Conversational designDialogflow CX developmentVirtual agentFirestore database creationCloud FunctionsOperations ManagementEnvironment management
Customer Experiences with Contact Center AI - Dialogflow CX Specialization
Learn how to use CCAI Dialogflow CX. Learn how to use Contact Center Artificial Intelligence (CCAI) to design, develop, and deploy customer conversational solutions
Offered By
What you will learn
Explain how Dialogflow can be used in Contact Center applications.
Implement a virtual agent using Dialogflow CX, including reading and writing from Firestore using Cloud Functions and using tools for troubleshooting.
Manage virtual agent environments and identify key aspects such as security and compliance in the context of contact centers.
Analyze audio recordings using the Speech Analytics Framework (SAF) and recognize use cases where Agent Assist adds value.
Skills you will gain
About this Specialization
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In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow CX to create virtual agents and test them using the simulator. Learn to add functionality to access data from external systems, making virtual agents conversationally dynamic. You'll be introduced to testing methods, connectivity protocols, APIs, environment management, and compliance measures. Learn best practices for integrating conversational solutions with your existing contact center software and implementing solutions securely and at scale.
Applied Learning Project
This Specialization includes lab based assignments, such as creating a basic chat virtual agent, running prebuilt virtual agents, adding contexts and voice to virtual agents, adding route groups, using cloud functions and managing environments in Dialogflow CX.
Shareable Certificate
Earn a Certificate upon completion
100% online courses
Start instantly and learn at your own schedule.
Flexible Schedule
Set and maintain flexible deadlines.
Beginner Level
This is a beginner to intermediate course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. 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.
Approximately 3 months to complete
Suggested pace of 1 hour/week
English
Subtitles: English
Shareable Certificate
Earn a Certificate upon completion
100% online courses
Start instantly and learn at your own schedule.
Flexible Schedule
Set and maintain flexible deadlines.
Beginner Level
This is a beginner to intermediate course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. 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.
Approximately 3 months to complete
Suggested pace of 1 hour/week
English
Subtitles: English
How the Specialization Works
Take Courses
A Coursera Specialization is a series of courses that helps you master a skill. To begin, enroll in the Specialization directly, or review its courses and choose the one you'd like to start with. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. It’s okay to complete just one course — you can pause your learning or end your subscription at any time. Visit your learner dashboard to track your course enrollments and your progress.
Hands-on Project
Every Specialization includes a hands-on project. You'll need to successfully finish the project(s) to complete the Specialization and earn your certificate. If the Specialization includes a separate course for the hands-on project, you'll need to finish each of the other courses before you can start it.
Earn a Certificate
When you finish every course and complete the hands-on project, you'll earn a Certificate that you can share with prospective employers and your professional network.
There are 4 Courses in this Specialization
Contact Center AI: Conversational Design Fundamentals
48 ratings
Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series.
Virtual Agent Development in Dialogflow CX for Software Devs
Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" series.
Virtual Agent Development in Dialogflow CX for Citizen Devs
Welcome to "CCAI Virtual Agent Development in Dialogflow CX for Citizen Developers", the second course in the "Customer Experiences with Contact Center AI" series.
Contact Center AI: Operations and Implementation
19 ratings
Welcome to "CCAI Operations and Implementation", the fourth course in the "Customer Experiences with Contact Center AI" series.
Offered by
Google Cloud
We help millions of organizations empower their employees, serve their customers, and build what’s next for their businesses with innovative technology created in—and for—the cloud. Our products are engineered for security, reliability, and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping customers apply our technologies to create success.
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