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.
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
• Environment Management
  9mins
• Drawing Insights from Recordings with SAF
  12mins
• Intelligence Assistance for Live Agents
  19mins
• Compliance and Security
  7mins
• Best Practices
  11mins
• Implementation Methodology
  17mins
• Course Summary
  0mins
• Course Resources
  1min