02
Conversational AI and its Engagement Framework
02
Conversational AI and its Engagement Framework
These skills were generated by AI. Do you agree this course teaches these skills?
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 next. Then, you'll gain a deep understanding of the core building blocks within the CES solution, seeing how each component contributes to delivering exceptional customer experiences. The course concludes by exploring the robust business case for CES, along with practical use cases and the various user personas that benefit from this innovative solution.
Course Info
Objectives
- Describe the purpose of Agent Assist, including features and limitations.
- List opportunities for generative AI to assist with customer service.
- Examine the core concepts of CES and describe the role of generative AI within the platform.
- Leverage Gen AI capabilities in CES.
- Articulate CES business cases.
- Identify use cases and and create personas to streamline and prioritize development efforts.
Prerequisites
None
Audience
All Audiences
Available languages
English
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