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Customer Experiences with Contact Center AI - Dialogflow CX

  • Tuition USD $2,600
  • Reviews star_rate star_rate star_rate star_rate star_half 4762 Ratings
  • Course Code GCP-CUST-EXP-AI-CX
  • Duration 4 days
  • Available Formats Classroom, Virtual

Welcome to "Customer Experiences with Contact Center AI" with a focus on Dialogflow CX. In this course, learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, virtual agent development utilizes Dialogflow CX. You'll also learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale.

Skills Gained

  • Define what Contact Center AI (CCAI) is and what it can do for contact centers.
  • Explain how Dialogflow can be used in contact center applications.
  • Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.
  • Implement a chat virtual agent using Dialogflow CX.
  • Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.
  • Describe options for storing parameters and fulfilling user requests.
  • Describe how to deploy virtual agents to production.
  • Identify best practices for development of virtual agents in Dialogflow CX.
  • Identify key aspects, such as security and compliance, in the context of contact centers.

Who Can Benefit

This is a beginner to intermediate course, intended for learners with the following types of roles:

  • Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows.
  • Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments.
  • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API.

Prerequisites

Completed GCP Fundamentals or have equivalent experience

Course Details

Course Outline

Module 1: Overview of Contact Center AI

  • Define what Contact Center AI (CCAI) is and what it can do for contact centers.
  • Identify each component of the CCAI Architecture: Speech Recognition, Dialogflow, Speech Synthesis, Agent Assist, and Insights AI.
  • Describe the role each component plays in a CCAI solution.

Module 2: Conversational Experiences

  • List the basic principles of a conversational experience.
  • Explain the role of Conversation virtual agents in a conversation experience.
  • Articulate how STT (Speech to Text) can determine the quality of a conversation experience.
  • Demonstrate and test how Speech adaptation can improve the speech recognition accuracy of the agent.
  • Recognize the different NLU (Natural Language Understanding) and NLP (Natural Language Processing) techniques and the role they play on conversation experiences.
  • Explain the different elements of a conversation (intents, entities, etc).
  • Use sentiment analysis to help with the achievement of a higher-quality conversation experience.
  • Improve conversation experiences by choosing different TTS voices (Wavenet vs Standard).
  • Modify the speed and pitch of a synthesized voice.
  • Describe how to leverage SSML to modify the tone and emphasis of a synthesized passage.

Module 3: Fundamentals of Designing Conversations

  • Identify user roles and their journeys.
  • Write personas for virtual agents and users.
  • Model user-agent interactions.

Module 4: Dialogflow Product Options

  • Describe two primary differences between Dialogflow Essentials (ES) and Dialogflow Customer Experience (CX).
  • Identify two design principles for your virtual agent which apply regardless of whether you implement in Dialogflow ES or CX.
  • Identify two ways your virtual agent implementation changes based on whether you implement in Dialogflow ES or CX.
  • List the basic elements of the Dialogflow user interface.

Module 5: Course Review

  • Review what was covered in the course as relates to the objectives.

Module 6: Fundamentals of Building Conversations with Dialogflow CX

  • List the basic elements of the Dialogflow CX User Interface.
  • Create entities.
  • Create intents and form fill entities in training phrases.
  • Train the NLU model through the Dialogflow console.
  • Build a basic virtual agent to handle identified user journeys.

Module 7: Scaling with Standalone Flows

  • Recognize the scenarios in which standalone flows can help scale your virtual agent.
  • Implement a flow that uses other flows.

Module 8: Using Route Groups for Reusable Routes

  • Define the concept of route groups with respect to Dialogflow CX.
  • Create a route group.
  • Recognize the scenarios in which route groups should be used.
  • Identify the possible scope of a route group.
  • Implement a flow that uses a route group.

Module 9: Course Review

  • Review what was covered in the course as relates to the objectives.

Module 10: Testing and Logging

  • Use Dialogflow tools for troubleshooting.
  • Use Google Cloud tools for debugging your virtual agent.
  • Review logs generated by virtual agent activity.
  • Recognize ways an audit can be performed.

Module 11: Taking Actions with Fulfillment

  • Characterize the role of fulfillment with respect to Contact Center AI.
  • Implement a virtual agent using Dialogflow ES.
  • Use Cloud Firestore to store customer data.
  • Implement fulfillment using Cloud Functions to read and write Firestore data.
  • Describe the use of Apigee for application deployment.

