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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.

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