Google Cloud Skills Boost

Contact Center Engineer Learning Path

Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI).

school 8 activities
update Last updated 2 months
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This learning path is for contact center engineers, architects, and designers. Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You'll also practice building virtual agents using Dialogflow EX and CX, and 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.
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01

Contact Center AI: Conversational Design Fundamentals

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show_chart Introductory

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...

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02

Virtual Agent Development in Dialogflow ES for Citizen Devs

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show_chart Intermediate

Welcome to "Virtual Agent Development in Dialogflow ES for Citizen Devs", the second course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You...

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03

Virtual Agent Development in Dialogflow ES for Software Devs

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show_chart Intermediate

Welcome to "CCAI Virtual Agent Development in Dialogflow ES for Software Developers", the third course in the "Customer Experiences with Contact Center AI" series. In this course, learn to use additional features of Dialogflow ES for your virtual agent, create...

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04

Virtual Agent Development in Dialogflow CX for Citizen Devs

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show_chart Intermediate

Welcome to "Virtual Agent Development in Dialogflow CX for Citizen Devs", the second course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In...

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05

Virtual Agent Development in Dialogflow CX for Software Devs

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show_chart Intermediate

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...

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06

CCAI Operations and Implementation

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show_chart Intermediate

Welcome to "CCAI Operations and Implementation", the fourth course in the "Customer Experiences with Contact Center AI" series. In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human...

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07

Automate Interactions with Contact Center AI

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access_time 7 hours 15 minutes
show_chart Intermediate

Earn a skill badge by completing the Automate Interactions with Contact Center AI quest, where you will learn about the features of Contact Center AI, including how to Build a virtual agent, Design conversation flows for your virtual agent; Add...

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08

Create Conversational AI Agents with Dialogflow CX

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access_time 6 hours 15 minutes
show_chart Introductory

Earn a skill badge by completing the Create Conversational AI Agents with Dialogflow CX quest, where you will learn how to create a conversational virtual agent, including how to: define intents and entities, use versions and environments, create conversational branching,...

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