types of roles: • Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. • Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. • Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. Prerequisite: To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Course is part of a series, which may indicate comprehensiveness and detail

Taught by Google Cloud Training, who are recognized for their work in cloud computing

Explores conversational experiences, which are standard in the customer service industry

Develops understanding of three pillars of CCAI: Dialogflow, AgentAssist, and Insights

Strengthens foundation for designing virtual agents with intelligent conversations

Teaches concepts behind conversational experiences, which helps learners design more effective virtual agents

Reviews summary

Beginner's guide to contact center ai and conversational design

The "Contact Center AI: Conversational Design Fundamentals" course is generally well-received among learners, receiving mostly positive reviews. Learners found the course to be a well-organized and informative overview of the fundamentals of AI conversational design. Reviews suggest that it's a great starting point for those looking to learn about designing customer conversational solutions using Contact Center Artificial Intelligence (CCAI). However, some learners noted issues with lab instructions and broken English from instructors, which may require improvement.

The course is suitable for beginners with no prior knowledge of CCAI.

"great introduction"

"Good introduction to fundamentals of AI conversational design."

"Simple language for quick understanding was used in the course."

Many learners found the course to be well-organized, informative, and engaging.

"Course is well thought, and very informative"

"EXCELENTE"

"Very good course"

"Good overall fundamentals"

Some learners experienced issues with lab instructions and broken English from instructors.

"full of critical errors, lack of instructions in week 2 assignments."

"Not enough detail is provided early on and it results in a broken experience"

"Some of the instructors had very broken English and missed pronounced several words during the sessions"

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 Contact Center AI: Conversational Design Fundamentals with these activities:

Review Conversational Design Basics

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Refresh your foundational knowledge of conversational design by reviewing concepts like conversation flow, user intent, and response generation. This will strengthen your ability to understand and apply the techniques taught in the course.

Browse courses on Conversational Design

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Revisit key principles of conversational design.
Review different types of virtual assistant designs.
Identify common challenges and best practices in conversational design.
Practice designing simple conversation flows.

Read 'Designing Voice User Interfaces' by Cathy Pearl

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Gain valuable insights into the principles and best practices of designing effective voice user interfaces, which are essential for creating successful conversational experiences.

View Designing Voice User Interfaces: Principles of... on Amazon

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Read through the book's chapters on conversational design.
Take notes on key concepts and principles.

Review Basic Natural Language Processing(NLP) Concepts

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Reinforce your understanding of the core concepts behind NLP, which will be essential for designing effective customer conversational solutions using CCAI.

Browse courses on Dialogflow

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Read through the course material on NLP fundamentals.
Complete the practice exercises in the course.

Five other activities

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Build a Simple Conversational Agent using Dialogflow

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Gain practical experience by building a simple conversational agent using Dialogflow, allowing you to apply the concepts you learn in the course to a real-world scenario.

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Create a Dialogflow account.
Build a simple FAQ-based conversational agent using the Dialogflow console.
Test and iterate on your conversational agent.

Join a Study Group to Discuss Conversational Design Patterns

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Engage with your peers and learn from their perspectives by discussing different conversational design patterns and their applicability in various scenarios.

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Find a study group or create your own.
Choose a conversational design pattern to discuss.
Prepare a short presentation on the chosen pattern.
Attend the study group and facilitate the discussion.

Practice Designing Conversational Dialog Flows

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Improve your conversational design skills by practicing the creation of dialog flows that are clear, concise, and engaging.

Browse courses on NLP

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Choose a common customer service scenario.
Design the dialog flow for the chosen scenario using a conversational design tool.
Test and refine your dialog flow iteratively.

Contribute to an Open-Source Conversational AI Project

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Contribute to the development of open-source conversational AI tools and resources, enhancing your practical skills and gaining valuable knowledge from the community.

Browse courses on NLP

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Identify an open-source conversational AI project that aligns with your interests.
Join the project's community and learn about its codebase.
Identify an area where you can contribute, such as bug fixes or feature development.
Make your contributions and engage with the project's maintainers.

Design and Present a Conversational AI Case Study

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Showcase your understanding of conversational AI design and implementation by presenting a case study that demonstrates the successful use of CCAI in a real-world scenario.

Browse courses on NLP

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Choose a company or organization that has successfully implemented a conversational AI solution.
Research and analyze the case study, focusing on the design, implementation, and impact of the conversational AI solution.
Create a presentation that outlines the case study findings and highlights the key lessons learned.
Present your case study to your peers or a relevant audience.

Career center

Learners who complete Contact Center AI: Conversational Design Fundamentals will develop knowledge and skills that may be useful to these careers:

Data Scientist

Data Scientists use statistical methods and machine learning techniques to extract insights from data. They work closely with data analysts and other stakeholders to identify and solve business problems. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Data Scientist by providing an understanding of how to design effective conversational experiences. Data Scientists can use the skills learned in this course to create virtual agents that can help to automate data analysis and to identify insights that can help businesses to make better decisions.

See salaries and explore the career path for Data Scientist

Machine Learning Engineer

Machine Learning Engineers design, develop, and deploy machine learning models. They use statistical methods and machine learning algorithms to create models that can learn from data and make predictions. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Machine Learning Engineer by providing an understanding of how to design effective conversational experiences. Machine Learning Engineers can use the skills learned in this course to create virtual agents that are more intelligent and responsive.

