Customer Experiences with Contact Center AI - Dialogflow ES

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Customer Experiences with Contact Center AI - Dialogflow ES

Author: Google Cloud

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow ES 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 ES, 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 ES

Learn how to use Contact Center Artificial Intelligence (CCAI) and Dialogflow ES 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 ES for Citizen Devs

by Google Cloud

Sep 3, 2021 / 1h 13m

1h 13m

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Description

Welcome to "Virtual Agent Development in Dialogflow ES 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). You will use Dialogflow ES to create virtual agents and test them using the Dialogflow ES simulator. This course also provides best practices on developing virtual agents. You will also be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations. Through a combination of presentations, demos, and hands-on labs, participants learn how to create virtual agents. 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 ES
  3. Maintaining Context in a Conversation
  4. Moving From Chat to Voice Virtual Agent
  5. Course Review
  6. Course Resources

CCAI Virtual Agent Development in Dialogflow ES for Software Developers

by Google Cloud

Sep 7, 2021 / 1h 16m

1h 16m

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Description

Welcome to "CCAI Virtual Agent Development in Dialogflow ES for Software Developers", the third course in the "Customer Experiences with Contact Center AI" series. In this course, learn to use additional features of Dialogflow ES for your virtual agent, create a Firestore instance to store customer data, and implement cloud functions that access the data. With the ability to read and write customer data, learner’s virtual agents are conversationally dynamic and able to defer contact center volume from human agents. You'll be introduced to methods for testing your virtual agent and logs which can be useful for understanding issues that arise. Lastly, learn about connectivity protocols, APIs, and platforms for integrating your virtual agent with services already established for your business. 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 "CCAI Virtual Agent Development in Dialogflow ES for Citizen Developers" 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

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