Customer Experiences with Contact Center AI - Dialogflow CX

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Customer Experiences with Contact Center AI - Dialogflow CX

Author: Google Cloud

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow CX to create virtual agents and test them... Read more

  1. Explain how Dialogflow can be used in Contact Center applications.
  2. Implement a virtual agent using Dialogflow CX, including reading and writing from Firestore using Cloud Functions and using tools for troubleshooting.
  3. Manage virtual agent environments and identify key aspects such as security and compliance in the context of contact centers.
  4. Analyze audio recordings using the Speech Analytics Framework (SAF) and recognize use cases where Agent Assist adds value.

Pre-requisites

This is a beginner to intermediate course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools.

Customer Experiences with Contact Center AI - Dialogflow CX

Learn how to use Contact Center Artificial Intelligence (CCAI) and Dialogflow CX to design, develop, and deploy customer conversational solutions.

CCAI Conversational Design Fundamentals

by Google Cloud

Sep 3, 2021 / 1h 13m

1h 13m

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Description

In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation.

This is a beginner course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. Prerequisite: To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

Table of contents
  1. Course Overview
  2. Overview of Contact Center AI
  3. Conversational Experiences
  4. Fundamentals of Designing Conversations
  5. Dialogflow Product Options
  6. Course Review
  7. Course Resources

Virtual Agent Development in Dialogflow CX for Software Devs

by Google Cloud

Sep 3, 2021 / 1h 3m

1h 3m

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Description

Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" 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 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 type of role: Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API.

Prerequisite: Before taking this course, learners should have completed the "Virtual Agent Development in Dialogflow CX for Software Devs" course.

Table of contents
  1. Course Overview
  2. Testing and Logging
  3. Taking Actions with Fulfillment
  4. Integrating Virtual Agents
  5. Course Review
  6. Course Resources

Virtual Agent Development in Dialogflow CX for Citizen Devs

by Google Cloud

Sep 8, 2021 / 1h 6m

1h 6m

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Description

Welcome to "Virtual Agent Development in Dialogflow CX for Citizen Devs", the second course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop 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 using Dialogflow CX. This is an intermediate course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Prerequisite: Before taking this course, learners should have completed the CCAI Conversational Design Fundamentals course.

Table of contents
  1. Course Overview
  2. Fundamentals of building conversations with Dialogflow CX
  3. Scaling with standalone flows
  4. Using route groups for reusable routes
  5. Course Review
  6. Course Resources

CCAI Operations and Implementation

by Google Cloud

Sep 8, 2021 / 1h 21m

1h 21m

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Description

Welcome to "CCAI Operations and Implementation", the fourth 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: Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Operations specialists:Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools.

Recommended prerequisite: Before taking this course, learners may wish to take the "CCAI Conversational Design Fundamentals" course.

Table of contents
  1. Course Overview
  2. Environment Management
  3. Drawing Insights from Recordings with SAF
  4. Intelligence Assistance for Live Agents
  5. Compliance and Security
  6. Best Practices
  7. Implementation Methodology
  8. Course Summary
  9. Course Resources