Customer Experiences with Contact Center AI – Dialogflow CX

Completed Google Cloud Fundamentals or have equivalent experience

Modulo 1: Overview of Contact Center AI

• Define what Contact Center AI (CCAI) is and what it can do for contact centers
• Identify each component of the CCAI Architecture: Speech Recognition, Dialogflow, Speech Synthesis, Agent Assist, and Insights AI
• Describe the role each component plays in a CCAI solution

Modulo 2: Conversational Experiences

• List the basic principles of a conversational experience
• Explain the role of Conversation virtual agents in a conversation experience
• Articulate how STT (Speech to Text) can determine the quality of aconversation experience
• Demonstrate and test how Speech adaptation can improve the speech recognition accuracy of the agent
• Recognize the different NLU (Natural Language Understanding) andNLP (Natural Language Processing) techniques and the role they play on conversation experiences

Modulo 3: Fundamentals of Designing Conversations

• Identify user roles and their journeys
• Write personas for virtual agents and users
• Model user-agent interactions

Modulo 4: Dialogflow Product Options

• Describe two primary differences between Dialogflow Essentials (ES) and Dialogflow Customer Experience (CX)
• Identify two design principles for your virtual agent which apply regardless of whether you implement in Dialogflow ES or CX
• Identify two ways your virtual agent implementation changes based on whether you implement in Dialogflow ES or CX
• List the basic elements of the Dialogflow user interface

Modulo 5: Course Review

• Review what was covered in the course as relates to the objectives

Modulo 6: Fundamentals of building conversations with Dialogflow CX

• List the basic elements of the Dialogflow CX User Interface
• Create entities
• Create intents and form fill entities in training phrases
• Train the NLU model through the Dialogflow console
• Build a basic virtual agent to handle identified user journeys

Modulo 7: Scaling with standalone flows

• Recognize the scenarios in which standalone flows can help scale your virtual agent
• Implement a flow that uses other flows

Modulo 8: Using route groups for reusable routes

• Define the concept of route groups with respect to Dialogflow CX
• Create a route group
• Recognize the scenarios in which route groups should be used
• Identify the possible scope of a route group
• Implement a flow that uses a route group

Modulo 9: Course Review

• Review what was covered in the course as relates to the objectives

Modulo 10: Testing and logging

• Use Dialogflow tools for troubleshooting
• Use Google Cloud tools for debugging your virtual agent
• Review logs generated by virtual agent activity
• Recognize ways an audit can be performed

Modulo 11: Taking Actions with Fulfillment

• Characterize the role of fulfillment with respect to Contact Center AI Implement a virtual agent using Dialogflow ES
• Use Cloud Firestore to store customer data
• Implement fulfillment using Cloud Functions to read and write Firestore data
• Describe the use of Apigee for application deployment

Modulo 12: Integrating Virtual Agents

• Describe how to use the Dialogflow API to programmatically create and modifythe virtual agent
• Describe connectivity protocols: gRPC, REST, SIP endpoints, and phone numbers over PSTN
• Describe how to replace existing head intent detection on IVRs with Dialogflow intents
• Describe virtual agent integration with Google Assistant
• Describe virtual agent integration with messaging platforms
• Describe virtual agent integration with CRM platforms (such as Salesforceand Zendesk)
• Describe virtual agent integration with enterprise communication platforms (such as Genesys, Avaya, Cisco, and Twilio)
• Explain the ability that telephony providers have of identifying the caller and how that can modify the agent design
• Describe how to incorporate IVR features in the virtual agent

Modulo 13: Course Review

• Review what was covered in the course as relates to the objectives

Modulo 14: Environment Management

• Create Draft and Published versions of your virtual agent
• Create environments where your virtual agent will be published
• Load a saved version of your virtual agent to Draft
• Change which version is loaded to an environment

Modulo 15: Drawing Insights from Recordings with SAF

• Analyze audio recordings using the Speech Analytics Framework (SAF)