Module 12: Integrating Virtual Agents

  • Describe how to use the Dialogflow API to programmatically create and modify the virtual agent.
  • Describe connectivity protocols: gRPC, REST, SIP endpoints, and phone numbers over PSTN.
  • Describe how to replace existing head intent detection on IVRs with Dialogflow intents.
  • Describe virtual agent integration with Google Assistant.
  • Describe virtual agent integration with messaging platforms.
  • Describe virtual agent integration with CRM platforms (such as Salesforce and Zendesk).
  • Describe virtual agent integration with enterprise communication platforms (such as Genesys, Avaya, Cisco, and Twilio).
  • Explain the ability that telephony providers have of identifying the caller and how that can modify the agent design.
  • Describe how to incorporate IVR features in the virtual agent.

Module 13: Course Review

  • Review what was covered in the course as relates to the objectives.

Module 14: Environment Management

  • Create Draft and Published versions of your virtual agent.
  • Create environments where your virtual agent will be published.
  • Load a saved version of your virtual agent to Draft.
  • Change which version is loaded to an environment.

Module 15: Drawing Insights from Recordings with SAF

  • Analyze audio recordings using the Speech Analytics Framework (SAF).

Module 16: Intelligence Assistance for Live Agents

  • Recognize use cases where Agent Assist adds value.
  • Identify, collect and curate documents for knowledge base construction.
  • Describe how to set up knowledge bases.
  • Describe how FAQ Assist works.
  • Describe how Document Assist works.
  • Describe how the Agent Assist UI works.
  • Describe how Dialogflow Assist works.
  • Describe how Smart Reply works.
  • Describe how Real-time entity extraction works.

Module 17: Compliance and Security

  • Describe two ways security can be implemented on a CCAI integration.
  • Identify current compliance measures and scenarios where compliance is needed.

Module 18: Best Practices

  • Convert pattern matching and decision trees to smart conversational design.
  • Recognize situations that require escalation to a human agent.
  • Support multiple platforms, devices, languages, and dialects.
  • Use Diagflow’s built-in analytics to assess the health of the virtual agent.
  • Perform agent validation through the Dialogflow UI.
  • Monitor conversations and Agent Assist.
  • Institute a DevOps and version control framework for agent development and maintenance.
  • Consider enabling spell correction to increase the virtual agent's accuracy.

Module 19: Implementation Methodology

  • Identify the stages of the Google Enterprise Sales Process.
  • Describe the Partner role in the Enterprise Sales Process.
  • Detail the steps in a Contact Center AI project using Google’s ESP.
  • Describe the key activities of the Implementation Phase in ESP.
  • Locate and understand how to use Google's support assets for Partners.

Module 20: Course Review

  • Review what was covered in the course as relates to the objectives.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

What does vendor-authorized training mean?

As a vendor-authorized training partner, we offer a curriculum that our partners have vetted. We use the same course materials and facilitate the same labs as our vendor-delivered training. These courses are considered the gold standard and, as such, are priced accordingly.

Is the training too basic, or will you go deep into technology?

It depends on your requirements, your role in your company, and your depth of knowledge. The good news about many of our learning paths, you can start from the fundamentals to highly specialized training.

How up-to-date are your courses and support materials?

We continuously work with our vendors to evaluate and refresh course material to reflect the latest training courses and best practices.

Are your instructors seasoned trainers who have deep knowledge of the training topic?

ExitCertified instructors have an average of 27 years of practical IT experience. They have also served as consultants for an average of 15 years. To stay up to date, instructors will at least spend 25 percent of their time learning new emerging technologies and courses.

Do you provide hands-on training and exercises in an actual lab environment?

Lab access is dependent on the vendor and the type of training you sign up for. However, many of our top vendors will provide lab access to students to test and practice. The course description will specify lab access.

Will you customize the training for our company’s specific needs and goals?

We will work with you to identify training needs and areas of growth.  We offer a variety of training methods, such as private group training, on-site of your choice, and virtually. We provide courses and certifications that are aligned with your business goals.

How do I get started with certification?

Getting started on a certification pathway depends on your goals and the vendor you choose to get certified in. Many vendors offer entry-level IT certification to advanced IT certification that can boost your career. To get access to certification vouchers and discounts, please contact Edu_customerexperience@techdata.com

Will I get access to content after I complete a course?

You will get access to the PDF of course books and guides, but access to the recording and slides will depend on the vendor and type of training you receive.

This was a good program to get prepared for the solutions architect associate exam.

Very good couse and again we would like to see more videos on removing FRUs

The training was good but needed the basic skills of maximo before getting deep in the configuration of it.

great class and packed with material, would have lived to spread it more into many days but overall very informative.

Thank you for training on AWS development. Course was good and encouraging but labs need to be improved and provide more information and ask students to more work than provide solutions.

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