Customer Experiences with Contact Center AIDialogflow ES

Enhance customer engagement through virtual agents by training in Google’s Contact Center Artificial Intelligence (CCAI). This 4-day intermediate course focuses on integrating virtual agents with Firestore for dynamic data retrieval and managing cloud environments using Dialogflow ES. Designed for Software Developers and Operations Specialists, this course equips you with the skills to optimize customer experiences effectively.

Course Details

Price:

$2,475.00

Days:

Location:

Virtual

Course Overview

– • Define Google CCAI
– • Explain how Dialogflow can be used in Contact Center applications
– • Implement a virtual agent using Dialogflow ES
– • Read and write data from Firestore using Cloud Functions
– • Use Dialogflow tools and cloud logging for troubleshooting
– • Describe how to manage virtual agent environments
– • Identify general best practices for virtual agents
– • Identify key aspects such as security and compliance in the context of contact centers
– • Analyze audio recordings using the Speech Analytics Framework (SAF)
– • Recognize use cases where Agent Assist adds value

No specific prerequisites are required for this course. Basic computer literacy and familiarity with fundamental concepts in the subject area are recommended for the best learning experience.

• Overview of Contact Center AI
• Conversational Experiences
• Fundamentals of Designing Conversations
• Dialogflow Product Options
• Course Review
• Fundamentals of building conversations with Dialogflow ES
• Maintaining Context in a Conversation
• Moving From Chat to Voice Virtual Agent
• Testing and logging
• Taking Actions with Fulfillment
• Integrating Virtual Agents
• Environment Management
• Drawing Insights from Recordings with SAF
• Intelligence Assistance for Live Agents
• Compliance and Security
• Best Practices
• Implementation Methodology
• Course Review

Class Dates & Times


6/23/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,475.00
8/18/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,475.00
10/20/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,475.00
12/15/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,475.00

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