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Customer Experiences With Contact Center AI - Dialogflow CX (CCAIDCX) Training Course
CCAIDCX Certification Training Course
This 4-day instructor-led online course on Customer Experiences with Contact Center AI – Dialogflow CX (CCAIDCX) provides participants with a working understanding of how AI can be applied to contact center solutions to improve customer experiences. Intended for those in customer service, t
CCAIDCX Certification Training Course
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CCAIDCX Certification Training Course Overview
The Customer Experiences with Contact Center AI – Dialogflow CX (CCAIDCX) Training Course is specifically designed for candidates who wish to build customer relations using AI. The extensive course is aimed at providing the participants with the necessary knowledge and skills needed in the deployment and management of AI solutions in contact centers. If you are a beginner in customer service technologies or want to broaden your knowledge, this course offers the information on how to improve the customer experience with the help of Dialogflow CX.
Participants will discover the new features of Dialogflow CX and how to create conversational agents that can Answer most of the customer questions through multiple channels. The important areas of the course are the intent recognition, the entity extraction, and the response generation, so the learners will be familiar with the basic functionalities of the platform.
Combining the theoretical background with a set of practical tasks, the participants will be able to develop, implement, and fine-tune chatbots. This training does not only equip the attendees on how they are going to respond to AI technology, but also how they are going to spearhead projects that enhance customer satisfaction and organizational productivity.
At the end of the course, participants will be in a position to deploy AI solutions effectively and prepare the foundation for a new wave of customers’ experience in organizations. This course is particularly suitable for anyone interested in enhancing their career in customer service and Artificial Intelligence technology.
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CCAIDCX Course Objectives
- Understand the foundational concepts of Customer Experience and the role of Contact Center AI, particularly Dialogflow CX, in enhancing customer interactions and satisfaction.
- Develop the skills necessary to design, implement, and manage conversational agents that effectively handle customer inquiries across various platforms.
- Gain proficiency in utilizing Dialogflow CX features, such as intent recognition, entity extraction, and response generation, to create engaging and informative customer experiences.
- Learn best practices for data collection, analysis, and interpretation to assess the performance of AI-driven solutions in real-time customer interactions.
- Acquire the ability to create and optimize conversation flows that enhance user engagement and streamline service delivery.
- Understand the significance of stakeholder collaboration and communication strategies in the successful deployment of AI initiatives within contact centers.
- Explore methods for evaluating and improving AI systems, ensuring they remain effective and aligned with evolving customer needs.
- Learn to apply AI technologies in real-world scenarios through practical exercises and case studies, reinforcing the theoretical knowledge gained during the course.
- Develop the capability to work effectively within cross-functional teams to drive innovation and improvement in customer service practices.
- Build a solid foundation in AI-driven customer experience methodologies, preparing for further specialization in areas such as AI strategy and implementation.
CCAIDCX Training Course Target Audience
- UX/UI Designers
- Business Analysts
- Quality Assurance Engineers
- Technical Project Managers
- Citizen Developers
- Software Developers
- Conversational Designers
- Product Managers
- Digital Transformation Specialists
- Customer Experience Professionals
CCAIDCX Training Course Eligibility Criteria
- Learners must have an absolute GCP knowledge.
- A fundamental or equivalent experience in GCP is required.
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.
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.
- Role each component plays in a CCAI solution.
- Recognize the different NLU (Natural Language Understanding) and NLP (Natural Language Processing) techniques and the role they play in conversation experiences.
- Explain the different elements of a conversation (intents, entities, etc).
- Demonstrate and test how speech adaptation can improve the agent's speech recognition accuracy.
- 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 that apply regardless of whether you implement them 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 it 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.
- Train the NLU model through the Dialogflow console.
- Create intents and form-fill entities in training phrases.
- 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 it relates to the objectives.
Module 10: Testing and Logging
- Use Dialogflow tools for troubleshooting.
- Use Google Cloud tools to debug your virtual agent.
- Implement fulfillment using Cloud Functions to read and write Firestore data.
- 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.
- Cloud Firestore to store customer data.
- Describe the use of Apigee for application deployment.
Module 12: Integrating Virtual Agents
- Virtual agent integration with Google Assistant.
- 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.
- Replace existing head intent detection on IVRs with Dialogflow intents.
- Virtual agent integration with CRM platforms (such as Salesforce and Zendesk).
