01
Conversational Insights
In this course you will learn how to leverage Conversational Insights to uncover hidden information from your contact center data to increase operational efficiency and drive data-driven business decisions.
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For learners seeking the latest product training, this path contains courses directly sourced and adapted from our internal and partner training catalogs.
Courses contained in this path are still in development, subject to frequent (or infrequent) updates, and may be unceremoniously ejected from the catalog on short notice.
While we work hard to ensure content is accurate and up to date, we won't make that guarantee.
For those willing to dive into this learning path, you'll be rewarded with our latest product training insights.
02
Conversational AI and its Engagement Framework
Transform your understanding of customer service with this course on the Customer Engagement Suite (CES) and its powerful generative AI capabilities. You'll start by tracing the journey of contact centers, understanding how they've evolved and where gen AI is propelling them...
03
Customer Engagement Suite with Google AI Architecture
In this course you will learn the key architectural considerations that need to be taken into account when designing for the implementation of Conversational AI solutions. Please note Dialogflow CX was recently renamed to Conversational Agents and CCAI Insights was...
04
Agent Summarization (Custom)
In this course you will learn how Contact Center AI Agent Assist can help distill complex customer interactions into concise and clear summaries.
05
Virtual FAQ with data store agents
In this course, you will learn how to develop a generative agent capable of answering questions from websites, documents, and/or unstructured data.
06
Basic Performance Measurement
This course explores the fundamentals of the feedback loop process for Virtual Agent development and introduces the native capabilities within Dialogflow CX that support it
07
DFCX Bot Building Quality Assurance and Deployment Lifecycle
This course explores the quality assurance best practices and the tools available in Dialogflow CX to ensure production grade quality during Virtual Agent development, as well as the key tenets for the creation of a robust end to end deployment...
08
Building a Virtual Agent with Dialogflow CX
Learn how to build a basic virtual agent for your contact center using Dialogflow CX.
09
Conversation Design Fundamentals
This course explores the foundational principles of conversation design to craft engaging and effective chatbot experiences that emulate human-like experiences.
10
Webhook fundamentals
In this course, you will learn the important role that different types of webhooks play in Dialogflow CX development, and how to effectively integrate them into your routine configuration of a Virtual Agent.
11
Incorporating Generative Features into Complex DFCX Agents
In this course you will learn how to integrate multiple advanced generative capabilities within a Dialogflow CX agent.
12
Building Complex End to End Self-Service Experiences in Dialogflow CX
This course will equip you with the tools to develop complex conversational experiences in Dialogflow CX capable of identifying the user intent and routing it to the right self service flow.
13
Conversational AI Voice and Chat Integrations
Learn about building conversational AI voice and chat integrations, including how telephony systems can connect with Google to enable phone-based interactions within the Conversational AI ecosystem. Explore key topics such as the differences between chat and voice conversations, the writing...
14
Advanced Webhook Concepts
This course explores advanced technical considerations to optimize Webhook connectivity for comprehensive, end-to-end, Virtual Agent self-service experiences.
15
Advanced Performance Measurement
In this course, you will learn about advanced methods and tools to monitor the performance of your virtual agents in Dialogflow CX
16
Create Agents with Generative Playbooks
This course will teach you how to build conversational experiences for Conversational Agents using Generative Playbooks. You'll start with an introduction to playbooks and learn how to set up your first one. You'll also learn about the importance of testing, as...
17
Advanced Conversation Design
In this course, you will learn the advanced conversational design principles for both the Voice and Caht channels to craft engaging and effective end-to-end experiences that emulate human-like interactions.
18
Agent Assist and its Gen AI Capabilities
Unlock the power of generative AI to create intelligent, automated agents. After completing this course, you'll be equipped to develop a data store agent that can instantly answer complex questions by automatically extracting and synthesizing information from your websites, documents,...
19
Agent Assist Voice and Integrations
In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Voice channel, as well as the options available for integration with other platforms in the...