Google Cloud
Customer Experiences with Contact Center AI - Dialogflow ES
Create contact centre virtual agents with Dialogflow ES.
4 daysIntermediate1 modules
About this course
Create contact centre virtual agents with Dialogflow ES. Over four days you will learn how Dialogflow fits contact centre applications, design conversations, connect your agent to Firestore through Cloud Functions, debug with 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 ES.
- 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 ES
- Maintaining Context in a Conversation
- Moving From Chat to Voice Virtual Agent
- 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 and developers.
Before you start
- Completed GCP Fundamentals or have equivalent experience
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