Learn about CCAI and building Dialogflow ES agents. Learn how to use Contact Center Artificial Intelligence (CCAI) to design, develop, and deploy customer conversational solutions

4.6

stars

109 ratings

Google Cloud Training

Offered By

Customer Experiences with Contact Center AI - Dialogflow ES SpecializationGoogle Cloud

What you will learn

Explain how Dialogflow can be used in Contact Center applications.
Implement a virtual agent using Dialogflow ES, 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

About this Specialization

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow ES 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

Lab based assignments include conversational design, running prebuilt virtual agents, creating a basic chat virtual agent, adding contexts and voice to virtual agents, using cloud functions, testing a virtual agent, managing environments in Dialogflow ES, and using Speech Analytics Framework.

Shareable Certificate

Earn a Certificate upon completion

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Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

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Flexible Schedule

Set and maintain flexible deadlines.

Intermediate 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.

Approximately 3 months to complete

Suggested pace of 1 hour/week

English

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Shareable Certificate

Earn a Certificate upon completion

100% online courses

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Flexible Schedule

Set and maintain flexible deadlines.

Intermediate 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.

Approximately 3 months to complete

Suggested pace of 1 hour/week

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

How the Specialization Works

Take Courses

A Coursera Specialization is a series of courses that helps you master a skill. To begin, enroll in the Specialization directly, or review its courses and choose the one you'd like to start with. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. It’s okay to complete just one course — you can pause your learning or end your subscription at any time. Visit your learner dashboard to track your course enrollments and your progress.

Hands-on Project

Every Specialization includes a hands-on project. You'll need to successfully finish the project(s) to complete the Specialization and earn your certificate. If the Specialization includes a separate course for the hands-on project, you'll need to finish each of the other courses before you can start it.

Earn a Certificate

When you finish every course and complete the hands-on project, you'll earn a Certificate that you can share with prospective employers and your professional network.

There are 4 Courses in this Specialization

Course1

Course 1

Contact Center AI: Conversational Design Fundamentals

4.5

stars

152 ratings

Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series.

In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation. This is a beginner 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. Prerequisite: To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

Course2

Course 2

Virtual Agent Development in Dialogflow ES for Citizen Devs

4.7

stars

10 ratings

Welcome to "Virtual Agent Development in Dialogflow ES for Citizen Devs", the second course in the "Customer Experiences with Contact Center AI" series.

In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will use Dialogflow ES to create virtual agents and test them using the Dialogflow ES simulator. This course also provides best practices on developing virtual agents. You will also be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations. Through a combination of presentations, demos, and hands-on labs, participants learn how to create virtual agents. This is an 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. Prerequisite: Before taking this course, learners should have completed the "CCAI Conversational Design Fundamentals" course.

Course3

Course 3

Virtual Agent Development in Dialogflow ES for Software Devs

4.3

stars

32 ratings

Welcome to "CCAI Virtual Agent Development in Dialogflow ES for Software Developers", the third course in the "Customer Experiences with Contact Center AI" series.

In this course, learn to use additional features of Dialogflow ES for your virtual agent, create a Firestore instance to store customer data, and implement cloud functions that access the data. With the ability to read and write customer data, learner’s virtual agents are conversationally dynamic and able to defer contact center volume from human agents. You'll be introduced to methods for testing your virtual agent and logs which can be useful for understanding issues that arise. Lastly, learn about connectivity protocols, APIs, and platforms for integrating your virtual agent with services already established for your business. This is an intermediate course, intended for learners with the following type of role: • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Prerequisite: Before taking this course, learners should have completed the "CCAI Virtual Agent Development in Dialogflow ES for Citizen Developers" course.

Course4

Course 4

Contact Center AI: Operations and Implementation

4.6

stars

40 ratings

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.

Instructor

Google Cloud Training

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1,033 Courses

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Google Cloud

We help millions of organizations empower their employees, serve their customers, and build what’s next for their businesses with innovative technology created in—and for—the cloud. Our products are engineered for security, reliability, and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping customers apply our technologies to create success.

Frequently Asked Questions

What is the refund policy?
If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.
Can I just enroll in a single course?
Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate, or you can audit it to view the course materials for free. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. Visit your learner dashboard to track your progress.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.
Can I take the course for free?
When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. If you only want to read and view the course content, you can audit the course for free. If you cannot afford the fee, you can apply for financial aid.
Is this course really 100% online? Do I need to attend any classes in person?
This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.
Will I earn university credit for completing the Specialization?
This Specialization doesn't carry university credit, but some universities may choose to accept Specialization Certificates for credit. Check with your institution to learn more.
How long does it take to complete the Specialization?
8 Weeks at approximately 4 hours per week
What background knowledge is necessary?
To get the most out of this course, participants should have completed Google Cloud Fundamentals or have equivalent experience
Do I need to take the courses in a specific order?
It is recommended to take the courses in this specialization in the following order
CCAI Conversational Design Fundamentals
Virtual Agent Development in Dialogflow ES for Software Devs
Virtual Agent Development in Dialogflow ES for Citizen Devs
CCAI Operations and Implementation

More questions? Visit the Learner Help Center.

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Customer Experiences with Contact Center AI - Dialogflow ES Specialization

What you will learn

Skills you will gain

About this Specialization

Applied Learning Project