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Contact Center AI: Building a Dynamic Virtual Agent

Approx. 9 hours to complete

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Course Summary

Learn how to build a dynamic virtual agent for a contact center using AI in this course. Understand natural language processing and speech-to-text technology to create a more efficient customer service experience.

Key Learning Points

Understand the basics of contact center AI and how it can benefit customer service
Learn how to build a virtual agent using natural language processing and speech-to-text technology
Gain insights on how to improve customer service using AI technology

Learning Outcomes

Develop a virtual agent for a contact center using AI technology
Understand the basics of natural language processing and speech-to-text technology
Improve customer service using AI technology

Prerequisites or good to have knowledge before taking this course

Basic programming knowledge
Familiarity with AI technology

Course Difficulty Level

Intermediate

Course Format

Online Self-Paced
Video Lectures
Hands-On Projects

Similar Courses

AI for Everyone
Machine Learning for Business Professionals

Related Education Paths

Notable People in This Field

Andrew Ng
Fei-Fei Li

Related Books

Description

Welcome to "Contact Center AI Virtual Agent Customization w/Dialogflow", the second course in the "Customer Experiences with Contact Center AI" specialization.

In this course, learn how to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations, more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise. This is an intermediate course, intended for learners with the following types of roles: • Architects and systems integrators implementing Contact Center AI • Conversational Architects • Contact center virtual agent and application developers • Business managers Prerequisite: Before taking this course, learners should have completed the "Contact Center AI Conversational Design with Dialogflow" course.

Knowledge

Implement a voice virtual agent.
Describe options for storing parameters and fulfilling user requests.

Outline

Welcome to Contact Center AI: Building a Dynamic Virtual Agent
Course Introduction
Course Introduction
How to Send Feedback

Moving From Chat to Voice Virtual Agent
Introduction
Chat versus voice
Voice Responses
Methods
Telephony Options
Lab Intro Adding voice
Lab Review Adding voice
Chat versus voice agent

Taking Actions with Fulfillment
Introduction
Fulfillment
Where fulfillment is used
Cloud functions
Fulfillment read
Fulfillment write
Cloud Firestore
CF Setting Up
CF Testing
Cloud deployment
Lab Intro: Using Cloud Functions
Lab Review: Using Cloud Functions
Fulfillment

Testing and Logging
Introduction
History
Stackdriver logs
Logging filters
General testing
Watchpoints
Validation errors
Audits
Lab Intro: Testing a Virtual Agent
Lab Review: Testing a Virtual Agent
Testing and Logging

Summary of User Reviews

Learn how to build a dynamic virtual agent with Contact Center AI course on Coursera. Users have found this course to be informative and practical. The course covers a wide range of topics related to building virtual agents and provides hands-on experience to users.

Key Aspect Users Liked About This Course

Many users have found the hands-on experience provided in the course to be the most valuable aspect.

Pros from User Reviews

Hands-on experience provided in the course
Covers a wide range of topics related to building virtual agents
Informative and practical
Provides relevant examples and case studies
Easy to follow instructions

Cons from User Reviews

Course may be too basic for experienced individuals
Limited interaction with instructors
Some technical issues with the platform
Not enough focus on the business aspects of building virtual agents
Course may be too lengthy for some users

Recommended for you

Contact Center AI: Conversational Design Fundamentals

Welcome to "Contact Center AI Conversational Design with Dialogflow", the first course in the "Customer Experiences with Contact Center AI" specialization....

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