Modulo 16: Intelligence Assistance for Live Agents

• Recognize use cases where Agent Assist adds value
• Identify, collect and curate documents for knowledge base construction
• Describe how to set up knowledge bases
• Describe how FAQ Assist works
• Describe how Document Assist works
• Describe how the Agent Assist UI worksDescribe how Dialogflow Assist works
• Describe how Smart Reply works
• Describe how Real-time entity extraction works

Modulo 17: Compliance and Security

• Describe two ways security can be implemented on a CCAI integration
• Identify current compliance measures and scenarios where compliance is needed

Modulo 18: Best Practices

• Convert pattern matching and decision trees to smart conversational design
• Recognize situations that require escalation to a human agen
• Support multiple platforms, devices, languages, and dialects
• Use Diagflow’s built-in analytics to assess the health of the virtual agent
• Perform agent validation through the Dialogflow UI
• Monitor conversations and Agent Assist
• Institute a DevOps and version control framework for agent development and maintenance
• Consider enabling spell correction to increase the virtual agent’s accuracy

Modulo 19: Implementation Methodology

• Identify the stages of the Google Enterprise Sales Process
• Describe the Partner role in the Enterprise Sales Process
• Detail the steps in a Contact Center AI project using Google’s ESP
• Describe the key activities of the Implementation Phase in ESP
• Locate and understand how to use Google’s support assets for Partners

Documentación Oficial de Google Cloud – Customer Experiences with Contact Center AI – Dialogflow CX

• Formador Certificado por GCP
• Más de 5 años de experiencia profesional
• Más de 4 años de experiencia docente
• Profesional activo en empresas del sector IT

Antiguos alumnos

Si has asistido a alguno de nuestros cursos, tienes un 10% de descuento en la matrícula de tus próximos cursos o certificaciones oficiales.

Carné Joven Comunidad de Madrid

Si tienes el Carné Joven de la Comunidad de Madrid, dispones de un 15% de descuento en todos nuestros cursos y certificaciones. Únicamente deberás presentar tu carné.

Desempleados

Bonificamos un 10% la matrícula de tu curso o certificación oficial. Únicamente deberás acreditarlo con cualquiera de los documentos oficiales disponibles.

Discapacitados

Si tienes algún tipo de discapacidad, cuentas con un 10% de descuento en la matrícula de tu curso. Únicamente deberás acreditarlo.

Familia numerosa

¡Te ayudamos! Sabemos que es importante cuidar de la economía familiar, por eso, y en cumplimiento de nuestra política de Responsabilidad Social Corporativa, si eres miembro de una familia numerosa, puedes beneficiarte de un 10% de descuento en la matrícula de cualquier curso. Únicamente deberás acreditarlo.

Amigos o compañeros profesionales

Si te inscribes a nuestros cursos con uno o más amigos o compañeros técnicos, cada uno de vosotros obtendréis un descuento del 10% en vuestra formación.

Si trabajáis en la misma empresa, consulta los descuentos para departamentos profesionales.

Empresas

Mantener, actualizar y perfeccionar las habilidades y conocimientos del equipo de trabajo es esencial para la adaptación y el éxito de la estrategia empresarial en el entorno dinámico y desafiante en el que competimos.

Si deseas planificar la formación (técnica, metodológica o de habilidades) de tu equipo, consulta nuestros planes de formación continua o los descuentos en cursos y certificaciones técnicas.

Fundae (Formación bonificable)

Prácticamente la totalidad de nuestra formación puede ser bonificada aplicando el crédito de formación que las empresas y autónomos tienen anualmente en Fundae.

Consúltanos y no te preocupes, lo gestionamos por ti.

Sodexo (Pluxee)

Ahorra con tu cheque virtual.

Formación Pass de Pluxee (Sodexo) es un servicio que facilita el acceso y pago de formación y certificación oficial. Al estar exento del IRPF, ahorras al menos un 25% del importe total.

Úsalo con nosotros.

Descuentos no aplicables a Red Hat ni Oracle. La formación de Red Hat no es bonificable en Fundae. Los exámenes de certificación no se pueden bonificar. Podrán bonificarse únicamente si son indivisibles del curso que los prepara.