Virtual Agent Development in Dialogflow CX for Citizen Devs from Coursera

Welcome to "CCAI Virtual Agent Development in Dialogflow CX for Citizen Developers", the second course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations using Dialogflow CX. This is an intermediate 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. Prerequisite: Before taking this course, learners should have completed the "CCAI Conversational Design Fundamentals" course.

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Builds knowledge and skills in virtual agent conversational design, enhancing participants' proficiency in designing user experiences and translating business requirements into natural dialog flows

Delves into the integration of voice as a communication channel for virtual agent conversations, extending the capabilities of customer interactions

Suited for individuals seeking to explore the development of customer conversational solutions using Contact Center Artificial Intelligence (CCAI)

Recommended for conversational designers, citizen developers, and software developers seeking to enhance their skills in virtual agent development

Presumes prior completion of the 'CCAI Conversational Design Fundamentals' course, requiring participants to have a foundational understanding of conversational design principles

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Learners who complete Virtual Agent Development in Dialogflow CX for Citizen Devs will develop knowledge and skills that may be useful to these careers:

Conversational Designer

A Conversational Designer, also known as a Dialogue Designer, specializes in crafting the user experience for chatbots and virtual assistants. Their primary responsibility is to design and develop engaging, user-centric conversations that emulate natural human interactions. This course, with its focus on creating customer conversational solutions using Dialogflow CX, aligns perfectly with the skillset required for Conversational Designers. It will equip you with the knowledge and tools to design and implement compelling virtual agent conversations, providing a competitive edge in this rapidly growing field.

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Virtual Agent Developer

A Virtual Agent Developer is responsible for crafting human-like, automated conversations via written or spoken dialogue. Their role encompasses designing, developing, and maintaining virtual assistants (chatbots) that offer seamless customer support, often via chat or voice interfaces. Given that this course explores the creation of virtual agents, particularly in a customer service context, it would provide a valuable foundation for those aspiring to become Virtual Agent Developers. By delving into Dialogflow CX, you will gain practical experience in designing and developing virtual agents capable of handling diverse customer queries efficiently.

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Software Developer

Software Developers play a crucial role in designing, developing, and maintaining software applications. They are responsible for translating complex technical requirements into functional code, ensuring that software operates efficiently and meets user needs. This course offers a solid foundation for Software Developers interested in specializing in the development of virtual agents. By mastering Dialogflow CX, you will gain hands-on experience in building conversational interfaces, enhancing your ability to create innovative and engaging user experiences.

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AI Engineer

AI Engineers apply their expertise in machine learning and artificial intelligence to develop and implement AI-driven solutions. They design, build, and maintain AI models, ensuring optimal performance and alignment with business objectives. This course provides a valuable introduction to the fundamentals of AI, particularly in the context of virtual agent development. By gaining familiarity with Dialogflow CX, you will be well-positioned to leverage AI technologies in your role as an AI Engineer, enhancing your ability to create intelligent and effective conversational experiences.

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UX Designer

UX Designers focus on enhancing the user experience by designing and evaluating user interfaces. They conduct user research, create prototypes, and ensure that products are intuitive, accessible, and enjoyable to use. This course offers a unique opportunity for UX Designers to gain insights into the design of conversational interfaces. By exploring Dialogflow CX, you will learn how to create virtual agents that are not only functional but also engaging and user-friendly, improving the overall user experience of your digital products.

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Product Manager

Product Managers are responsible for the overall vision, strategy, and execution of a product. They work closely with cross-functional teams to ensure that the product meets market needs and delivers value to customers. This course can be beneficial for Product Managers who want to incorporate virtual agents into their products. By understanding the principles of virtual agent development, you can better define requirements, evaluate solutions, and ensure that your product remains competitive in the rapidly evolving landscape of customer engagement.

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Technical Writer

Technical Writers create and maintain user manuals, documentation, and other materials to help users understand and effectively utilize software products and services. This course can provide Technical Writers with a deeper understanding of virtual agent technology. By learning about Dialogflow CX, you can enhance your ability to document the functionality and usage of virtual agents, ensuring that users can seamlessly interact with and derive maximum value from these tools.

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Customer Success Manager

Customer Success Managers are responsible for building and maintaining relationships with customers, ensuring that they achieve success with a company's products or services. This course may be useful for Customer Success Managers who work with customers using virtual agents. By gaining a foundational understanding of virtual agent development, you can better support customers in leveraging this technology to improve customer engagement and satisfaction.

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Business Analyst

Business Analysts bridge the gap between business and technology, analyzing business needs and translating them into technical requirements. This course may be helpful for Business Analysts who work on projects involving virtual agents. By understanding the principles of virtual agent development, you can more effectively gather and analyze requirements, ensuring that virtual agents are aligned with business objectives and deliver expected outcomes.

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Project Manager

Project Managers oversee the planning, execution, and delivery of projects. This course may be helpful for Project Managers who lead projects involving virtual agent development. By gaining familiarity with the technical aspects of virtual agents, you can better manage project timelines, resources, and risks, ensuring successful project outcomes.

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Quality Assurance Analyst

Quality Assurance Analysts test software products and services to ensure they meet quality standards. This course may be helpful for Quality Assurance Analysts who evaluate virtual agents. By understanding the principles of virtual agent development, you can design and execute effective test cases, ensuring that virtual agents perform as expected and deliver a seamless user experience.

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IT Support Specialist

IT Support Specialists provide technical assistance to users, resolving issues and ensuring smooth operation of IT systems. This course may be helpful for IT Support Specialists who support users using virtual agents. By gaining familiarity with virtual agent technology, you can better troubleshoot issues and provide effective support, ensuring that users can leverage virtual agents to enhance their productivity and satisfaction.

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Data Analyst

Data Analysts collect, analyze, and interpret data to uncover insights and inform decision-making. This course may be helpful for Data Analysts who work with data related to virtual agents. By understanding the principles of virtual agent development, you can better analyze data to identify trends, patterns, and areas for improvement, enabling businesses to optimize their use of virtual agents.

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Marketing Manager

Marketing Managers develop and execute marketing strategies to promote products or services. This course may be helpful for Marketing Managers who want to incorporate virtual agents into their marketing campaigns. By understanding the capabilities and limitations of virtual agents, you can effectively leverage this technology to engage with customers, generate leads, and drive conversions.

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Sales Manager

Sales Managers lead and motivate sales teams to achieve sales targets. This course may be helpful for Sales Managers who want to use virtual agents to support their sales processes. By understanding the potential of virtual agents in lead generation, qualification, and customer relationship management, you can effectively implement this technology to increase sales productivity and improve customer engagement.

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Virtual Agent Development in Dialogflow CX for Citizen Devs

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