Explore

Contact Center AI: Operations and Implementation

Approx. 7 hours to complete

Save Course

Go to Course

Course Summary

This course is designed for those who want to learn about implementing and operating contact center AI. Students will learn about the benefits of using AI in call centers, how to choose the right AI solution, and how to implement and manage it effectively.

Key Learning Points

Understand the benefits of using AI in call centers
Learn how to choose the right AI solution for your business
Gain knowledge on how to effectively implement and manage AI in your contact center

Learning Outcomes

Understand the benefits and challenges of using AI in contact centers
Gain knowledge on how to choose the right AI solution for your business
Learn how to effectively implement and manage AI in your contact center to improve customer service and increase efficiency

Prerequisites or good to have knowledge before taking this course

Basic understanding of call center operations
Familiarity with AI terminology

Course Difficulty Level

Intermediate

Course Format

Online
Self-paced
Video lectures
Assignments
Quizzes

Similar Courses

Artificial Intelligence for Business
Customer Analytics
Data Analysis and Presentation Skills: the PwC Approach

Related Education Paths

Related Books

Description

Welcome to "Contact Center AI: Operations and Implementation", the third course in the "Customer Experiences with Contact Center AI" specialization.

In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. In this course, you'll be introduced to Agent Assist and the technology it uses so you can delight your customers with the efficiencies and accuracy of services provided when customers require human agents, connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business, Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes, compliance measures and regulations you should be aware of when bringing your virtual agent to production, and you'll be given tips from virtual agent subject matter experts on how to avoid mishaps in your design and implementation that will result in a poor experience for your customers. 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 already taken the "Contact Center AI Conversational Design with Dialogflow" course. Learners who are not comfortable with development concepts may skip the "Contact Center AI: Conversational Design Fundamentals" course, the second in the specialization, if desired.

Knowledge

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.

Outline

Welcome to Contact Center AI: Operations and Implementation
Course Introduction
Course Introduction
How to Send Feedback

Intelligent Assistance for Live Agents
Introduction
What is Agent Assist
Where Agent Assist fits in
Sample integrations
Demo of Agent Assist
Helping agents enhance the customer experience with knowledge bases, smart replies, and document assistance

Drawing Insights from Recordings
Introduction
Speech Analysis Framework
How SAF works
AutoML
CDLP
Lab Intro Using SAF
Lab Review Using SAF
Speech Analysis Framework

Integrating Virtual Agents with Third Parties
Introduction
Integration options
Dialogflow API
Connectivity protocols
Telephony integration
Knowledge connectors
IVR Features
Contact Center AI integration points
Common platforms of integration

Environment Management
Introduction
Environment management
Environment configuration
Lab Intro: Managing Environments
Lab Review: Managing Environments
Environment management

Methods of Compliance with Federal Regulations
Introduction
Security architecture
Data security
Webhook security
Security and Compliance

Best Practices for Virtual Agents
Introduction
Design
Testing and validation
Production
Operational
Best Practices

Summary of Specialization
Review

Summary of User Reviews

Learn about Contact Center AI Operations and Implementation through this course on Coursera. Users have given positive feedback on the course's practical approach to learning. However, some users have found the course to be too basic and lacking in advanced topics.

Key Aspect Users Liked About This Course

The practical approach to learning was well-received by many users.

Pros from User Reviews

The course offers a comprehensive overview of contact center AI operations and implementation.
The course provides practical examples and case studies to illustrate concepts.
The course is taught by experienced professionals in the field.
The course is well-structured and easy to follow.
The course provides useful resources for further learning.

Cons from User Reviews

Some users found the course to be too basic and lacking in advanced topics.
Some users reported technical difficulties with the platform.
Some users felt that the course did not cover enough real-world scenarios.
Some users felt that the course did not provide enough opportunities for hands-on practice.
Some users found the course to be too theoretical and lacking in practical application.

Recommended for you

AWS Data Architect Bootcamp - 43 Services 500 FAQs 20+ Tools

AWS Databases, EMR, SageMaker, IoT, Redshift, Glue, QuickSight, RDS, Aurora, DynamoDB, Kinesis, Rekognition & much more This is the most-comprehensive AWS course related to AWS data architecture on the market....

Save Course

Contact Center AI: Operations and Implementation

Welcome to "Contact Center AI: Operations and Implementation", the third course in the "Customer Experiences with Contact Center AI" specialization. • Architects and systems integrators implementing Contact Center AI...

Save Course