The course concepts are covered to give in-depth knowledge about some best practices for integrating conversational solutions with the existing contact center software. This is an intermediate beginner course in which you will learn about how virtual agent development utilizes Dialogflow ES.
It will help you establish a framework for human agent assistance and implement secure solutions on a large scale. In this course, you will learn the fundamentals of conversational experience and recognize the different Natural Language Understanding (NLU) and Natural Language Processing (NLP) techniques to play. Learners and professionals will learn to define what CCAI is and how it can be used to implement a chat virtual agent, store parameters, deploy virtual agents to production, and maintain security compliances altogether.
Moreover, the course provides an extensive learning experience by letting you build a basic virtual agent, implement flows that use other flows, create a route group, and identify two primary differences between Dialogflow Essentials and Dialogflow ES. Upon completing the course, you can create draft and published versions of the virtual agent, create environments where that has to be published, change the versions, and even load a saved version of the virtual agent to the draft. You will be capable of seamlessly integrating a conversational solution, setting up a structure for human agent support, and deploying secure and scalable solutions.
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Throughout this hands-on learning experience facilitated by our experts, you will achieve the following course objectives:
• Learn each component of the CCAI architecture, including speech synthesis, agent assistance, and insights AI
• Provide insights into the deployment process of virtual agents into a production environment
• Learn best principles for the development of virtual agents using Dialogflow ES
• Understand the concept of router groups with respect to Dialogflow ES
• Learn basic principles of a conversational experience
• Explore the applications of Dialogflow within the context of contact centers
• Define the capabilities of CCAI and its impact on optimizing contact center operations
• Understand a comprehensive key consideration related to virtual agent development
• Examine critical aspects such as security and compliance within the contact center domain
• Hands-on experience and implementation of chat virtual agent using Dialogflow ES
• Review logs generated by virtual agent activity
• Evaluate options for refining NLP to understand dialog flow efficiency
• List basic elements of the Dialogflow interface
• Articulate the role of natural language understanding (NLU) in facilitating Dialogflow conversations
• Identify user roles and their journeys
An intermediate-level course is suitable for learners and professionals who have the following experiences in their organizations-
• Define what Contact Center AI (CCAI) is and what it can do for contact centers.
• Identify each component of the CCAI Architecture
• A basic principle of a conversational experience.
• Articulate how STT (Speech to Text) can determine the quality of a conversation experience.
• The role each component plays in a CCAI solution.
• Test how speech adaptation can improve the agent's speech recognition accuracy.
• Utilize how to leverage SSML to modify the tone and emphasis of a synthesized passage.
• Modify the speed and pitch of a synthesized voice.
• User roles and their journeys.
• Utilize personas for virtual agents and users.
• Describe two primary differences between Dialogflow Essentials (ES) and Dialogflow Customer Experience (ES).
• Identification of two ways your virtual agent implementation changes based on whether you implement in Dialogflow ES.
• List the basic elements of the Dialogflow user interface.
Review what was covered in the course as it relates to the objectives.
• Train the agent to handle expected and unexpected user scenarios.
• Train the NLU model through the Dialogflow console.
• Define and test intents for a basic agent.
• Build a virtual agent to handle identified user journeys.
• Define and test entities on a basic agent.
• Implement slot filling using the Dialogflow UI.
• Recognize the different types of entities and when to use them.
• Create entities.
• Describe when Mega Agent might be used.
• Demonstrate how to add access to a knowledge base for your virtual agent to answer customer questions straight from a company FAQ.
Recognize the scenarios in which standalone flows can help scale your virtual agent.
• Define the concept of route groups with respect to Dialogflow ES.
• Implement a flow that uses a route group.
• Create a route group.
• Scenarios in which route groups should be used
Review what was covered in the course as it relates to the objectives.
• Implement fulfillment using Cloud Functions to read and write Firestore data.
• Use Dialogflow tools for troubleshooting.
• Review logs generated by virtual agent activity.
