Customer Experiences with Contact Center AI - Dialogflow CX

Build virtual agents for the contact centre with Dialogflow CX.

4 daysIntermediate1 modules

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Overview

About this course

Build virtual agents for the contact centre with Dialogflow CX. Over four days you will design conversations, implement a virtual agent, read and write Firestore data through Cloud Functions, troubleshoot with Dialogflow tools and logging, and manage agent environments.

What you'll learn

Define Google CCAI.
Explain how Dialogflow can be used in Contact Center applications.
Implement a virtual agent using Dialogflow CX.
Read and write data from Firestore using Cloud Functions.
Use Dialogflow tools and cloud logging for troubleshooting.
Describe how to manage virtual agent environments.
Identify general best practices for virtual agents.
Identify key aspects such as security and compliance in the context of contact centers.
Analyze audio recordings using the Speech Analytics Framework (SAF).
Recognize use cases where Agent Assist adds value.

Curriculum

1 modules

Overview of Contact Center AI
Conversational Experiences
Fundamentals of Designing Conversations
Dialogflow Product Options
Fundamentals of Building Conversations with Dialogflow CX
Scaling Standalone Flows
Using Route Groups for Reusable Routes
Testing and Logging
Taking Actions with Fulfillment
Integrating Virtual Agents
Environment Management
Drawing Insights from Recordings with SAF
Intelligence Assistance for Live Agents
Compliance and Security
Best Practices
Implementation Methodology
Course Review

Who it's for

Conversation designers, developers and contact centre architects.

Before you start

Completed Google Cloud Fundamentals or have equivalent experience

Let's plan your next step together.

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