What you'll learn

This course content has now been retired on Pluralsight and will be removed by the end of 2026

Welcome to 'Contact Center AI: Building a Dynamic Virtual Agent', the second course in the 'Customer Experiences with Contact Center AI' course series. In this course, learn how to develop more customized 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, more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise. This is an intermediate course, intended for learners with the following types of roles: Architects and systems integrators implementing Contact Center AI, Conversational Architects, Contact center virtual agent and application developers, and Business managers. Prerequisite: Before taking this course, learners should have completed the 'Contact Center AI: Conversational Design Fundamentals' course.