Learn how to use CCAI Dialogflow CX. Learn how to use Contact Center Artificial Intelligence (CCAI) to design, develop, and deploy customer conversational solutions

4.2

별점

11개의 평가

Google Cloud Training

제공자:

Customer Experiences with Contact Center AI - Dialogflow CX 특화 과정Google 클라우드

배울 내용

Explain how Dialogflow can be used in Contact Center applications.

Implement a virtual agent using Dialogflow CX, including reading and writing from Firestore using Cloud Functions and using tools for troubleshooting.

Manage virtual agent environments and identify key aspects such as security and compliance in the context of contact centers.

Analyze audio recordings using the Speech Analytics Framework (SAF) and recognize use cases where Agent Assist adds value.

귀하가 습득할 기술

Conversational designDialogflow CX developmentVirtual agentFirestore database creationCloud FunctionsOperations ManagementEnvironment management

이 전문 분야 정보

최근 조회 4,117회

In this series, learn how to design customer conversations using Contact Center Artificial Intelligence (CCAI). You’ll use Dialogflow CX to create virtual agents and test them using the simulator. Learn to add functionality to access data from external systems, making virtual agents conversationally dynamic. You'll be introduced to testing methods, connectivity protocols, APIs, environment management, and compliance measures. Learn best practices for integrating conversational solutions with your existing contact center software and implementing solutions securely and at scale.

응용 학습 프로젝트

This Specialization includes lab based assignments, such as creating a basic chat virtual agent, running prebuilt virtual agents, adding contexts and voice to virtual agents, adding route groups, using cloud functions and managing environments in Dialogflow CX.

공유 가능한 수료증

완료 시 수료증 획득

100% 온라인 강좌

지금 바로 시작해 나만의 일정에 따라 학습을 진행하세요.

유동적 일정

유연한 마감을 설정하고 유지 관리합니다.

초급 단계

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. Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools.

완료하는 데 약 3개월이 걸립니다

권장 학습 속도: 주 1시간

영어

자막: 영어

공유 가능한 수료증

완료 시 수료증 획득

100% 온라인 강좌

지금 바로 시작해 나만의 일정에 따라 학습을 진행하세요.

유동적 일정

유연한 마감을 설정하고 유지 관리합니다.

초급 단계

완료하는 데 약 3개월이 걸립니다

권장 학습 속도: 주 1시간

영어

자막: 영어

특화 과정 이용 방법

강좌 수강

Coursera 특화 과정은 한 가지 기술을 완벽하게 습득하는 데 도움이 되는 일련의 강좌입니다. 시작하려면 특화 과정에 직접 등록하거나 강좌를 둘러보고 원하는 강좌를 선택하세요. 특화 과정에 속하는 강좌에 등록하면 해당 특화 과정 전체에 자동으로 등록됩니다. 단 하나의 강좌만 수료할 수도 있으며, 학습을 일시 중지하거나 언제든 구독을 종료할 수 있습니다. 학습자 대시보드를 방문하여 강좌 등록 상태와 진도를 추적해 보세요.

실습 프로젝트

모든 특화 과정에는 실습 프로젝트가 포함되어 있습니다. 특화 과정을 완료하고 수료증을 받으려면 프로젝트를 성공적으로 마쳐야 합니다. 특화 과정에 별도의 실습 프로젝트 강좌가 포함되어 있는 경우, 다른 모든 강좌를 완료해야 프로젝트 강좌를 시작할 수 있습니다.

수료증 취득

모든 강좌를 마치고 실습 프로젝트를 완료하면 취업할 때나 전문가 네트워크에 진입할 때 제시할 수 있는 수료증을 취득할 수 있습니다.

이 전문 분야에는 4개의 강좌가 있습니다.

강좌1

강좌 1

Contact Center AI: Conversational Design Fundamentals

4.5

별점

59개의 평가

•

14개의 리뷰

Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series.

In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation. This is a beginner 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. • Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. Prerequisite: To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

강좌2

강좌 2

Virtual Agent Development in Dialogflow CX for Software Devs

Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" series.

In this course, learn how to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise. This is an intermediate course, intended for learners with the following type of role: • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. Prerequisite: Before taking this course, learners should have completed the "Virtual Agent Development in Dialogflow CX for Software Devs" course.

