Customer Experiences with Contact Center AI - Dialogflow CX Specialization

What you'll 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.

Join Free: Customer Experiences with Contact Center AI - Dialogflow CX Specialization

Specialization - 4 course series

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.