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Customer Experiences with Contact Center AI - Dialogflow ES (CCAIDES)



Welcome to "Customer Experiences with Contact Center AI" with a focus on Dialogflow ES. In this course, learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, virtual agent development utilizes Dialogflow ES. You'll also 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.

Who should attend

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.


Completed GCP Fundamentals or have equivalent experience

Course Objectives

Define what Contact Center AI (CCAI) is and what it can do for contact centers.
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 using Dialogflow ES.
Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.
Describe options for storing parameters and fulfilling user requests.
Describe how to deploy virtual agents to production.
Identify best practices for development of virtual agents in Dialogflow ES.
Identify key aspects, such as security and compliance, in the context of contact centers.

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