Explore

Contact Center AI: Conversational Design Fundamentals

Approx. 9 hours to complete

Save Course

Go to Course

Course Summary

This course teaches the fundamentals of AI-powered conversational design for contact centers, including how to design, build, and deploy your own chatbot.

Key Learning Points

Learn the basics of conversational design for contact centers
Discover how to use AI to create chatbots that can handle customer inquiries
Explore the best practices for creating a chatbot that can improve customer satisfaction and reduce costs

Learning Outcomes

Design and build your own AI-powered chatbot
Optimize your contact center operations for increased efficiency and cost savings
Improve customer satisfaction and loyalty through conversational design best practices

Prerequisites or good to have knowledge before taking this course

Basic knowledge of contact center operations and customer service
Familiarity with AI and machine learning concepts

Course Difficulty Level

Intermediate

Course Format

Self-paced online course
Video lectures
Quizzes and assignments
Online community forum

Similar Courses

AI for Everyone
Designing AI Chatbots

Related Education Paths

Notable People in This Field

Managing Director at Redpoint Ventures
CEO at Tallyfy

Related Books

Description

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

In this course, learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to Contact Center AI and its three pillars, Dialogflow, Agent Assist, and Insights, the concept of conversational experiences and how the study of them influences the design of your virtual agent, the objects, tools, and methods to get your basic virtual agent up and running, and using context so that you can take your virtual agent to the next level of intelligent conversation. 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: To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

Knowledge

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.

Outline

Welcome to Contact Center AI: Conversational Design Fundamentals
Course Introduction
How to Send Feedback

Overview of Contact Center AI
Introduction
Why is Contact Center AI needed
CCAI Telecommunications
What is Contact Center AI
How Dialogflow fits within CCAI
Agent Assist
One AI architecture
Use case
Contact Center AI fundamentals

Conversational Experiences
Introduction
A Conversation Experience
Natural Language Understanding
Context in Conversation
Design, Develop, Deploy
Design Phase
Design Principles
Agent Persona
Style Guide
Develop and Deploy
Best practices
Conversational Experiences

Fundamentals of Building Conversations with Dialogflow
Introduction
User Interface
Design
Intents
Entities
Actions and Responses
Training the agent
Advanced training
Testing tools
Knowledge
Best Practices
Coursera: Getting Started with Google Cloud Platform and Qwiklabs
Lab Intro Dialogflow Fundamentals
Lab Review Dialogflow Fundamentals
Lab Intro KB Connector
Lab Review KB Connector
DF Fundamentals: Intents and Entities

Maintaining Context in a Conversation
Introduction
Context
Active v inactive
Input v output
Lifespan
Configuration
Follow-up
Best practices
Lab Intro: Adding Contexts to your Virtual Agent
Lab Review: Adding Contexts to your Virtual Agent
Context

Summary of User Reviews

This Contact Center AI Conversational Design Fundamentals course has received positive reviews from users who appreciated its comprehensive content and practical applications. Users found the course to be engaging, informative, and easy to follow.

Key Aspect Users Liked About This Course

Many users thought the practical applications and hands-on exercises were particularly helpful.

Pros from User Reviews

Comprehensive content
Engaging and informative
Easy to follow
Practical applications and hands-on exercises
Experienced instructors

Cons from User Reviews

Some users found the course to be too basic
Limited interaction with instructors
Lack of real-world examples
Price may be too high for some users
No certificate of completion offered for free version

Recommended for you