• Use Google Cloud tools to debug your virtual agent.
• Recognize ways an audit can be performed.
• Role of fulfillment with respect to Contact Center AI.
• Utilize a virtual agent using Dialogflow ES.
• Virtual agent integration with Google Assistant.
• Dialogflow API to programmatically create and modify the virtual agent.
• Virtual agent integration with CRM platforms (such as Salesforce and Zendesk).
• Describe how to incorporate IVR features in the virtual agent.
• Virtual agent integration with messaging platforms.
• Explain the ability that telephony providers have to identify the caller and how that can modify the agent design.
Review what was covered in the course as it relates to the objectives.
• Load a saved version of your virtual agent to draft.
• Create Draft and Published versions of your virtual agent.
• Change which version is loaded to an environment
• Analyze audio recordings using the Speech Analytics Framework (SAF)
• Document Assist works.
• Agent Assist UI works.
• Dialogflow Assist works.
• Smart Reply works.
• Real-time entity extraction works.
Describe two ways security can be implemented on a CCAI integration.
• Convert pattern matching and decision trees to smart conversational design.
• Recognize situations that require escalation to a human agent.
• Identify current compliance measures and scenarios where compliance is needed.
• Identify the stages of the Google Enterprise Sales Process.
• Platforms, devices, languages, and dialects.
• Contact Center AI project using Google's ESP.
• Perform agent validation through the Dialogflow UI.
• Key activities of the Implementation Phase in ESP
Review what was covered in the course as it relates to the objectives.
What is the course duration?
CCAIDES, Customer Experiences with Contact Center AI- Dialogflow ES, is a 04-day expert-led course by Vinsys emphasizing Dialogflow ES skills to conceptualize, create, and implement conversational solutions for customers.
What is the course code to access the learning material?
The course code through which it can be accessed is CCAIDES.
Why should I enroll in this course by Vinsys?
Enrolling in this course by Vinsys will offer a comprehensive and industry-relevant curriculum. It allows you to gain practical experience in Contact Center AI. The course is designed to provide learners with hands-on experience and insights into the latest advancements in the field. On top of that, you will get 24*7 support for pre-and post-course completion from Vinsys after you enroll in it.
Can a beginner enroll in this course?
Yes, this introductory course is suitable for those seeking to deepen their understanding of Contact Center AI and cater to a wide range of skill levels, from foundational concepts to intermediate and advanced topics. This includes those working majorly in the field of conversational designers, citizen developers, and software developers, and this course accommodates learners at all stages.
How will the course help me in my professional development?
Designed with experts, the course can unlock the potential of hands-on skills in Contact Center AI and enable you to design, create, and deploy customer conversational solutions. The course directly applies to enhancing professional Google Cloud services tailored for industry insights provided with capabilities. It covers future trends in the field to make you more valuable in the evolving landscape of customer interactions.
How is the course program carried out at Vinsys?
Our courses are delivered through instructor-led training (ILT), private group training, and virtual instructor-led training (vLIT). We boost your odds of success by helping you prepare for required exams and earn the certification. Effective course material accessed throughout the program makes learning about concepts beyond the class easier. You can choose your learning path to upskill with Vinsys' subject matter experts upon customizing training needs to ensure 100% results.
How will this course help the learners?
The course will help learners understand Contact Center AI and learn to identify various types of deployment strategies using Dialogflow models. The knowledge equips them to navigate the complex landscape of customer conversations.
Can learners interact with the instructors?
Yes, learners will have an opportunity to interact with the instructors till the time their confusion and queries are resolved. You can enjoy 24*7 support from Vinsys even after the course completion.
What are the job opportunities after CCAIDES?
Upon completing this course, various job opportunities in the growing field of Contact Center AI will open for you to explore skills in roles such as Virtual Agent Developer, Conversational Designer, and Citizen Developer. The professionals working in the field can explore opportunities in AI-driven center solutions, thus offering diverse and rewarding career paths.