Customer Experiences with Contact Center AI

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Customer Experiences with Contact Center AI

Author: Google Cloud

Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You'll also learn some best practices for... Read more

What you will learn

  • Define what Google Contact Center AI is. Explain how Dialogflow can be used in contact center applications.
  • Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.
  • Implement a chat virtual agent.
  • Implement a voice virtual agent.
  • Describe options for storing parameters and fulfilling user requests.
  • Deploy a virtual agent to production.
  • Identify best practices for design and deployment of virtual agents.
  • Identify key aspects, such as security and compliance in the context of contact centers.

Pre-requisites

Completed Google Cloud Product Fundamentals or have equivalent experience

Desirable but not required: Knowledge of a programming language such as Python or JavaScript

Customer Experiences with Contact Center AI

In this course you'll learn how to create, deploy, secure, debug, and manage virtual agents (also known as Voice Bots or Chat Bots). Gone are the bots of the past which interpreted inquiries incorrectly or couldn't maintain context within a conversation. Google's Contact Center Artificial Intelligence (Contact Center AI) platform provides all the tools, services, and APIs you'll need to build your virtual agent so you can hold intelligent conversations with customers reaching out to you for assistance.

Contact Center AI: Conversational Design Fundamentals

by Google Cloud

Dec 3, 2020 / 1h 52m

1h 52m

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Description

Welcome to 'Contact Center AI: Conversational Design Fundamentals', the first course in the 'Customer Experiences with Contact Center AI' course series. In this course, learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to Contact Center AI and its three pillars, Dialogflow, Agent Assist, and Insights, the concept of conversational experiences and how the study of them influences the design of your virtual agent, the objects, tools, and methods to get your basic virtual agent up and running, and using context so that you can take your virtual agent to the next level of intelligent conversation. 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.

Table of contents
  1. Course Overview
  2. Overview of Contact Center AI
  3. Conversational Experiences
  4. Fundamentals of Building Conversations with Dialogflow
  5. Maintaining Context in a Conversation
  6. Course Resources

Contact Center AI: Building a Dynamic Virtual Agent

by Google Cloud

Dec 3, 2020 / 1h 32m

1h 32m

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Description

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.

Table of contents
  1. Course Overview
  2. Moving From Chat to Voice Virtual Agent
  3. Taking Actions with Fulfillment
  4. Testing and Logging
  5. Course Resources

Contact Center AI: Operations and Implementation

by Google Cloud

Dec 3, 2020 / 1h 17m

1h 17m

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Description

Welcome to 'Contact Center AI: Operations and Implementation', the third course in the 'Customer Experiences with Contact Center AI' series. In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. In this course, you'll be introduced to Agent Assist and the technology it uses so you can delight your customers with the efficiencies and accuracy of services provided when customers require human agents, connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business, Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes, compliance measures and regulations you should be aware of when bringing your virtual agent to production, and you'll be given tips from virtual agent subject matter experts on how to avoid mishaps in your design and implementation that will result in a poor experience for your customers. 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 already taken the "Contact Center AI: Conversational Design Fundamentals" course. Learners who are not comfortable with development concepts may skip the "Contact Center AI: Building a Dynamic Virtual Agent" course, the second in the series, if desired.

Table of contents
  1. Course Overview
  2. Intelligent Assistance for Live Agents
  3. Drawing Insights from Recordings
  4. Integrating Virtual Agents with Third Parties
  5. Environment Management
  6. Methods of Compliance with Federal Regulations
  7. Best Practices for Virtual Agents
  8. Course Summary
  9. Course Resources