Course Description

Course Overview

The Customer Experiences with Contact Center AI – Dialogflow CX (CCAIDCX) course is designed to provide individuals with the knowledge and skills necessary to design and develop advanced conversational AI solutions using Dialogflow CX in contact center environments. This course focuses on the key concepts, tools, and best practices for building sophisticated virtual agents and chatbots to deliver exceptional customer experiences and streamline contact center operations.

Prerequisites

To enroll in the CCAIDCX course, participants should have a strong understanding of conversational AI concepts and experience with web development principles. Familiarity with Dialogflow CX and GCP fundamentals will be beneficial. Participants should have access to a GCP project or demo environment to practice the concepts covered in the course.

Methodology

The CCAIDCX course follows a blended learning approach, combining theoretical instruction, demonstrations, discussions, and hands-on labs. Participants will engage in instructor-led sessions where advanced conversational AI concepts, best practices, and Dialogflow CX features are explained. They will also have access to resources and tools to gain practical experience in designing and developing virtual agents and chatbots using Dialogflow CX. The course encourages active participation, discussions, and collaborative problem-solving to reinforce learning.

Course Outline

Introduction to Advanced Conversational AI and Contact Center AI

Overview of advanced conversational AI capabilities for contact centers

Understanding the benefits of Dialogflow CX in contact center environments

Exploring Dialogflow CX features for building sophisticated conversational agents

Designing Conversational Flows with Dialogflow CX

Analyzing complex customer intents and designing conversational flows

Implementing advanced concepts such as pages, flows, and transitions

Enhancing virtual agent interactions with system entities and parameter filling

Natural Language Understanding with Dialogflow CX

Building and training advanced intent recognition models in Dialogflow CX

Utilizing Dialogflow CX’s machine learning capabilities for language understanding

Implementing advanced techniques for entity recognition and slot filling

Context Management and Session Flow Control

Implementing context management for maintaining conversational context

Utilizing session parameters for personalized and dynamic interactions

Applying session flow control techniques for managing complex dialogues

Integration and Omnichannel Support

Configuring integrations with contact center platforms and channels

Utilizing Dialogflow CX’s telephony integration for voice-based interactions

Handling omnichannel conversations and context across different channels

Advanced Dialogflow CX Features and Analytics

Leveraging advanced analytics and insights for optimizing virtual agent performance

Implementing sentiment analysis and emotion detection for improved customer experiences

Utilizing fulfillment and webhooks for integrating external services and APIs

Testing, Deployment, and Continuous Improvement

Testing and debugging virtual agents using Dialogflow CX’s simulator and debugging tools

Deploying and monitoring virtual agents in contact center environments

Continuously improving virtual agent performance and user experience

Outcome

By the end of the CCAIDCX course, participants will have:

• Developed a comprehensive understanding of advanced conversational AI concepts and best practices in contact center environments
• Acquired practical knowledge in designing and developing sophisticated virtual agents and chatbots using Dialogflow CX
• Gained expertise in natural language understanding, context management, and omnichannel support with Dialogflow CX
• Learned techniques for testing, deployment, and continuous improvement of virtual agents
• Gained hands-on experience through practical labs and exercises
• Prepared to design and develop advanced customer-centric conversational AI solutions using Dialogflow CX in contact center environments

Labs

The CCAIDCX course includes hands-on labs that provide participants with practical experience in designing and developing conversational AI solutions using Dialogflow CX. Some examples of lab exercises include:

• Designing advanced conversational flows with pages, flows, and transitions in Dialogflow CX
• Building and training advanced intent recognition models in Dialogflow CX
• Implementing context management and session parameters for personalized interactions
• Configuring integrations with contact center platforms and channels in Dialogflow CX
• Leveraging advanced analytics and insights for optimizing virtual agent performance
• Testing, deploying, and monitoring virtual agents in contact center environments using Dialogflow CX

These labs enable participants to apply the concepts learned in the course and gain hands-on experience in designing and developing advanced conversational AI solutions using Dialogflow CX, allowing them to develop practical skills in delivering exceptional customer experiences in contact centers.