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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...
Read more
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...
Read more
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.
Register for this course and see more details by visiting:
OpenCourser.com/course/zqbjek/virtual
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Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
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
Save this course
Save Virtual Agent Development in Dialogflow CX for Citizen Devs to your list so you can find it easily later:
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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 Virtual Agent Development in Dialogflow CX for Citizen Devs with these
activities:
Review the fundamentals of natural language processing
Show steps
Strengthen your foundation by refreshing your knowledge of NLP, which is essential for understanding Dialogflow CX.
Browse courses on
Natural Language Processing
Show steps
-
Read articles or watch videos on NLP concepts.
-
Review your notes from previous NLP courses or tutorials.
-
Take a practice quiz or test to assess your understanding.
Review Human-Computer Interaction Principles
Show steps
Strengthen your understanding of human-computer interaction principles to enhance the usability and effectiveness of your voice-enabled virtual agents. This will help you design agents that are intuitive, engaging, and provide a seamless user experience.
Browse courses on
Human-Computer Interaction
Show steps
-
Review HCI concepts and guidelines
-
Analyze existing voice-based applications
Organize your course materials for easy reference
Show steps
Stay organized and improve your learning efficiency by compiling your resources.
Show steps
-
Create a dedicated folder for the course materials.
-
Sort and categorize the materials into subfolders.
-
Review the materials regularly to reinforce your understanding.
Ten other activities
Expand to see all activities and additional details
Show all 13 activities
Review Dialogflow Essentials
Show steps
Refresh your understanding of the fundamentals of Dialogflow, including concepts like intents, entities, and contexts, to strengthen your foundation for building virtual agents.
Browse courses on
Dialogflow
Show steps
-
Revisit the Dialogflow documentation or tutorials
-
Review sample Dialogflow projects and code
-
Create a simple Dialogflow agent and test its functionality
Participate in Peer Review Sessions
Show steps
Gain valuable insights by sharing your work with peers and engaging in constructive feedback sessions. This will help you identify areas for improvement and refine your approach to building effective voice-enabled virtual agents.
Browse courses on
Peer Review
Show steps
-
Identify a peer or group for review
-
Present your work and seek feedback
-
Provide feedback to others
Join a study group to discuss Dialogflow CX concepts
Show steps
Enhance your understanding through peer collaboration and discussion.
Show steps
-
Find a study group or forum related to Dialogflow CX.
-
Participate in discussions and ask questions.
-
Share your knowledge and help others.
Explore Voice Integration Tutorials
Show steps
Deepen your knowledge of voice integration by following guided tutorials that demonstrate how to add telephony as a communication channel to your virtual agents using Dialogflow CX.
Browse courses on
Voice Integration
Show steps
-
Follow the official Dialogflow CX voice integration tutorial
-
Experiment with different voice interaction scenarios
Practice using Dialogflow CX parameters
Show steps
Get comfortable using parameter in your agent to store data.
Browse courses on
Parameters
Show steps
-
Set up intent parameters in the Dialogflow CX console.
-
Create training phrases that use the parameters.
-
Test the agent to make sure the parameters are working as expected.
Practice Voice-Based Dialog Simulations
Show steps
Enhance your ability to design and develop voice-based conversational experiences by engaging in practice drills where you simulate conversations with your virtual agent, testing its responses and refining the flows.
Browse courses on
Conversational Design
Show steps
-
Create different conversation scenarios
-
Simulate user interactions with your virtual agent
-
Analyze the agent's responses and identify areas for improvement
Learn about Dialogflow CX webhooks
Show steps
Expand your understanding of the Dialogflow CX platform by learning how to use webhooks.
Browse courses on
Webhooks
Show steps
-
Read the Dialogflow CX documentation on webhooks.
-
Watch a video tutorial on how to create and use webhooks.
-
Build a simplewebhook for your agent.
Create a chatbot using Dialogflow CX
Show steps
Apply your knowledge by building a practical chatbot that reinforces your skills.
Show steps
-
Design the chatbot's conversation flow.
-
Set up the chatbot in the Dialogflow CX console.
