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Google Cloud

Contact Center AI: Operations and Implementation

Google Cloud and Google via Coursera

Overview

Welcome to "Contact Center AI: Operations and Implementation", the third course in the "Customer Experiences with Contact Center AI" specialization.

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:
• 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 already taken the "Contact Center AI Conversational Design with Dialogflow" course. Learners who are not comfortable with development concepts may skip the "Contact Center AI: Conversational Design Fundamentals" course, the second in the specialization, if desired.

Syllabus

  • Welcome to Contact Center AI: Operations and Implementation
    • Welcome to "Contact Center AI: Operations and Implementation", the third course in the "Customer Experiences with Contact Center AI" specialization. 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.

      Audience: 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.

      Prerequisites: Before taking this course, learners should have already taken the "Contact Center AI: Conversational Design Fundamentals" course. Learners who are not comfortable with development concepts may choose to skip all or part of the "Contact Center AI: Building a Dynamic Virtual Agent" course, the second in the specialization.
  • Intelligent Assistance for Live Agents
    • In this module, 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.
  • Drawing Insights from Recordings
    • In this module, you'll be introduced to Speech Analysis Framework which you can use to process recorded conversations into redacted text easily consumed by your business analysts.
  • Integrating Virtual Agents with Third Parties
    • 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.
  • Environment Management
    • In this module, you'll be introduced to Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes.
  • Methods of Compliance with Federal Regulations
    • In this module, you'll be introduced to compliance measures and regulations you should be aware of when bringing your virtual agent to production.
  • Best Practices for Virtual Agents
    • In this module, 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.
  • Summary of Specialization
    • Let's recap what was covered during this three-course specialization.

Taught by

Google Cloud Training

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