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Customer Experiences With Contact Center AI - Dialogflow CX (CCAIDCX) Training Course
CCAIDCX Certification Training Course
Master Contact Center AI from basics to brilliance with Vinsys!
CCAIDCX, Customer Experiences with Contact Center AI- Dialogflow CX, is a 04-day expert-led course by Vinsys that focuses on Dialogflow CX, allowing you to learn about customer conversational solutions using C
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Customer Experiences With Contact Center AI - Dialogflow CX (CCAIDCX)
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Customer Experiences With Contact Center AI - Dialogflow CX (CCAIDCX)
This is an intermediate beginner course in which you will learn about how virtual agent development utilizes Dialogflow CX. The course concepts are covered to give in-depth knowledge about some best practices for integrating conversational solutions with the existing contact center software. It will help you establish a framework for human agent assistance and implement secure solutions on a large scale. 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.
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. 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 CX. 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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Course Objectives:
Throughout this hands-on learning experience facilitated by our experts, you will achieve the following course objectives:
• Define the capabilities of CCAI and its impact on optimizing contact center operations
• Identify best principles for the development of virtual agents using Dialogflow CX
• Provide insights into the deployment process of virtual agents into a production environment
• Explore the applications of Dialogflow within the context of contact centers
• 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 CX
• List basic elements of the Dialogflow interface
• Articulate the role of natural language understanding (NLU) in facilitating Dialogflow conversations
• Review logs generated by virtual agent activity
• Evaluate options for refining NLP to understand dialog flow efficiency
• Identify user roles and their journeys
• Identify each component of the CCAI architecture, including speech synthesis, agent assistance, and insights AI
• Basic principles of a conversational experience
• Understand the concept of router groups with respect to Dialogflow CX
Audience
An intermediate-level course is suitable for learners and professionals who have the following experiences in their organizations-
Citizen developers- Learners working in this role are engaged in developing new business applications. The requirement to use high-level development and runtime environments is tailored for their consumption by others.
Software developers- Learners working in this role are proficient in coding computing software using programming languages like C++, Python, and JavaScript and frequently employ an SDK/API. The course is beneficial for them to explore more career opportunities in the field.
Conversational designers- Learners responsible for shaping the user experiences of virtual assistants and translating business requirements are the right target audience for the course. They have the experience that enables them to seamlessly use dialog flows that align with the brand.
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.
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FAQ’s
What is the course duration?
CCAIDCX, Customer Experiences with Contact Center AI- Dialogflow CX, is a 04-day expert-led course by Vinsys emphasizing Dialogflow CX 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 CCAIDCX.
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 CCAIDCX?
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.
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