"CCAI Operations and Implementation" is the fourth course in the "Customer Experiences With Contact Center AI" series. This intermediate course is designed to teach software developers and operation specialists how to integrate conversational solutions into their existing contact center software. The course focuses on creating a framework for human agent assistance and implementing solutions securely and efficiently.
One of the key topics covered in this course is Agent Assist, a technology used to provide customer satisfaction. Software developers will learn how to create computer software using programming languages such as C++, Python, Javascript, and sometimes an SDK/API. Operation specialists, on the other hand, will be trained in troubleshooting and monitoring system operations, as well as supporting and installing system and network tools.
While this course is suitable for learners with various roles, it is recommended that they complete the "CCAI Conversational Design Fundamentals" course beforehand. This foundational course will provide learners with a solid understanding of conversational design principles, which will be beneficial when implementing conversational solutions in a contact center setting.
In summary, "CCAI Operations and Implementation" is a comprehensive training course that equips learners with the necessary skills to integrate conversational solutions into their contact center software. By completing this course, learners will be able to create a framework for human agent assistance, implement solutions securely and efficiently, and utilize Agent Assist technology to improve customer satisfaction.
