01

Contact Center AI: Conversational Design Fundamentals

01

Contact Center AI: Conversational Design Fundamentals

3 hours 45 minutes Introductory universal_currency_alt 5 Credits

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.

When you complete this course, you can earn the badge displayed here! View all the badges you have earned by visiting your profile page. Boost your cloud career by showing the world the skills you have developed!

Badge for Contact Center AI: Conversational Design Fundamentals
info
Course Info
Objectives
  • Define what is Google CCAI
  • Explain how Dialogflow can be used in Contact Center applications
  • Describe how NLU is used to enable Dialogflow conversations
  • Collaborate with a virtual agent developer on the design of a chat virtual agent
  • Collaborate with a virtual agent developer on the design of a voice virtual agent
  • Identify best practices for design of virtual agents
Prerequisites
To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.
Audience
    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.
Available languages
English
What do I do when I finish this course?
After finishing this course, you can explore additional content in your learning path or browse the catalog.
What badges can I earn?
Upon finishing the required items in a course, you will earn a badge of completion. Badges can be viewed on your profile and shared with your social network.
Interested in taking this course with one of our authorized on-demand partners?
Explore Google Cloud content on Coursera and Pluralsight.
Prefer learning with an instructor?
View the public classroom schedule here.
Can I take this course for free?
When you enroll into most courses, you will be able to consume course materials like videos and documents for free. If a course consists of labs, you will need to purchase an individual subscription or credits to be able consume the labs. Labs can also be unlocked by any campaigns you participate in. All required activities in a course must be completed to be awarded the completion badge.
Preview