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Virtual Agent Development in Dialogflow CX for Citizen Devs

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Overview

Welcome to "Virtual Agent Development in Dialogflow CX 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). In this course, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations using Dialogflow CX.

Syllabus

  • Course Overview
    • Course Introduction
  • Fundamentals of building conversations with Dialogflow CX
    • Introduction
    • User Interface
    • Entities
    • Intents
    • Pages
    • Routes
    • Training the agent
    • Advanced training
    • Testing tools
    • Best Practices
    • Quiz
    • Lab Intro Creating a basic chat virtual agent with DF CX
    • CCAI | Creating a basic chat virtual agent with DF CX
    • Lab Review Creating a basic chat virtual agent with DF CX
  • Scaling with standalone flows
    • Introduction
    • The meaning of “flow”
    • Scaling with flows
    • The “Default Start Flow” page
    • Flows vs pages in the UI
    • Defining a new flow in Dialogflow CX
    • Transitioning to a new flow
    • Flow parameters
    • Fulfillments
    • Training flows
    • Exporting/importing flows
    • Best practices when defining pages and flows
    • Quiz
    • Lab Intro Adding flows to scale your virtual agent in DF CX
    • CCAI | Adding Flows to Scale Your Virtual Agent
    • Lab Review Adding flows to scale your virtual agent in DF CX
  • Using route groups for reusable routes
    • Introduction
    • Purpose and scope of route groups
    • Configuring route groups
    • Best practices
    • Quiz
    • Lab Intro Configuring a route group for your virtual agent in DF CX
    • CCAI | Configuring a route group for your virtual agent
    • Lab Review Configuring a route group for your virtual agent in DF CX
  • Course Review
    • Course Review
  • Course Resources
    • Course Introduction
    • Fundamentals of building conversations with Dialogflow CX
    • Scaling with standalone flows
    • Using route groups for reusable routes
    • Course Review

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