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    Contact Center AI: Conversational Design Fundamentals

    BY
    Google via Coursera

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    Lavel

    Beginner

    Mode

    Online

    Duration

    2 Weeks

    Quick Facts

    particular details
    Medium of instructions English
    Mode of learning Self study
    Mode of Delivery Video and Text Based

    Course and certificate fees

    certificate availability

    Yes

    certificate providing authority

    Coursera

    The syllabus

    Week 1: Course Overview

    Videos
    • Course Introduction
    • Getting Started with Google Cloud Platform and Qwiklabs
    Readings
    • How to Send Feedback

    Week 1: Overview of Contact Center AI

    Videos
    • Introduction
    • Why is Contact Center AI needed
    • CCAI Telecommunications
    • What is Contact Center AI
    • How Dialogflow fits within CCAI
    • Agent Assist
    • One AI architecture
    • Use case
    Practice Exercise
    • Contact Center AI Fundamentals

    Week 1: Conversational Experiences

    Videos
    • Introduction
    • A Conversation Experience
    • Natural Language Understanding
    • Context in Conversation
    • Design, Develop, Deploy
    • Design Phase
    • Design Principles
    • Agent Persona
    • Style Guide
    • Develop and Deploy
    • Best practices
    Practice Exercise
    • Conversational Experiences

    Week 2: Fundamentals of Designing Conversations

    Videos
    • Introduction
    • Design
    • Intents
    • Entities
    • Actions and Responses
    • Best Practices
    • Lab Intro Agent design fundamentals
    • Lab Review Agent design fundamentals
    Readings
    • Lab Agent design fundamentals - sample form
    • Lab Agent design fundamentals - example
    Practice Exercise
    • DF Agent design fundamentals

    Week 2: Dialogflow Product Options

    Videos
    • Introduction
    • Overview of Dialogflow
    • ES User Interface
    • CX User Interface
    • High level comparisons
    • Lab Intro Running a Prebuilt Virtual Agent with Dialogflow
    • Lab Review Running a Prebuilt Virtual Agent with Dialogflow
    Practice Exercise
    • DF Product Options

    Week 2: Course Review

    Videos
    • Course review

    Instructors

    Google Cloud Training
    Instructor
    Google Cloud

    Articles

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