- Virtual agent integration with enterprise communication platforms (such as Genesys, Avaya, Cisco, and Twilio).
- 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.
- Describe how to incorporate IVR features in the virtual agent.
Module 13: Course Review
- Review what was covered in the course as it relates to the objectives.
Module 14: Environment Management
- 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.
- Create environments where your virtual agent will be published.
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.
- FAQ Assist works.
- Document Assist works.
- Agent Assist UI works.
- Dialogflow Assist works.
- Smart Reply works.
- 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.
- Require escalation to a human agent.
- Support multiple platforms, devices, languages, and dialects.
- Use Diagflow's built-in analytics.
- Perform agent validation through the Dialogflow UI.
- Monitor conversations and Agent Assist.
- DevOps and version control framework for agent development and maintenance.
- Enabling spell correction to increase the virtual agent's accuracy.
Module 19: Implementation Methodology
- Identify the stages of the Google Enterprise Sales Process.
- Contact Center AI project using Google's ESP.
- Key activities of the Implementation Phase in ESP.
- Describe the Partner's role in the Enterprise Sales Process.
- Locate and understand how to use Google's support assets for Partners.
Module 20: Course Review
- Review what was covered in the course as it relates to the objectives.
About the Certification
The Customer Experiences with Contact Center AI - Dialogflow CX (CCAIDCX) certification validates your expertise in leveraging Dialogflow CX to enhance customer interactions through AI-driven solutions. This credential demonstrates your ability to design, implement, and optimize conversational experiences that meet business objectives and improve customer satisfaction. By earning this certification, you signify your proficiency in utilizing advanced features of Dialogflow CX, including intent recognition, context management, and fulfillment integration. This certification not only boosts your professional credibility but also opens up new career opportunities in customer experience management, AI implementation, and digital transformation initiatives across various industries.
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FAQ’s
What is the Customer Experiences with Contact Center AI - Dialogflow CX (CCAIDCX) Training Course?
This comprehensive training course offers an in-depth exploration of Dialogflow CX, focusing specifically on designing and implementing AI-driven customer interactions. Participants will learn how to create conversational agents that enhance customer experiences, streamline communications, and leverage AI tools effectively within contact centers.
What are the benefits of the CCAIDCX Training Course?
Enrolling in the CCAIDCX course provides numerous advantages, including hands-on experience with Dialogflow CX and a solid understanding of key AI concepts. Participants will gain practical skills to improve customer interactions significantly, ultimately leaving the course equipped to implement AI solutions that enhance customer satisfaction and drive operational efficiency in their organizations.
Who should enroll in the CCAIDCX Training Course?
This course is ideal for a diverse audience, including citizen developers, software developers, and conversational designers. It is specifically designed for professionals who are looking to enhance their skills in AI applications, particularly those focused on customer service and experience design, making it relevant for anyone involved in creating user-friendly interfaces.
What are the prerequisites for taking the CCAIDCX Training Course?
There are no strict prerequisites for enrolling in this course. However, having a basic understanding of programming concepts and some experience in customer service or application development can be beneficial for participants, allowing them to maximize their learning experience.
How long is the CCAIDCX Training Course?
The CCAIDCX training course is conducted over a period of four days, providing an extensive blend of lectures, interactive sessions, and hands-on activities that reinforce learning and practical application of the material covered.
What is the format of the CCAIDCX Training Course?
This course is offered as an instructor-led online training program, allowing participants to engage with the content and interact with instructors in a virtual environment. This format also encourages collaboration and networking among peers from various backgrounds.
What is included in the CCAIDCX Training Course?
The course includes a wide range of comprehensive training materials, access to practice exercises, and real-world case studies. Participants will engage in hands-on projects that simulate the creation and management of AI-powered customer interactions, providing valuable experience applicable in real business scenarios.
Who conducts the CCAIDCX Training Course?
The course is led by highly experienced instructors who possess expertise in AI technologies and customer experience management. They bring valuable insights and practical knowledge from their work across various industries, enriching the learning experience for participants.
Can I access the course materials after the training is completed?
Yes, participants will typically have continued access to course materials and resources even after the training concludes. This allows for ongoing learning, review, and reference, helping to reinforce the concepts covered during the course.
Is there a certification exam at the end of the CCAIDCX Training Course?
Yes, participants will have the opportunity to take a certification exam upon completing the training. This certification serves to validate their knowledge and skills in utilizing Dialogflow CX effectively for enhancing customer experiences in contact centers.
