Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise.

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This is an intermediate course, intended for learners with the following type of role:

• Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API.

What You Will Learn

- Use Cloud Firestore to store customer data

- Implement fulfillment using Cloud Functions to read and write Firestore data

- Use Dialogflow tools for troubleshooting

- Describe some third party technology which can enhance the virtual agent

Course 2 of 4 in the Customer Experiences with Contact Center AI - Dialogflow CX Specialization

Syllabus

WEEK 1

Course introduction.

Testing and Logging

This module explores how to test and log in order to provide a good customer experience.

Taking Actions with Fulfillment

WEEK 2

Integrating Virtual Agents

In this module, you'll be introduced to connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business.

Course Review

Customer Experiences with Contact Center AI - Dialogflow CX Specialization

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Course Auditing

Coursera

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