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:
Prerequisite: Before taking this course, learners should have completed the "CCAI Virtual Agent Development in Dialogflow ES for Citizen Developers" course.
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.
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.
Integrating Virtual Agents
In this module, you'll be introduced to 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.
This module is used to review what was covered in the course.