Contact Center AI: Conversational Design Fundamentals
Welcome to Contact Center AI: Conversational Design Fundamentals, the first course in the Customer Experiences with Contact Center AI course series. You'll learn how to design, develop, and deploy customer conversational solutions using (CCAI).
What you'll learn
Welcome to 'Contact Center AI: Conversational Design Fundamentals', the first course in the 'Customer Experiences with Contact Center AI' course series. 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, and Business managers.
Table of contents
- Introduction 1m
- User Interface 1m
- Design 2m
- Intents 2m
- Entities 3m
- Actions and Responses 2m
- Training the agent 3m
- Advanced training 4m
- Testing tools 4m
- Knowledge 1m
- Best Practices 2m
- Lab Intro Dialogflow Fundamentals 0m
- Getting Started With GCP And Qwiklabs 4m
- Lab: CECCAI | Building a basic chat virtual agent (OD) 0m
- Lab Review Dialogflow Fundamentals 0m
- Lab Intro KB Connector 0m
- Lab: CECCAI | Creating a knowledge base connector (OD) 0m
- Lab Review KB Connector 1m
