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 Chat channel
Overview
Syllabus
- Introduction to Agent Assist
- Introduction to Agent Assist
- Introduction to Agent Assist Quiz
- Agent Assist Architecture
- Agent Assist architecture
- Agent Assist Architecture Quiz
- Smart Reply
- Introduction to Smart reply
- Prerequisites and cloud environment setup
- Prepare data
- Create dataset
- Train the model
- Model evaluation
- Review allowlist
- Configuration
- Performance monitoring
- Common issues and troubleshooting
- Smart Reply Quiz
- Building a Smart Reply model using Agent Assist Console
- Smart Compose
- Smart compose
- Smart Compose Quiz
- LLM Baseline Summarization
- Introduction to LLM Baseline Summarization
- Implementation - API service enablement
- Implementation - Data ingestion
- Implementation - Create a conversation profile
- Implementation - LLM Baseline Summarization configuration
- Implementation - LLM Baseline Summarization configuration demo
- Introduction to LLM Baseline Summarization Quiz
- End to End Baseline Chat Summarization
- Generative Knowledge Assist (GKA)
- Generative Knowledge Assist (GKA)
- Integrating GenAI Agent with Agent Assist
- Generative Knowledge Assist Quiz
- Setting up Generative Knowledge Assist in the Agent Assist console
- Sentiment Analysis
- Sentiment analysis
- Sentiment Analysis Quiz
- Delivery Lifecycle
- Delivery lifecycle
- Delivery Lifecycle Quiz
- Additional Resources
- Additional Resources
- Your Next Steps
- Course Badge
