Customer Experiences with Contact Center AI Specialization

Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You'll also learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. Google partners with leading telephony providers to complete a contact center solution that will delight your customers and increase efficiencies for your business.
WHAT YOU WILL LEARN
- Define what Google Contact Center AI is and how it can be used in contact center applications.
- Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.
- Implement virtual agent for chat and voice channels.
- Identify best practices for design and deployment of virtual agents and key aspects such as security and compliance in the context of contact centers.

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Contact Center AI: Conversational Design Fundamentals (Coursera)

Sep 27th 2021
Contact Center AI: Conversational Design Fundamentals (Coursera)
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Welcome to "Contact Center AI Conversational Design with Dialogflow", 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 [...]
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Contact Center AI: Operations and Implementation (Coursera)

In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. In this course, you'll be introduced to Agent Assist and the technology it uses so you can delight [...]
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