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. 7 hours to complete
English

What you will learn

  • Deploy a virtual agent to production.

  • Identify best practices for design and deployment of virtual agents.

  • Identify key aspects, such as security and compliance in the context of contact centers.

Skills you will gain

Intelligent assistanceEnvironment managementInsightsThird party integration
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. 7 hours to complete
English

Offered by

Placeholder

Google Cloud

Syllabus - What you will learn from this course

Week
1

Week 1

18 minutes to complete

Welcome to Contact Center AI: Operations and Implementation

18 minutes to complete
1 video (Total 3 min), 2 readings
1 video
2 readings
Course Introduction5m
How to Send Feedback10m
1 hour to complete

Intelligent Assistance for Live Agents

1 hour to complete
5 videos (Total 19 min)
5 videos
What is Agent Assist4m
Where Agent Assist fits in6m
Sample integrations4m
Demo of Agent Assist3m
1 practice exercise
Helping agents enhance the customer experience with knowledge bases, smart replies, and document assistance30m
Week
2

Week 2

4 hours to complete

Drawing Insights from Recordings

4 hours to complete
7 videos (Total 12 min)
7 videos
Speech Analysis Framework3m
How SAF works3m
AutoML2m
CDLP1m
Lab Intro Using SAF39s
Lab Review Using SAF22s
1 practice exercise
Speech Analysis Framework30m
Week
3

Week 3

25 minutes to complete

Integrating Virtual Agents with Third Parties

25 minutes to complete
6 videos (Total 10 min)
6 videos
Integration options35s
Dialogflow API4m
Connectivity protocols1m
Telephony integration1m
Knowledge connectors1m
3 practice exercises
IVR Features5m
Contact Center AI integration points5m
Common platforms of integration5m
1 hour to complete

Environment Management

1 hour to complete
5 videos (Total 8 min)
5 videos
Environment management1m
Environment configuration5m
Lab Intro: Managing Environments13s
Lab Review: Managing Environments18s
1 practice exercise
Environment management5m
12 minutes to complete

Methods of Compliance with Federal Regulations

12 minutes to complete
4 videos (Total 7 min)
4 videos
Security architecture1m
Data security2m
Webhook security2m
1 practice exercise
Security and Compliance5m
16 minutes to complete

Best Practices for Virtual Agents

16 minutes to complete
5 videos (Total 11 min)
5 videos
Design5m
Testing and validation42s
Production29s
Operational3m
1 practice exercise
Best Practices5m
1 minute to complete

Summary of Specialization

1 minute to complete
1 video (Total 1 min)
1 video

About the Customer Experiences with Contact Center AI Specialization

Customer Experiences with Contact Center AI

Frequently Asked Questions

More questions? Visit the Learner Help Center.