강좌3

강좌 3

Virtual Agent Development in Dialogflow CX for Citizen Devs

Welcome to "CCAI Virtual Agent Development in Dialogflow CX for Citizen Developers", the second course in the "Customer Experiences with Contact Center AI" series.

In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations using Dialogflow CX. This is an 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. Prerequisite: Before taking this course, learners should have completed the "CCAI Conversational Design Fundamentals" course.

강좌4

강좌 4

Contact Center AI: Operations and Implementation

4.7

별점

20개의 평가

•

3개의 리뷰

Welcome to "CCAI Operations and Implementation", the fourth course in the "Customer Experiences with Contact Center AI" series.

In this course, 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. In this course, you'll be introduced to Agent Assist and the technology it uses so you can delight your customers with the efficiencies and accuracy of services provided when customers require human agents, connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business, Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes, compliance measures and regulations you should be aware of when bringing your virtual agent to production, and you'll be given tips from virtual agent subject matter experts on how to avoid mishaps in your design and implementation that will result in a poor experience for your customers. This is an intermediate course, intended for learners with the following types of roles: • Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API. • Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. Recommended prerequisite: Before taking this course, learners may wish to take the "CCAI Conversational Design Fundamentals" course.

강사

Google Cloud Training

1,446,920명의 학습자

320개의 강좌

제공자:

Google 클라우드

We help millions of organizations empower their employees, serve their customers, and build what’s next for their businesses with innovative technology created in—and for—the cloud. Our products are engineered for security, reliability, and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping customers apply our technologies to create success.

자주 묻는 질문

환불 규정은 어떻게 되나요?
구독하는 경우, 취소해도 요금이 청구되지 않는 7일간의 무료 평가판을 이용할 수 있습니다. 해당 기간이 지난 후에는 환불이 되지 않지만, 언제든 구독을 취소할 수 있습니다. 전체 환불 정책 보기.
하나의 강좌에만 등록할 수 있나요?
네! 시작하려면 관심 있는 강좌 카드를 클릭하여 등록합니다. 강좌를 등록하고 완료하면 공유할 수 있는 인증서를 얻거나 강좌를 청강하여 강좌 자료를 무료로 볼 수 있습니다. 전문 분야 과정에 있는 강좌에 등록하면, 전체 전문 분야에 등록하게 됩니다. 학습자 대시보드에서 진행 사항을 추적할 수 있습니다.
재정 지원을 받을 수 있나요?
예, Coursera에서는 수업료를 낼 수 없는 학습자를 위해 재정 지원을 제공합니다. 왼쪽에 있는 등록 버튼 아래 재정 지원 링크를 클릭하면 지원할 수 있습니다. 신청서를 작성하라는 메시지가 표시되며 승인되면 알림을 받습니다. 성취 프로젝트를 포함하여 전문 분야의 각 강좌에서 이 단계를 완료해야 합니다. 자세히 알아보기.
해당 강좌를 무료로 수강할 수 있나요?
강좌를 등록하면 전문 분야의 모든 강좌에 접근할 수 있으며 강좌를 완료하면 인증서가 발급됩니다. 강좌 내용을 읽고 보기만 원한다면 강좌를 무료로 청강할 수 있습니다. 수업료를 지급하기 어려운 경우, 재정 지원을 신청할 수 있습니다.
이 강좌는 100% 온라인으로 진행되나요? 직접 참석해야 하는 수업이 있나요?
이 강좌는 100% 온라인으로 진행되므로 강의실에 직접 참석할 필요가 없습니다. 웹 또는 모바일 장치를 통해 언제 어디서든 강의, 읽기 자료, 과제에 접근할 수 있습니다.
전문 분야를 완료하면 대학 학점을 받을 수 있나요?
이 전문 분야는 대학 학점을 제공하지 않지만, 일부 대학에서 선택적으로 전문 분야 인증서를 학점으로 인정할 수도 있습니다. 자세한 내용은 해당 기관에 문의하세요.
전문 분야를 완료하는 데 얼마나 걸리나요?
8 Weeks at approximately 4 hours per week
What background knowledge is necessary?
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. Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools.
Do I need to take the courses in a specific order?
It is recommended to take the courses in the following order CCAI Conversational Design Fundamentals CCAI Virtual Agent Development in Dialogflow CX for Citizen Developers CCAI Virtual Agent Development in Dialogflow CX for Software Developers CCAI Operations and Implementation

궁금한 점이 더 있으신가요? 학습자 도움말 센터를 방문해 보세요.