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Google Cloud

Contact Center AI: Conversational Design Fundamentals

Google Cloud and Google via Coursera

Overview

Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series.

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.

Syllabus

  • Course Overview
    • Introduction to course
  • Overview of Contact Center AI
    • In this module, you will be introduced to Contact Center AI and its three pillars, Dialogflow, Agent Assist, and Insights.
  • Conversational Experiences
    • In this module, you'll be introduced to the concept of conversational experiences and how the study of them influences the design of your virtual agent.
  • Fundamentals of Designing Conversations
    • In this module, you'll be introduced to the objects, tools, and methods to get your basic virtual agent up and running.
  • Dialogflow Product Options
    • This module will help learners discover the Dialogflow product options that can be used to develop virtual agents.
  • Course Review
    • Course review

Taught by

Google Cloud Training

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