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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/contact-center-ai-operations-and-implementation
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课程名称：联系中心人工智能：运营与实施 概述：欢迎来到“联系中心人工智能运营与实施”课程，这是“客户体验与联系中心人工智能”系列的第四门课程。在本课程中，您将学习如何将对话解决方案与现有的联系中心软件集成的最佳实践，建立人类代理协助的框架，并安全、规模化地实施解决方案。您将了解代理辅助功能及其所使用的技术，以便在客户需要人类代理时，通过提高服务效率和准确性来满足客户需求。此外，您将学习连接协议、API和平台，这些可以用于创建虚拟代理与您业务中已有服务之间的整合；掌握Dialogflow的环境管理工具，以便为不同目的部署虚拟代理的不同版本；了解在将虚拟代理投入生产时需要遵循的合规措施和法规；还有来自虚拟代理领域专家的建议，以帮助您在设计与实施过程中避免可能导致客户不佳体验的错误。 该课程属于中级水平，适合以下角色的学习者： - 软件开发人员：使用编程语言（例如C++、Python、JavaScript）编写计算机软件，并通常使用SDK/API。 - 运营专员：监控系统操作并解决问题，安装、支持和维护网络及系统工具。 推荐的先修课程：在参加本课程之前，学习者可先修读“CCAI对话设计基础”课程。 课程大纲： 1. 课程概述：课程介绍 2. 环境管理：环境管理是将虚拟代理从草稿推向生产的一个重要环节，本模块将引导学习者了解环境管理的基础知识。 3. 利用SAF从录音中提取洞察：在本模块中，您将了解语音分析框架（SAF），可用于将录制对话处理为便于商业分析师使用的文本。 4. 现场代理的智能协助：您将了解代理辅助功能及其技术，借此在客户需要人类代理时提供高效和准确的服务。 5. 合规与安全：学习本模块将使您了解合规性和安全性的重要性。 6. 最佳实践：在此模块中，您将获得虚拟代理领域专家的建议，以帮助您避免设计与实施过程中可能的失误，从而导致客户体验不佳。 7. 课程总结：课程回顾。
Name:Course Overview
Description:Course introduction
Name:Environment Management
Description:Environment management is an important part of the process of getting your virtual agent from Draft to Production. This module will guide learners through the basics of environment management.
Name:Drawing Insights from Recordings with SAF
Description:In this module, you'll be introduced to Speech Analysis Framework which you can use to process recorded conversations into redacted text easily consumed by your business analysts.
Name:Intelligence Assistance for Live Agents
Description:In this module, 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.
Name:Compliance and Security
Description:In this module, learners discover the importance of compliance and security
Name:Best Practices
Description:In this module, 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.
Name:Course Summary
Description:Course Review
Welcome to "CCAI Operations and Implementation", the fourth course in the "Customer Experiences with Contact Center AI" series. 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: • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. • Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. Recommended prerequisite: Before taking this course, learners may wish to take the "CCAI Conversational Design Fundamentals" course.
