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Virtual Agent Development in Dialogflow CX for Software Devs

Google via Google Cloud Skills Boost

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Overview

Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" series. 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 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 type of role: Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API.

Syllabus

  • Course Overview
    • Course Introduction
  • Testing and Logging
    • Introduction
    • Dialogflow testing tools
    • Cloud Operations logs
    • Logging filters
    • General testing
    • Watchpoints
    • Validation errors
    • Audits
    • Quiz
    • Lab Intro Testing a Virtual Agent in DF CX
    • CCAI | Testing and Logging in DF CX
    • Lab Review Testing a Virtual Agent in DF CX
  • Taking Actions with Fulfillment
    • Introduction
    • What is fulfillment?
    • Where fulfillment is used
    • Cloud functions
    • Webhook fulfillment read
    • Webhook fulfillment write
    • Cloud Firestore
    • CF Setting Up
    • CF Testing
    • Cloud deployment
    • Quiz
  • Integrating Virtual Agents
    • Introduction
    • Integration options
    • Dialogflow API
    • Connectivity protocols
    • Telephony integration
    • Knowledge connectors
    • Quiz IVR Features
    • Quiz Contact Center AI integration points
    • Quiz Common platforms of integration
  • Course Review
    • Course review
  • Course Resources
    • Course Overview
    • Testing and Logging
    • Taking Actions with Fulfillment
    • Integrating Virtual Agents
    • Course Review

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