Contact Center AI (CCAI) Platform

This learning path offers comprehensive training on Google Cloud's Contact Center AI Platform (CCAIP). Contact center agents will learn to use CCAIP's core features for handling customer interactions through chat and calls. Contact center managers will gain insights into monitoring, reporting, and configuring CCAIP to optimize performance. Contact center admins will dive deeper into advanced configuration, troubleshooting, and analysis of the platform. This learning path equips contact center professionals with the necessary skills to leverage CCAIP effectively for improved customer interactions and operational efficiency. How to follow this learning path: Contact Center Agents: 1. Take: Handle Consumer Interactions with CCAIP to learn the basics of using the platform for customer interactions. Contact Center Managers: 1. Start with: Handle Consumer Interactions with CCAIP to understand the agent experience. 2. Then take: Manage Functions and Reporting with CCAIP to learn how to monitor, analyze, and optimize team performance. Contact Center Admins: 1. Start with: Handle Consumer Interactions with CCAIP to gain a foundation in the platform's core features. 2. Then take: Manage Functions and Reporting with CCAIP to understand how to leverage data for decision-making. 3. Finally, complete: Configure and Maintain CCAIP as an Admin to master advanced configuration and troubleshooting techniques.