Customer Experiences with Contact Center AI - Dialogflow CX

In this comprehensive series offered by Google Cloud, you will delve into the world of Contact Center Artificial Intelligence (CCAI) and learn to design customer conversations using Dialogflow CX. Through a hands-on approach, you will explore the creation of virtual agents, testing using the simulator, and implementing functionality to access data from external systems. This course will equip you with the necessary skills to make virtual agents conversationally dynamic, while also addressing crucial aspects such as testing methods, connectivity protocols, APIs, environment management, and compliance measures.

Throughout the course, you will gain valuable insights into best practices for integrating conversational solutions with existing contact center software and implementing secure solutions at scale. Whether you are a citizen developer or a software developer, this course offers modules tailored to your needs, covering conversational design fundamentals, virtual agent development, Cloud Firestore implementation, troubleshooting, and the operational aspects of virtual agents. Furthermore, the course will introduce you to the Speech Analytics Framework (SAF) and the value Agent Assist adds to customer interactions.