Search
enquiry@vinsys.ae
+971 4 3524949
Duration : 4 Days
41870 Partipants
Looking for Corporate TrainingInteractive Learning Platform
Customer Experiences With Contact Center AI - Dialogflow ES (CCAIDES) Training Course
CCAIDES Certification Training Course
This 4-day instructor-led online Customer Experience with Contact Center AI Course in India equips you to understand and develop AI-based customer service solutions on Google Cloud’s Dialogflow ES. In this extensive training, you’ll discover how to build intelligent virtual agents, de
Customer Experiences With Contact Center AI - Dialogflow ES (CCAIDES)
Hands-On Labs Experience
Flexible Learning Schedule
Real-Time Feedback and Support
Industry-Relevant Course Material
Post-Training Access to Materials
Course Overview
This Customer Experiences With Contact Center AI - Dialogflow ES course is designed meticulously to give you a deep understanding of leveraging Google's Dialogflow ES platform to create intelligent, AI-driven customer service solutions. This instructor-led training equips you with the tools and techniques needed to build, deploy, and manage virtual agents that can enhance the customer experience in a contact center environment.
During the course, you will learn the core components of Dialogflow ES, including how to create and configure intents, entities, and fulfillment. You will explore how to design conversational flows and integrate them seamlessly into various platforms, including Google Cloud and third-party services. Additionally, the training will cover essential aspects of natural language processing (NLP), machine learning, and speech recognition, all necessary for creating intelligent virtual agents that can understand and respond to customer inquiries effectively.
You will also gain hands-on experience setting up Dialogflow ES agents and integrating them with popular messaging platforms like Google Assistant and Slack. The training includes troubleshooting techniques and performance optimization methods to ensure that your contact center solutions deliver a smooth and efficient customer experience.
At the end of the course, you will have a comprehensive understanding of creating, managing, and optimizing AI-powered virtual agents in a contact center environment. You will also be well-prepared to take the certification exam, with access to practice tests and expert insights that guide you through the exam structure and key topics.
- Individual
- Business
Course Objectives
- Learn about Dialogflow ES and its function in AI-based customer service.
- Discover how to design and develop contact center conversational agents with the Dialogflow ES.
- Learn how to set up intents and entities for proper customer engagement.
- Develop practical experience in the implementation of the conversation flows in virtual space, as well as in concrete platforms.
- Understand how to configure fulfillment for live and real-time responses during customer engagement.
- Study the application of natural language processing (NLP) and the use of machine learning in the performance of agents.
- Learn what Dialogflow ES is and how it can be connected to Google Cloud services and other applications.
- Learn how to become skilled using Dialogflow ES agents in the production environment.
- Master ways of solving issues and increasing the efficiency of Dialogflow ES agents.
- Learn about the voice user interface capability of Dialogflow ES, including speech recognition and text-to-speech.
Target Audience
- Contact Center Managers
- AI and Machine Learning enthusiasts
- IT professionals
- Customer Service Professionals
- AI/Chatbot developers
- Digital Transformation Consultants
- Business analysts
- Customer Support Technicians
- Tech leads and project managers
- Google Cloud developers
- Individuals seeking AI career advancement
Eligibility Criteria
- Some background in programming is expected, like Python.
- Awareness of contact center activities, AI, and machine learning.
- Familiarity with cloud platforms, mainly Google Cloud, is preferred.
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
Module 2: Conversational Experiences
- 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.
Module 3: Fundamentals of Designing Conversations
- User roles and their journeys.
- Utilize personas for virtual agents and users.
Module 4: Dialogflow Product Options
- 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.
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 ES
- 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.
Module 7: Scaling with Standalone Flows
- Recognize the scenarios in which standalone flows can help scale your virtual agent.
Module 8: Using Route Groups for Reusable Routes
- 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
Module 9: Course Review
- Review what was covered in the course as it relates to the objectives.
Module 10: Testing and Logging
- 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.
Module 11: Taking Actions with Fulfillment
- Role of fulfillment with respect to Contact Center AI.
- Utilize a virtual agent using Dialogflow ES.
Module 12: Integrating Virtual Agents
- 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.
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
Module 15: Drawing Insights from Recordings with SAF
- Analyze audio recordings using the Speech Analytics Framework (SAF)
Module 16: Intelligence Assistance for Live Agents
- 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.
Module 18: Best Practices
- 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.
Module 19: Implementation Methodology
- 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
Module 20: Course Review
- Review what was covered in the course as it relates to the objectives.
About the Certification
The CCAIDES Certification Training Course is for professionals who wish to improve their knowledge and skills in developing AI virtual agents and advanced customer service solutions employing Google’s Dialogflow ES. This certification demonstrates that you can create, implement, and manage intelligent virtual agents for contact centers to facilitate customer engagement and improve service delivery.
