Contact Center AI: Operations and Implementation

BY
Google via Coursera

Lavel

Intermediate

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
Readings
  • How to Send Feedback

Week 1: Environment Management

Videos
  • Introduction
  • Environment management
  • Environment configuration
  • Lab Intro Managing Environments in Dialogflow
  • Lab Review Managing Environments in Dialogflow
Practice Exercise
  • Quiz

Week 1: Drawing Insights from Recordings with SAF

Videos
  • Introduction
  • Speech Analysis Framework
  • How SAF works
  • AutoML
  • CDLP
  • Lab Intro Using SAF
  • Lab Review Using SAF
Practice Exercise
  • Quiz

Week 2: Intelligence Assistance for Live Agents

Videos
  • Introduction
  • What is Agent Assist?
  • Where Agent Assist fits in
  • Sample integrations
  • Demo of Agent Assist
Practice Exercise
  • Quiz

Week 2: Compliance and Security

Videos
  • Introduction
  • Security architecture
  • Data security
  • Webhook security
Practice Exercise
  • Quiz

Week 2: Best Practices

Videos
  • Introduction
  • Design phase best practices
  • Testing and validation
  • Production
  • Operational
Practice Exercise
  • Quiz

Week 2: Course Summary

Videos
  • Course review

Instructors

Google Cloud Training
Instructor
Google Cloud

Articles

Popular Articles

Latest Articles

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