Cust conversation solutions with Contact Center AI. Design, develop, and deploy customer conversational solutions for your contact center.

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Google Cloud Training

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Customer Experiences with Contact Center AI 专项课程Google 云端平台

您将学到的内容有

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.

您将获得的技能

Virtual agent developmentSAF deploymentCloud Function developmentConversational analysisConversational designVirtual agentFulfillmentVoiceCloud FunctionsIntelligent assistanceEnvironment managementInsights

关于此专项课程

2,515 次近期查看

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.

应用的学习项目

During the labs in this course you get hands-on experience building out a virtual agent for a fictitious online Cloud audio business. After completing this course, you’ll be able to create virtual agents that converse with customers to satisfy common needs.

可分享的证书

完成后获得证书

100% 在线课程

立即开始，按照自己的计划学习。

灵活的计划

设置并保持灵活的截止日期。

中级

Completed Google Cloud Product Fundamentals or have equivalent experience

完成课程大约需要 3 个月

建议进度：3 小时/周

英语（English）

字幕：英语（English）

可分享的证书

完成后获得证书

100% 在线课程

立即开始，按照自己的计划学习。

灵活的计划

设置并保持灵活的截止日期。

中级

Completed Google Cloud Product Fundamentals or have equivalent experience

完成课程大约需要 3 个月

建议进度：3 小时/周

英语（English）

字幕：英语（English）

此专项课程包含 3 门课程

课程1

课程 1

Contact Center AI: Conversational Design Fundamentals

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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 its three pillars, Dialogflow, Agent Assist, and Insights, the concept of conversational experiences and how the study of them influences the design of your virtual agent, the objects, tools, and methods to get your basic virtual agent up and running, and using context so that you can take your virtual agent to the next level of intelligent conversation. This is an intermediate course, intended for learners with the following types of roles: • Architects and systems integrators implementing Contact Center AI • Conversational Architects • Contact center virtual agent and application developers • Business managers Prerequisite: To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

课程2

课程 2

Contact Center AI: Building a Dynamic Virtual Agent

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Welcome to "Contact Center AI Virtual Agent Customization w/Dialogflow", the second course in the "Customer Experiences with Contact Center AI" specialization.

In this course, learn how to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations, more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise. This is an intermediate course, intended for learners with the following types of roles: • Architects and systems integrators implementing Contact Center AI • Conversational Architects • Contact center virtual agent and application developers • Business managers Prerequisite: Before taking this course, learners should have completed the "Contact Center AI Conversational Design with Dialogflow" course.

课程3

课程 3

Contact Center AI: Operations and Implementation

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Welcome to "Contact Center AI: Operations and Implementation", the third course in the "Customer Experiences with Contact Center AI" specialization.

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 your customers with the efficiencies and accuracy of services provided when customers require human agents, connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business, Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes, compliance measures and regulations you should be aware of when bringing your virtual agent to production, and you'll be given tips from virtual agent subject matter experts on how to avoid mishaps in your design and implementation that will result in a poor experience for your customers. This is an intermediate course, intended for learners with the following types of roles: • Architects and systems integrators implementing Contact Center AI • Conversational Architects • Contact center virtual agent and application developers • Business managers Prerequisite: Before taking this course, learners should have already taken the "Contact Center AI Conversational Design with Dialogflow" course. Learners who are not comfortable with development concepts may skip the "Contact Center AI: Conversational Design Fundamentals" course, the second in the specialization, if desired.

讲师

Google Cloud Training

1,213,045 个学生

261 门课程

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Google 云端平台

We help millions of organizations empower their employees, serve their customers, and build what’s next for their businesses with innovative technology created in—and for—the cloud. Our products are engineered for security, reliability, and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping customers apply our technologies to create success.

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此课程是 100% 在线学习吗？是否需要现场参加课程？
此课程完全在线学习，无需到教室现场上课。您可以通过网络或移动设备随时随地访问课程视频、阅读材料和作业。
完成专项课程后我会获得大学学分吗？
此专项课程不提供大学学分，但部分大学可能会选择接受专项课程证书作为学分。查看您的合作院校了解详情。
完成专项课程后我会获得大学学分吗？
此专项课程不提供大学学分，但部分大学可能会选择接受专项课程证书作为学分。查看您的合作院校，了解详情。Coursera 上的在线学位和 Mastertrack™ 证书提供获得大学学分的机会。
完成专项课程需要多长时间？
Completed Google Cloud Product Fundamentals or have equivalent experience
Desirable but not required:
Knowledge of a programming language such as Python or JavaScript
Do I need to take the courses in a specific order?
Yes. “CCAI Conversational Design and Fundamentals of Dialogflow”, should be taken first. The second course, “CCAI Virtual Agent Customization with Dialogflow”, and third course, “CCAI Operations and Implementation”, can be taken in any order after completing the first course.
I’m a conversational analyst. Should I take all three courses?
Conversational analysts should definitely take “CCAI Conversational Design and Fundamentals of Dialogflow”. “CCAI Virtual Agent Customization with Dialogflow” may be a significant challenge, depending on your specific background. Developers and engineers should take all three courses.
I’m a developer with a business analyst team who will supply the virtual agent design (i.e., I won’t be involved in the design). Should I skip the first course?
Developers need to have a good grasp of how conversational design works versus the traditional IVR design. Without taking “CCAI Conversational Design and Fundamentals of Dialogflow”, there would be gaps in the knowledge. Therefore, it is recommended to take “CCAI Conversational Design and Fundamentals of Dialogflow”.

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