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.
Contact Center AI: Conversational Design Fundamentals
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Overview
Syllabus
- Course Overview
- Course Introduction
- Overview of Contact Center AI
- Introduction
- Why is Contact Center AI needed
- CCAI Telecommunications
- What is Contact Center AI
- How Dialogflow fits within CCAI
- Agent Assist
- One AI architecture
- Use case
- Quiz
- Conversational Experiences
- Introduction
- A Conversation Experience
- Natural Language Understanding
- Context in Conversation
- Design, Develop, Deploy
- Design Phase
- Design Principles
- Agent Persona
- Style Guide
- Develop and Deploy
- Best practices
- Quiz
- Fundamentals of Designing Conversations
- Introduction
- Design
- Intents
- Entities
- Actions and responses
- Best Practices
- Quiz
- Lab Intro Agent design fundamentals
- Lab Agent design fundamentals - sample form
- Lab Agent design fundamentals - example
- Lab Review Agent design fundamentals
- Dialogflow Product Options
- Introduction
- Overview of Dialogflow
- ES User Interface
- CX User Interface
- High level comparisons
- Quiz
- Lab Intro Running a Prebuilt Virtual Agent with Dialogflow
- CCAI - Running a prebuilt virtual agent in Dialogflow
- Lab Review Running a Prebuilt Virtual Agent with Dialogflow
- Course Review
- Course review
- Course Resources
- Course Introduction
- Overview of Contact Center AI
- Conversational Experiences
- Fundamentals of Designing Conversations
- Dialogflow Product Options
- Course Review
Tags
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