-
Write the training phrases and intents for the chatbot.
-
Test and deploy the chatbot.
Create a Voice-Enabled Conversational Flowchart
Show steps
Solidify your understanding of conversational design by creating a flowchart that visually represents the voice-enabled conversational flow of your virtual agent, considering user inputs, responses, and transitions.
Browse courses on
Conversational Design
Show steps
-
Identify the possible user intents and responses
-
Map out the flow of the conversation
-
Create a flowchart using a tool or manually
Develop a Voice-Enabled Virtual Agent Prototype
Show steps
Test your skills by embarking on a project to develop a prototype of a voice-enabled virtual agent. This hands-on experience will allow you to apply the concepts learned in the course and gain practical knowledge in building and deploying virtual agents.
Browse courses on
Virtual Agent Development
Show steps
-
Define the scope and objectives of your agent
-
Design the conversational flow and user interface
-
Develop and integrate the agent with Dialogflow CX
-
Test and refine your prototype
Review the fundamentals of natural language processing
Show steps
Strengthen your foundation by refreshing your knowledge of NLP, which is essential for understanding Dialogflow CX.
Browse courses on
Natural Language Processing
Show steps
Show steps
Show steps
- Read articles or watch videos on NLP concepts.
- Review your notes from previous NLP courses or tutorials.
- Take a practice quiz or test to assess your understanding.
Review Human-Computer Interaction Principles
Show steps
Strengthen your understanding of human-computer interaction principles to enhance the usability and effectiveness of your voice-enabled virtual agents. This will help you design agents that are intuitive, engaging, and provide a seamless user experience.
Browse courses on
Human-Computer Interaction
Show steps
Show steps
Show steps
- Review HCI concepts and guidelines
- Analyze existing voice-based applications
Organize your course materials for easy reference
Show steps
Stay organized and improve your learning efficiency by compiling your resources.
Show steps
Show steps
Show steps
- Create a dedicated folder for the course materials.
- Sort and categorize the materials into subfolders.
- Review the materials regularly to reinforce your understanding.
Ten other activities
Expand to see all activities and additional details
Show all 13 activities
Review Dialogflow Essentials
Show steps
Refresh your understanding of the fundamentals of Dialogflow, including concepts like intents, entities, and contexts, to strengthen your foundation for building virtual agents.
Browse courses on
Dialogflow
Show steps
Show steps
Show steps
- Revisit the Dialogflow documentation or tutorials
- Review sample Dialogflow projects and code
- Create a simple Dialogflow agent and test its functionality
Participate in Peer Review Sessions
Show steps
Gain valuable insights by sharing your work with peers and engaging in constructive feedback sessions. This will help you identify areas for improvement and refine your approach to building effective voice-enabled virtual agents.
Browse courses on
Peer Review
Show steps
Show steps
Show steps
- Identify a peer or group for review
- Present your work and seek feedback
- Provide feedback to others
Join a study group to discuss Dialogflow CX concepts
Show steps
Enhance your understanding through peer collaboration and discussion.
Show steps
Show steps
Show steps
- Find a study group or forum related to Dialogflow CX.
- Participate in discussions and ask questions.
- Share your knowledge and help others.
Explore Voice Integration Tutorials
Show steps
Deepen your knowledge of voice integration by following guided tutorials that demonstrate how to add telephony as a communication channel to your virtual agents using Dialogflow CX.
Browse courses on
Voice Integration
Show steps
Show steps
Show steps
- Follow the official Dialogflow CX voice integration tutorial
- Experiment with different voice interaction scenarios
Practice using Dialogflow CX parameters
Show steps
Get comfortable using parameter in your agent to store data.
Browse courses on
Parameters
Show steps
Show steps
Show steps
- Set up intent parameters in the Dialogflow CX console.
- Create training phrases that use the parameters.
- Test the agent to make sure the parameters are working as expected.
Practice Voice-Based Dialog Simulations
Show steps
Enhance your ability to design and develop voice-based conversational experiences by engaging in practice drills where you simulate conversations with your virtual agent, testing its responses and refining the flows.
