In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Voice channel, as well as the options available for integration with other platforms in the CCAI ecosystem.
Overview
Syllabus
- Live Transcription
- Live transcription
- Live Transcription Quiz
- Generative Knowledge Assist (GKA)
- Generative Knowledge Assist (GKA)
- Generative Knowledge Assist (GKA) configuration
- Generative Knowledge Assist Quiz
- LLM Baseline Summarization
- Introduction to LLM Baseline Summarization
- LLM Baseline Summarization Quiz
- LLM Baseline Summarization Implementation
- Prerequisites
- Data ingestion setup
- Create a conversation profile
- LLM Baseline Summarization Configuration
- LLM Baseline Summarization Evaluation
- LLM Baseline Summarization Implementation Quiz
- Telephony Integrations for Agent Assist
- Telephony Integrations for Agent Assist
- Telephony integrations for Agent Assist Quiz
- UI integration
- Introduction to UI integration
- Backend integration - Pub/Sub
- Integration steps
- Deploying the solution
- UI integration Quiz
- Integrate Agent Assist with Contact Center AI Platform
- Integrate Agent Assist with Contact Center AI Platform
- Integrate Agent Assist with Contact Center AI Platform Quiz
- Integrate Agent Assist with Dialogflow Virtual Agent
- Integrate Agent Assist with Dialogflow Virtual Agent
- Integrate Agent Assist with Dialogflow Virtual Agent Quiz
- Dialogflow Runtime Integrations
- Dialogflow runtime integrations
- Dialogflow runtime integrations Quiz
- Delivery Lifecycle
- Discovery phase
- Design phase
- Implementation and testing
- Deploy and post-launch
- Delivery lifecycle Quiz
- Additional Resources
- Additional Resources
- Your Next Steps
- Course Badge
