About this Course

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Intermediate Level

Completed Google Cloud Product Fundamentals or equivalent experience . Knowledge of a programming language such as Python or JavaScript .

Approx. 9 hours to complete
English

What you will learn

  • Define what Google Contact Center AI is.

  • Explain how Dialogflow can be used in contact center applications.

  • Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.

  • Implement a chat virtual agent.

Skills you will gain

Conversational designVirtual agent
Shareable Certificate
Earn a Certificate upon completion
100% online
Start instantly and learn at your own schedule.
Flexible deadlines
Reset deadlines in accordance to your schedule.
Intermediate Level

Completed Google Cloud Product Fundamentals or equivalent experience . Knowledge of a programming language such as Python or JavaScript .

Approx. 9 hours to complete
English

Offered by

Placeholder

Google Cloud

Syllabus - What you will learn from this course

Week
1

Week 1

13 minutes to complete

Welcome to Contact Center AI: Conversational Design Fundamentals

13 minutes to complete
1 video (Total 3 min), 1 reading
1 video
1 reading
How to Send Feedback10m
25 minutes to complete

Overview of Contact Center AI

25 minutes to complete
8 videos (Total 20 min)
8 videos
Why is Contact Center AI needed4m
CCAI Telecommunications1m
What is Contact Center AI3m
How Dialogflow fits within CCAI4m
Agent Assist32s
One AI architecture3m
Use case26s
1 practice exercise
Contact Center AI fundamentals5m
1 hour to complete

Conversational Experiences

1 hour to complete
11 videos (Total 25 min)
11 videos
A Conversation Experience4m
Natural Language Understanding4m
Context in Conversation2m
Design, Develop, Deploy33s
Design Phase2m
Design Principles3m
Agent Persona1m
Style Guide37s
Develop and Deploy54s
Best practices4m
1 practice exercise
Conversational Experiences5m
Week
2

Week 2

5 hours to complete

Fundamentals of Building Conversations with Dialogflow

5 hours to complete
16 videos (Total 31 min)
16 videos
User Interface1m
Design2m
Intents1m
Entities3m
Actions and Responses1m
Training the agent2m
Advanced training3m
Testing tools4m
Knowledge1m
Best Practices2m
Coursera: Getting Started with Google Cloud Platform and Qwiklabs4m
Lab Intro Dialogflow Fundamentals26s
Lab Review Dialogflow Fundamentals21s
Lab Intro KB Connector11s
Lab Review KB Connector30s
1 practice exercise
DF Fundamentals: Intents and Entities5m
Week
3

Week 3

4 hours to complete

Maintaining Context in a Conversation

4 hours to complete
10 videos (Total 32 min)
10 videos
Context2m
Active v inactive4m
Input v output6m
Lifespan2m
Configuration7m
Follow-up2m
Best practices3m
Lab Intro: Adding Contexts to your Virtual Agent23s
Lab Review: Adding Contexts to your Virtual Agent19s
1 practice exercise
Context4m

About the Customer Experiences with Contact Center AI Specialization

Customer Experiences with Contact Center AI

Frequently Asked Questions

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