Browse courses on
Conversational Design
Show steps
Show steps
Show steps
- Create different conversation scenarios
- Simulate user interactions with your virtual agent
- Analyze the agent's responses and identify areas for improvement
Learn about Dialogflow CX webhooks
Show steps
Expand your understanding of the Dialogflow CX platform by learning how to use webhooks.
Browse courses on
Webhooks
Show steps
Show steps
Show steps
- Read the Dialogflow CX documentation on webhooks.
- Watch a video tutorial on how to create and use webhooks.
- Build a simplewebhook for your agent.
Create a chatbot using Dialogflow CX
Show steps
Apply your knowledge by building a practical chatbot that reinforces your skills.
Show steps
Show steps
Show steps
- Design the chatbot's conversation flow.
- Set up the chatbot in the Dialogflow CX console.
- Write the training phrases and intents for the chatbot.
- Test and deploy the chatbot.
Create a Voice-Enabled Conversational Flowchart
Show steps
Solidify your understanding of conversational design by creating a flowchart that visually represents the voice-enabled conversational flow of your virtual agent, considering user inputs, responses, and transitions.
Browse courses on
Conversational Design
Show steps
Show steps
Show steps
- Identify the possible user intents and responses
- Map out the flow of the conversation
- Create a flowchart using a tool or manually
Develop a Voice-Enabled Virtual Agent Prototype
Show steps
Test your skills by embarking on a project to develop a prototype of a voice-enabled virtual agent. This hands-on experience will allow you to apply the concepts learned in the course and gain practical knowledge in building and deploying virtual agents.
Browse courses on
Virtual Agent Development
Show steps
Show steps
Show steps
- Define the scope and objectives of your agent
- Design the conversational flow and user interface
- Develop and integrate the agent with Dialogflow CX
- Test and refine your prototype
Career center
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
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.
Virtual Agent Developer
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.
Software Developer
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.
AI Engineer
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.
UX Designer
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.
Product Manager
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.
Technical Writer
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.
Customer Success Manager
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.
Business Analyst
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.
Project Manager
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.
Quality Assurance Analyst
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.
IT Support Specialist
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.
Data Analyst
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.
Marketing Manager
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.
Sales Manager
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.
For more career information including salaries, visit:
OpenCourser.com/course/zqbjek/virtual
Reading list
We've selected seven books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Virtual Agent Development in Dialogflow CX for Citizen Devs.
Save
Provides a practical guide to designing and building bots. It covers topics such as user research, prototyping, and evaluation.
Provides a comprehensive overview of the principles and practices of machine learning for natural language processing. It covers topics such as supervised learning, unsupervised learning, and deep learning.
Provides a comprehensive overview of the principles and practices of speech and natural language processing for human-computer interaction. It covers topics such as speech recognition, natural language understanding, and multimodal interaction.
Provides a comprehensive overview of the principles and practices of speech and language processing. It covers topics such as speech recognition, natural language understanding, and text-to-speech.
Is an excellent resource for understanding the fundamentals of machine learning. As conversational AI applications are driven by machine learning algorithms, this book will help you understand how these algorithms work and how to use them effectively.
Provides a comprehensive overview of statistical natural language processing. It covers a wide range of topics, including text classification, part-of-speech tagging, and machine translation. If you are interested in the theoretical underpinnings of NLP, this is an excellent resource.
Provides a comprehensive overview of natural language processing. It covers a wide range of topics, from basic concepts to advanced techniques. The book is written for students and researchers in the field of natural language processing.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/zqbjek/virtual
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Time
34 hours
Via
Coursera
Institution
Google Cloud
Instructor
Google Cloud Training
This course belongs to a
collection
called
Customer Experiences with Contact Center AI - Dialogflow CX. It's comprised of four courses:
- Virtual Agent Development in Dialogflow CX for Citizen Devs (viewing)
- Virtual Agent Development in Dialogflow CX for Software Devs
- Contact Center AI: Conversational Design Fundamentals
- Contact Center AI: Operations and Implementation
Good to know
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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