See salaries and explore the career path for Machine Learning Engineer

Business Analyst

Business Analysts analyze business needs and design solutions to improve business processes. They work closely with stakeholders to gather requirements, analyze data, and develop plans to improve efficiency and effectiveness. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Business Analyst by providing an understanding of how to design effective conversational experiences. Business Analysts can use the skills learned in this course to design virtual agents that meet the needs of the business and its customers.

See salaries and explore the career path for Business Analyst

Data Analyst

Data Analysts collect, clean, and analyze data to help businesses make informed decisions. They use statistical methods and machine learning techniques to identify trends and patterns in data. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Data Analyst by providing an understanding of how to design effective conversational experiences. Data Analysts can use the skills learned in this course to analyze user behavior and feedback, and to improve the performance of virtual agents.

See salaries and explore the career path for Data Analyst

Full-Stack Developer

Full-Stack Developers are responsible for both the front-end and back-end of websites and applications. They use a variety of programming languages and technologies to create complete web applications. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Full-Stack Developer by providing an understanding of how to design effective conversational experiences. Full-Stack Developers can use the skills learned in this course to create virtual agents that are both visually appealing and easy to use, as well as efficient and scalable.

See salaries and explore the career path for Full-Stack Developer

DevOps Engineer

DevOps Engineers are responsible for the development, deployment, and maintenance of software systems. They work closely with software developers and system administrators to ensure that software is deployed and maintained efficiently and securely. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a DevOps Engineer by providing an understanding of how to design effective conversational experiences. DevOps Engineers can use the skills learned in this course to create virtual agents that are easily deployable and maintainable.

See salaries and explore the career path for DevOps Engineer

Technical Writer

Technical Writers create and maintain technical documentation, such as user manuals, help files, and white papers. They work closely with engineers and other technical staff to understand complex technical concepts and to convey them clearly to users. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Technical Writer by providing an understanding of how to design effective conversational experiences. Technical Writers can use the skills learned in this course to create virtual agents that are easy to use and understand.

See salaries and explore the career path for Technical Writer

Customer Success Manager

Customer Success Managers help customers to achieve their goals by using products and services effectively. They work closely with customers to understand their needs and to develop solutions that meet those needs. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Customer Success Manager by providing an understanding of how to design effective conversational experiences. Customer Success Managers can use the skills learned in this course to create virtual agents that are helpful and supportive, and that can help customers to get the most out of their products and services.

See salaries and explore the career path for Customer Success Manager

Front-End Developer

Front-End Developers are responsible for the visual design and functionality of websites and applications. They use programming languages such as HTML, CSS, and JavaScript to create user interfaces that are both visually appealing and interactive. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Front-End Developer by providing an understanding of how to design effective conversational experiences. Front-End Developers can use the skills learned in this course to create virtual agents that are visually appealing and easy to use.

See salaries and explore the career path for Front-End Developer

Product Designer

Product Designers create and develop new products and services. They research user needs, develop prototypes, and test products to ensure that they are user-friendly and meet market demand. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Product Designer by providing an understanding of how to design effective conversational experiences. Product Designers can use the skills learned in this course to create virtual agents that are helpful and efficient.

See salaries and explore the career path for Product Designer

Sales Engineer

Sales Engineers help customers understand and use complex technical products and services. They work closely with sales teams to identify customer needs and to develop solutions that meet those needs. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Sales Engineer by providing an understanding of how to design effective conversational experiences. Sales Engineers can use the skills learned in this course to create virtual agents that are helpful and informative, and that can help customers to make informed decisions.

See salaries and explore the career path for Sales Engineer

Artificial Intelligence Engineer

Artificial Intelligence Engineers design, develop, and deploy AI systems. They use a variety of AI techniques, such as machine learning, natural language processing, and computer vision, to create systems that can learn from data and to make predictions. This course in Contact Center AI: Conversational Design Fundamentals may be useful for an Artificial Intelligence Engineer by providing an understanding of how to design effective conversational experiences. Artificial Intelligence Engineers can use the skills learned in this course to create virtual agents that are more intelligent and responsive.

See salaries and explore the career path for Artificial Intelligence Engineer

User Experience Researcher

User Experience Researchers study user behavior and feedback to inform product design. They are responsible for ensuring that products are easy to use and enjoyable. This course in Contact Center AI: Conversational Design Fundamentals can be useful for a User Experience Researcher by providing an understanding of how to design engaging and effective conversational experiences. User Experience Researchers can use the skills learned in this course to create virtual agents that are helpful and efficient.

See salaries and explore the career path for User Experience Researcher

Technical Project Manager

Technical Project Managers plan and manage software development projects. They work closely with software developers and other stakeholders to ensure that projects are delivered on time, within budget, and to the required quality. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Technical Project Manager by providing an understanding of how to design effective conversational experiences. Technical Project Managers can use the skills learned in this course to create virtual agents that are easy to use and understand, and that can help to improve the efficiency and effectiveness of software development projects.

See salaries and explore the career path for Technical Project Manager

Quality Assurance Tester

Quality Assurance Testers test software to ensure that it meets requirements and performs as expected. They use a variety of testing techniques to identify and fix defects. This course in Contact Center AI: Conversational Design Fundamentals may be useful for a Quality Assurance Tester by providing an understanding of how to design effective conversational experiences. Quality Assurance Testers can use the skills learned in this course to test virtual agents and to ensure that they meet user expectations.

See salaries and explore the career path for Quality Assurance Tester

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Reviews summary

Beginner's guide to contact center ai and conversational design

Activities

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