课程详情

What you will 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.
Skills you will gain
Conversational design
Dialogflow CX development
Virtual agent
Firestore database creation
Cloud Functions
Operations Management
Environment management
About this Specialization
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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.
Shareable Certificate
Shareable Certificate
Earn a Certificate upon completion
100% online courses
100% online courses
Start instantly and learn at your own schedule.
Flexible Schedule
Flexible Schedule
Set and maintain flexible deadlines.
Beginner Level
Beginner Level
This is a beginner to intermediate course, intended for learners with the following types of roles:
Conversational designers:
Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows.
Citizen developers
: Creates new business applications for consumption by others using high level development and runtime environments.
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.
Hours to complete
Approximately 3 months to complete
Suggested pace of 1 hour/week
Available languages
English
Subtitles: English
Shareable Certificate
Shareable Certificate
Earn a Certificate upon completion
100% online courses
100% online courses
Start instantly and learn at your own schedule.
Flexible Schedule
Flexible Schedule
Set and maintain flexible deadlines.
Beginner Level
Beginner Level
This is a beginner to intermediate course, intended for learners with the following types of roles:
Conversational designers:
Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows.
Citizen developers
: Creates new business applications for consumption by others using high level development and runtime environments.
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.
Hours to complete
Approximately 3 months to complete
Suggested pace of 1 hour/week
Available languages
English
Subtitles: English

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