Throughout the course, you will get some practical experience with essential aspects of Dialogflow ES, such as intents, entities & fulfillment, and conversational flows. You will also see how to extend the platform with Google Cloud services and third-party applications and how NLP and machine learning can improve agents' responses.
You will confidently implement the best practices and solve problems to guarantee quality customer experiences. Getting this certification provides a way to get several job offers in the artificial intelligence and customer experience management sectors. It creates a base for positions like an AI consultant, a customer experience manager, and a contact center solutions architect. As more companies integrate AI into customer service, this certification puts you in a better place in a fast-growing job market.
Choose Your Preferred Mode
Online Training
- Instructor-led Online Training
- Experienced Subject Matter Experts
- Approved and Quality Ensured Training Material
- 24*7 leaner assistance and support
Corporate Training
- Customized Training Across Various Domains
- Instructor-Led Skill Development Program
- Ensure Maximum ROI for Corporates
- 24*7 Learner Assistance and Support
FAQ’s
What does the CCAIDES Certification stand for?
The CCAIDES Certification Training Course ensures that the participant has the competency to design, implement, and manage artificial intelligent virtual agents via Google Dialogflow ES to improve customer operational service centers such as contact centers.
Why is Customer Experiences With Contact Center AI relevant to today’s business?
Today, more and more companies integrate AI into their customer service, using AI virtual agents to facilitate work, raise satisfaction levels, and minimize mistakes.
What are the requirements before taking this course?
The prerequisites to take this course are basic programming knowledge (preferably in Python), an understanding how contact centers work, and some knowledge about Artificial Intelligence.
What does an AI Consultant do in the context of Contact Center AI?
AI consultants understand business requirements, define and build customer service with AI technologies, and deploy tools like Dialogflow ES to improve contact center operations.
What are the differences between Dialogflow Essentials and Dialogflow ES?
Dialogflow ES is more beneficial and powerful when it comes to enterprise-level solutions than Dialogflow Essentials as it incorporates many features like deeper integration with Machine Learning and custom fulfillment support, as well as better scalability.
Which industries use Customer Experiences With Contact Center AI?
The telecommunication, banking, e-commerce, healthcare, and IT service sectors are the most common ones that use AI to enhance customer interaction and deliver services.
What jobs are available for professionals who complete this certification?
Once you get this certification, you will receive job titles such as AI Consultant, Customer Experience Manager, AI Solutions Architect, and Contact Center Manager- Artificial Intelligence Specialist.
Why is the CCAIDES Training Course emerging rapidly in India?
As the demand for innovative customer service solutions increases, there is a need for trained personnel in India, which is offered by CCAIDES training courses that meet market demands.
What are the advantages of getting CCAIDES certification?
This certification proves your proficiency in AI customer service solutions which will make you a great asset to firms that are adopting the use of AI technology and will boost your job market in the technological sector.
Is there any other certification that I can do after CCAIDES?
Following CCAIDES, other certifications you should go for are Google Cloud Professional Cloud Architect, AI Engineering on Google Cloud, and other certifications, including machine learning and AI development.
Why Vinsys
Seasoned Instructors
Official Vendor Partnerships
Authorized Courseware
3,000+ Courses & 2,000+ Modules
In Synch with Tech-advancements
Customizable Blended Learning Options
Reviews
I enrolled in the Customer Experiences With Contact Center AI - Dialogflow ES at Vinsys and it was amazing. I liked the trainers; they were very knowledgeable, and they made some complex features of Dialogflow ES very easy to understand and practical. I had no prior experience at all and now I can create conversational AI agents easily I found that the team from Vinsys was so helpful, especially during the hands-on lab. Highly recommend it!
Dhruv ChoudharyContact Center Managers
The training at Vinsys was perfect for me because it helped me to upskill. This Dialogflow ES course was very applied and most of the concepts taught were real-life applications. I really liked that the instructors incorporated multi-channel integration as well as natural language understanding ideas. It was easy to follow the course content, and they also shared some best practices on how to improve Dialogflow agents for increased client interaction.
Tisha SharmaAI/Chatbot developers
I was quite impressed by the Dialogflow ES course offered by Vinsys. It was great to have very professional trainers who used their experience to make the sessions as real-life as possible. Getting this course has been a true blessing as I believe that I am capable of producing AI-powered chatbots, or at least I have plenty of knowledge related to it. Thanks, Vinsys!
Garima KharkwalDigital Transformation Consultants
This course was done really well by Vinsys! All the important aspects of Dialogflow ES, including the conversational agent design and their integration across channels, were included in the curriculum. The most enjoyable was how friendly and supportive the instructors were. The team at Vinsys also offered great advice regarding certification as well. Can’t wait to apply all that knowledge in my projects!
Anita SinghCustomer Support Technicians
X
Select Language
X
Select Country
India
United States of America
United Arab Emirates
Saudi Arabia
Qatar
GlobalX
ENQUIRE NOW