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Certification Course

Customer Experiences with Contact Center AI - Dialogflow ES

Learn about CCAI and how to create Dialogflow ES agents. Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI).

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In this course, you will :

Explain the use of Dialogflow in Contact Center applications.
Create a virtual agent with Dialogflow ES, 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 :