This course explores the best practices, methods and tools to programmatically lead CCAI virtual agent delivery. It includes a high level overview of the end to end journey for building and deploying a virtual agent, as well as the core tenets to create a strong delivery culture. Additionally, this course covers the best practices for workflow management, defect tracking, release management and post-release support to ensure optimal virtual agent performance.
Overview
Syllabus
- Guiding principles for CCAI virtual agent delivery
- Guiding principles for CCAI virtual agent delivery
- CCAI Delivery: Governance model
- CCAI Delivery: Protocols
- CCAI Delivery: Programmatic tools
- Guiding principles for CCAI virtual agent delivery Quiz
- Virtual agent delivery journey
- Virtual agent delivery journey
- Virtual agent delivery journey Quiz
- The agile framework in virtual agent delivery
- The agile framework in virtual agent delivery
- The Agile Framework in DFCX Delivery Quiz
- Virtual agent delivery culture best practices
- Virtual agent delivery culture best practices
- VA deliver culture best practices Quiz
- Workflow management best practices and tools for Virtual Agent delivery
- Workflow management best practices and tools for Virtual Agent delivery
- Tools at support of the ticket lifecycle
- Buganizer
- Smartsheet
- Taskflow
- Workflow management best practices and tools for VA Delivery Quiz
- Defect management best practices
- Defect management best practices
- Defect management best practices Quiz
- Reporting best practices
- Reporting best practices
- Reporting best practices Quiz
- Release management best practices
- Release management best practices
- Release Management best practices Quiz
- Support cases and incidents
- Support cases and incidents
- Support cases and incidents Quiz
- Additional Resources
- Additional Resources
- Your Next Steps
- Course Badge
