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.
Author Name: Google Cloud
Author Description:
Google Cloud can help solve your toughest problems and grow your business. With Google Cloud, their infrastructure is your infrastructure. Their tools are your tools. And their innovations are your innovations.

Table of Contents

• Course Overview
  1min
• Overview of Contact Center AI
  20mins
• Conversational Experiences
  25mins
• Fundamentals of Designing Conversations
  15mins
• Dialogflow Product Options
  9mins
• Course Review
  0mins
• Course Resources
  1min