Customer Experiences with Contact Center AI - Dialogflow CX Specialization

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow CX to create virtual agents and test them using the simulator. Learn to add functionality to access data from external systems, making virtual agents conversationally dynamic. You'll be introduced to testing methods, connectivity protocols, APIs, environment management, and compliance measures. Learn best practices for integrating conversational solutions with your existing contact center software and implementing solutions securely and at scale.

WHAT YOU WILL LEARN

• Explain how Dialogflow can be used in Contact Center applications.
• Implement a virtual agent using Dialogflow CX, including reading and writing from Firestore using Cloud Functions and using tools for troubleshooting.
• Manage virtual agent environments and identify key aspects such as security and compliance in the context of contact centers.
• Analyze audio recordings using the Speech Analytics Framework (SAF) and recognize use cases where Agent Assist adds value.