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In this course, you will learn :
- Explain the use of Dialogflow in Contact Center applications.
- Create a virtual agent with Dialogflow CX, including reading and writing from Firestore with Cloud Functions and using troubleshooting tools.
- In the context of contact centres, manage virtual agent environments and identify key aspects such as security and compliance.
- Using the Speech Analytics Framework (SAF), analyse audio recordings and identify use cases where Agent Assist adds value.
Syllabus :
- Contact Center AI: Conversational Design Fundamentals
- Virtual Agent Development in Dialogflow CX for Citizen Devs
- Virtual Agent Development in Dialogflow CX for Software Devs
- Contact Center AI: Operations and Implementation
