Learn how to use CCAI Dialogflow CX. Learn how to use Contact Center Artificial Intelligence (CCAI) to design, develop, and deploy customer conversational solutions

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

您将学到的内容有

Explain how Dialogflow can be used in Contact Center applications.

Implement a virtual agent using Dialogflow CX, including reading and writing from Firestore using Cloud Functions and using tools for troubleshooting.

Manage virtual agent environments and identify key aspects such as security and compliance in the context of contact centers.

Analyze audio recordings using the Speech Analytics Framework (SAF) and recognize use cases where Agent Assist adds value.

您将获得的技能

Conversational design
Dialogflow CX development
Virtual agent
Firestore database creation
Cloud Functions
Operations Management
Environment management

关于此专项课程

2,722 次近期查看

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow CX 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.

应用的学习项目

This Specialization includes lab based assignments, such as creating a basic chat virtual agent, running prebuilt virtual agents, adding contexts and voice to virtual agents, adding route groups, using cloud functions and managing environments in Dialogflow CX.

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。

初级

This is a beginner to intermediate course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools.

完成课程大约需要 3 个月

建议进度：1 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。

初级

完成课程大约需要 3 个月

建议进度：1 小时/周

英语（English）

字幕：英语（English）

专项课程的运作方式

加入课程

Coursera 专项课程是帮助您掌握一门技能的一系列课程。若要开始学习，请直接注册专项课程，或预览专项课程并选择您要首先开始学习的课程。当您订阅专项课程的部分课程时，您将自动订阅整个专项课程。您可以只完成一门课程，您可以随时暂停学习或结束订阅。访问您的学生面板，跟踪您的课程注册情况和进度。

实践项目

每个专项课程都包括实践项目。您需要成功完成这个（些）项目才能完成专项课程并获得证书。如果专项课程中包括单独的实践项目课程，则需要在开始之前完成其他所有课程。

获得证书

在结束每门课程并完成实践项目之后，您会获得一个证书，您可以向您的潜在雇主展示该证书并在您的职业社交网络中分享。

此专项课程包含 4 门课程

课程1

课程 1

Contact Center AI: Conversational Design Fundamentals

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Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series.

In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation. This is a beginner course, intended for learners with the following types of roles: • Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. • Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. • Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. 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

Virtual Agent Development in Dialogflow CX for Citizen Devs

Welcome to "CCAI Virtual Agent Development in Dialogflow CX for Citizen Developers", the second course in the "Customer Experiences with Contact Center AI" series.

In this course, learn how to develop 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 using Dialogflow CX. This is an intermediate course, intended for learners with the following types of roles: • Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. • Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Prerequisite: Before taking this course, learners should have completed the "CCAI Conversational Design Fundamentals" course.

课程3

课程 3

Virtual Agent Development in Dialogflow CX for Software Devs

Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" series.

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 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 type of role: • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Prerequisite: Before taking this course, learners should have completed the "Virtual Agent Development in Dialogflow CX for Citizen Devs" course.

课程4

课程 4

Contact Center AI: Operations and Implementation

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Welcome to "CCAI Operations and Implementation", the fourth course in the "Customer Experiences with Contact Center AI" series.

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: • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. • Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. Recommended prerequisite: Before taking this course, learners may wish to take the "CCAI Conversational Design Fundamentals" course.

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Google Cloud Training

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357 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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完成注册课程后，您可以学习专项课程中的所有课程，并且完成作业后可以获得证书。如果您只想阅读和查看课程内容，可以免费旁听该课程。如果您无法承担课程费用，可以申请助学金。
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。
完成专项课程需要多长时间？
8 Weeks at approximately 4 hours per week
What background knowledge is necessary?
This is a beginner to intermediate course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools.
Do I need to take the courses in a specific order?
It is recommended to take the courses in the following order CCAI Conversational Design Fundamentals CCAI Virtual Agent Development in Dialogflow CX for Citizen Developers CCAI Virtual Agent Development in Dialogflow CX for Software Developers CCAI Operations and Implementation

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