What topics are covered in the CCAIDCX Training Course?
The course covers a variety of key topics, including the fundamentals of Dialogflow CX, conversational design principles, integration with backend systems, and strategies for optimizing customer interactions through the application of AI. These topics equip participants with the necessary skills to succeed in their roles.
Can I take the CCAIDCX course as part of a corporate training program?
Yes, customized training sessions can be arranged for organizations seeking to train multiple employees simultaneously. This allows for a tailored learning experience that aligns with specific business needs and organizational objectives.
Do I need to have a technical background to take the CCAIDCX course?
While a technical background can be helpful, it is not a strict requirement. The course is designed to be accessible, focusing on both foundational concepts and practical applications, making it suitable for individuals from various professional backgrounds.
Why should I enroll in the CCAIDCX Training Course?
Enrolling in this course provides a unique opportunity to develop essential skills in AI-driven customer experience management. Participants will engage with industry experts, gain practical experience, and acquire valuable insights that can lead to enhanced career opportunities in this rapidly evolving field of customer interaction technology.
Why choose Vinsys for this course?
Choosing Vinsys for the Customer Experiences with Contact Center AI - Dialogflow CX (CCAIDCX) Training Course ensures access to expert instructors with extensive industry experience and a strong track record in AI and customer experience management. The course combines comprehensive theoretical knowledge with practical, hands-on exercises, enabling participants to apply their learning immediately. Vinsys is committed to providing a supportive and interactive learning environment, which enhances participant engagement and knowledge retention. Additionally, Vinsys offers flexible scheduling and customized training options, making it convenient for professionals to enhance their skills while balancing their work commitments. Talk to our team of experts today!
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Reviews
I recently completed the Customer Experiences with Contact Center AI - Dialogflow CX training, and I can confidently say it was an enlightening experience. The course was structured in a way that made complex AI concepts easily understandable, even for someone new to the field. The instructor brought extensive knowledge and real-world examples, which made the training both practical and engaging. The hands-on exercises allowed me to apply what I learned immediately, enhancing my confidence in using Dialogflow CX. I highly recommend this course to anyone looking to improve their skills in AI-driven customer experience solutions!
Pravin Raisales executive, costumer service
Enrolling in the Dialogflow CX training was a fantastic decision for my career. The course provided me with an in-depth understanding of how to leverage AI in customer interactions effectively. The trainers were not only knowledgeable but also enthusiastic about the subject, creating a dynamic learning environment. The blend of lectures, case studies, and interactive sessions kept me engaged throughout. The skills I gained are already proving valuable in my role, and I feel better equipped to contribute to my organization's AI initiatives. I wholeheartedly recommend this training to anyone interested in advancing their expertise in customer experience management.
Mayank JainUX/UI Designer
My experience with the Customer Experiences with Contact Center AI - Dialogflow CX training was incredibly rewarding. The course covered essential concepts and techniques, making it accessible and beneficial for all participants. The instructors were adept at simplifying complex topics, ensuring that everyone could grasp the material. I appreciated the focus on real-world applications, which allowed me to see the immediate relevance of the training to my work. This course has significantly enhanced my ability to implement AI solutions in customer service, and I highly recommend it to anyone looking to excel in this field.
Saurabh DharaBusiness Analysts
Participating in the Dialogflow CX training course was a transformative experience for me. The program was well-organized, with a clear focus on practical applications of AI in contact centers. The trainers were approachable and encouraged questions, fostering a collaborative atmosphere that made learning enjoyable. I particularly enjoyed the hands-on projects, which provided invaluable insights into the functionality of Dialogflow CX. After completing this course, I feel confident in my ability to design effective conversational interfaces. I strongly recommend this training for anyone interested in improving customer experiences through AI technology.
amit agarwalQuality Assurance Engineer
I had an excellent experience with the Customer Experiences with Contact Center AI - Dialogflow CX training. The course was comprehensive, covering everything from the fundamentals to advanced features of Dialogflow CX. The instructors were experts in the field and shared their insights generously. The interactive format kept me engaged, and I appreciated the opportunity to work on real-world scenarios that demonstrated the course material in action. This training has equipped me with the tools and knowledge to enhance customer interactions significantly, and I would highly recommend it to professionals looking to advance their skills in AI-driven customer experience.
Govind kumarTechnical Project Manager
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