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Contact Center AI: Building a Dynamic Virtual Agent

Google Cloud and Google via Coursera

Overview

Welcome to "Contact Center AI Virtual Agent Customization w/Dialogflow", the second course in the "Customer Experiences with Contact Center AI" specialization.

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
• Business managers

Prerequisite: Before taking this course, learners should have completed the "Contact Center AI Conversational Design with Dialogflow" course.

Syllabus

  • Welcome to Contact Center AI: Building a Dynamic Virtual Agent
    • Welcome to "Contact Center AI: Building a Dynamic Virtual Agent", the second course in the "Customer Experiences with Contact Center AI" specialization. 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. Before taking this course, learners should have completed the "Contact Center AI: Conversational Design Fundamentals" course.
  • Moving From Chat to Voice Virtual Agent
    • In this module, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations.
  • Taking Actions with Fulfillment
    • In this module, you'll be introduced to more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data.
  • Testing and Logging
    • In this module, you'll be introduced to methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise.

Taught by

Google Cloud Training

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