Customer Experiences with Contact Center AI - Dialogflow ES

This course will teach you how to create customer conversational solutions with Contact Center Artificial Intelligence. This course will introduce you to CCAI, its three pillars (Dialogflow Agent Assist and Insights), as well as the concepts behind conversational experiences, and how they influence the design of your virtual assistant. This course will prepare you to design intelligent conversations with your virtual agent.This course is intended for beginners with the following roles:Conversational designers: Creates the user experience for a virtual assistant. Transforms brand requirements into natural dialogue flows.Citizen developers: Develops business applications that can be used by others. Software developers: Develops software using a programming language, such as C++, Python, Javascript, and sometimes an SDK/API.Specialists in operations: Troubleshoots and monitors system operation. Supports and installs system and network tools.Prerequisite: This course requires that learners have completed Google Cloud Product Fundamentals, or equivalent experience.

Welcome to "Virtual Agent Development with Dialogflow ES For Citizen Devs", which is the second course in our "Customer Experiences with Call Center AI" series. This course will teach you how to create customer conversational solutions with Contact Center Artificial Intelligence. Dialogflow ES will be used to create virtual agents. The Dialogflow ES simulator will allow you to test them. This course will also provide best practices for developing virtual agents. As a communication channel for your virtual agent conversations, you will be taught how to add voice (telephony). Participants will learn how to create virtual agent through a mixture of demonstrations, hands-on labs and presentations.This intermediate course is for learners who have the following roles:Conversational designers: Creates the user experience for a virtual assistant. Transforms brand requirements into natural dialogue flows.Citizen developers: Develops new business applications that can be consumed by others through high-level development and runtime environments.Software developers: Develop computer software using a programming language (e.g. C++, Python or Javascript), and often use an SDK/API.Prerequisite: Learners should have completed "CCAI Conversational Design Fundamentals", before taking this course.

"CCAI Virtual Agent Development with Dialogflow ES For Software Developers" is the third course of the "Customer Experiences With Contact Center AI” series.This course will teach you how to use Dialogflow ES to create a Firestore instance for customer data storage, as well as how to implement cloud functions to access that data. Learner's virtual agents can read and write customer data and are conversational dynamic. They can also defer human agent contact volume. Methods for testing your virtual agents and logs that can help you understand issues will be discussed. Learn about connectivity protocols, APIs and platforms that allow you to integrate your virtual agent with existing services.This intermediate course is for those who have the following role: Software developers: Creates software using a programming language (e.g. C++, Python or Javascript) and often uses an SDK/API. Prerequisite: Learners should have completed the "CCAI Virtual Agent Development In Dialogflow ES For Citizen Developers" course before taking this course.

"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.