Share Description
In this course, you will learn :
- 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 chat and voice virtual agents
Syllabus :
1. Overview of Contact Center AI
- Why is Contact Center AI needed
- CCAI Telecommunications
- What is Contact Center AI
- How Dialogflow fits within CCAI
- Agent Assist
- One AI architecture
- Use case
2. Conversational Experiences
- A Conversation Experience
- Natural Language Understanding
- Context in Conversation
- Design, Develop, Deploy
- Design Phase
- Design Principles
- Agent Persona
- Style Guide
- Develop and Deploy
3. Fundamentals of Designing Conversations
- Design
- Intents
- Entities
- Actions and Responses
- Best Practices
- Lab Intro Agent design fundamentals
- Lab Review Agent design fundamentals
4. Dialogflow Product Options
- Overview of Dialogflow
- ES User Interface
- CX User Interface
- High level comparisons
- Lab Intro Running a Prebuilt Virtual Agent with Dialogflow
- Lab Review Running a Prebuilt Virtual Agent with Dialogflow
