Contact Center AI: Conversational Design Fundamentals (Coursera)
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Apr 22nd 2024
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.