In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow ES 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.
Lab based assignments include conversational design, running prebuilt virtual agents, creating a basic chat virtual agent, adding contexts and voice to virtual agents, using cloud functions, testing a virtual agent, managing environments in Dialogflow ES, and using Speech Analytics Framework.