Customer Experiences with Contact Center AI – Dialogflow ES

• Define Google CCAI
• Explain how Dialogflow can be used in Contact Center applications
• Implement a virtual agent using Dialogflow ES
• Read and write data from Firestore using Cloud Functions
• Use Dialogflow tools and cloud logging for troubleshooting
• Describe how to manage virtual agent environments
• Identify general best practices for virtual agents
• Identify key aspects such as security and compliance in the context of contact centers
• Analyze audio recordings using the Speech AnalyticsFramework (SAF)
• Recognize use cases where Agent Assist adds value

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 ES

• List the basic elements of the Dialogflow CX User Interface.• List the basic elements of the Dialogflow CX User Interface
• Build a virtual agent to handle identified user journeys
• Train the NLU model through the Dialogflow console
• Define and test intents for a basic agent
• Train the agent to handle expected and unexpected user scenarios
• Recognize the different types of entities and when to use them
• Create entities
• Define and test entities on a basic agent
• Implement slot filling using the Dialogflow UI
• Describe when Mega Agent might be used
• Demonstrate how to add access to a knowledge base for your virtual agent to answer customer questions straight from a company FAQ

Modulo 7: Maintaining Context in a Conversation

• Create follow-up intents
• Recognize the scenarios in which context should be used
• Identify the possible statuses of a context (active versus inactive context)
• Implement dialogs using input and output contexts

Modulo 8: Moving From Chat to Voice Virtual Agent

• Describe two ways that the media type changes the conversation
• Configure the telephony gateway for testing
• Test a basic voice agent
• Modify the voice of the agent
• Show how the different media types can have different responses
• Consider the modifications needed when moving to production
• Be aware of the telephony integration for voice in a production environment

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

• Quiz - IVR Features
  Quiz - Contact Center AI integration points
• Quiz - Common Platforms of

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
• reate 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 works
• Describe 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 agent
• Support multiple platforms, devices, languages, and dialects
• Use Diagflow’s built-in analytics to assess the health of the virtual agen
• 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

Modulo 20: Course Review

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

• 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