Contact Center AI: Conversational Design Fundamentals (Coursera)

This is an intermediate course, intended for learners with the following types of roles:

• Architects and systems integrators implementing Contact Center AI

• Conversational Architects

• Contact center virtual agent and application developers

• Business managers
Prerequisite:

To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

What You Will Learn

- Define what Google Contact Center AI is.

- Explain how Dialogflow can be used in contact center applications.

- Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.

- Implement a chat virtual agent.

Course 1 of 3 in the Customer Experiences with Contact Center AI Specialization.

Syllabus

WEEK 1

Welcome to Contact Center AI: Conversational Design Fundamentals

Welcome to "Contact Center AI: Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" specialization. In this course, learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to Contact Center AI and its three pillars, Dialogflow, Agent Assist, and Insights, the concept of conversational experiences and how the study of them influences the design of your virtual agent, the objects, tools, and methods to get your basic virtual agent up and running, and using context so that you can take your virtual agent to the next level of intelligent conversation. This is an intermediate course, intended for learners with the following types of roles: Architects and systems integrators implementing Contact Center AI, Conversational Architects, Contact center virtual agent and application developers, and Business managers. To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

Overview of Contact Center AI

In this module, you will be introduced to Contact Center AI and its three pillars, Dialogflow, Agent Assist, and Insights.

Conversational Experiences

In this module, you'll be introduced to the concept of conversational experiences and how the study of them influences the design of your virtual agent.

WEEK 2

Fundamentals of Building Conversations with Dialogflow

In this module, you'll be introduced to the objects, tools, and methods to get your basic virtual agent up and running.

WEEK 3

Maintaining Context in a Conversation

In this module, you'll be introduced to using context so that you can take your virtual agent to the next level of intelligent conversation.