Contact Center AI: Conversational Design Fundamentals

Welcome to Contact Center AI: Conversational Design Fundamentals, the first course in the Customer Experiences with Contact Center AI course series. You'll learn how to design, develop, and deploy customer conversational solutions using (CCAI).

Welcome to 'Contact Center AI: Conversational Design Fundamentals', the first course in the 'Customer Experiences with Contact Center AI' course series. In this course, learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to Contact Center AI and its three pillars, Dialogflow, Agent Assist, and Insights, the concept of conversational experiences and how the study of them influences the design of your virtual agent, the objects, tools, and methods to get your basic virtual agent up and running, and using context so that you can take your virtual agent to the next level of intelligent conversation. 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.

Topics:

• Course Overview
• Overview of Contact Center AI
• Conversational Experiences
• Fundamentals of Building Conversations with Dialogflow
• Maintaining Context in a Conversation
• Course Resources