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Jan 1

Customer experiences with Contact Center AI – Dialogflow CX

January 1 @ 8:00 AM - 5:00 PM AEST

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Customer Experiences with Contact Center AI - Dialogflox CX

This instructor led live training teaches you 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.

What you Will learn

What's Included?

Instructor Live Training

An instructor will answer your questions

OFFICIAL GOOGLE CLOUD CONTENT

Course content reflects the latest google cloud class

hands on labs

Real world hands on labs provided by Qwiklabs and supported by instructor

CertIficate of completion

Receive official certificate on completion of 80% of labs

Who's this course for?

Level

Language

Duration

Prerequisites

products

Course Content

Objectives

  • 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.
  • Describe the role each component plays in a CCAI solution.

Activities

  • Quiz – Contact Center AI fundamentals

Objectives

  • 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.
  • Demonstrate and test how Speech adaptation can improve the speech recognition accuracy of the agent.
  • Recognize the different NLU (Natural Language Understanding) and
    NLP (Natural Language Processing) techniques and the role they play on
    conversation experiences.
  • Explain the different elements of a conversation (intents, entities, etc).
  • 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.

Activities

  • Quiz – Conversational Experiences

Objectives

  • Identify user roles and their journeys
  • Write personas for virtual agents and users
  • Model user-agent interactions

Activities

  • Quiz – Dialogflow fundamentals: Intents and entities
  • Lab – Agent design fundamentals

Objectives

  • Describe two primary differences between Dialogflow Essentials (ES) and Dialogflow
    Customer Experience (CX).
  • Identify two design principles for your virtual agent which apply regardless of whether you implement 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.

Activities

  • Quiz – Dialogflow product options
  • Lab – Running a Prebuilt Virtual Agent

Objectives

  • Review what was covered in the course as relates to the objectives

Objectives

  • List the basic elements of the Dialogflow CX User Interface.
  • Create entities.
  • Create intents and form fill entities in training phrases.
  • Train the NLU model through the Dialogflow console.
  • Build a basic virtual agent to handle identified user journeys.

Activities

  • Quiz – DF fundamentals: Intents and entities
  • Lab – Creating a basic chat virtual agent with DF CX

Objectives

  • Recognize the scenarios in which standalone flows can help scale your virtual agent.
  • Implement a flow that uses other flows.

Activities

  • Quiz – Flows
  • Lab – Adding flows to scale your virtual agent in DF CX

Objectives

  • 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.

Activities

  • Quiz – Route groups
  • Lab – Configuring a route group for your virtual agent in DF CX

Objectives

  • Review what was covered in the course as relates to the objectives

Objectives

  • Use Dialogflow tools for troubleshooting.
  • Use Google Cloud tools for debugging your virtual agent.
  • Review logs generated by virtual agent activity.
  • Recognize ways an audit can be performed.

Activities

  • Quiz – Testing and logging
  • Lab – Testing a Virtual Agent in DF CX

Objectives

  • Characterize the role of fulfillment with respect to Contact Center AI.
  • Implement a virtual agent using Dialogflow ES
  • Use Cloud Firestore to store customer data
  • Implement fulfillment using Cloud Functions to read and write Firestore data
  • Describe the use of Apigee for application deployment.

Activities

  • Quiz – Taking actions with fulfillment
  • Lab – Using Cloud Functions in DF CX

Objectives

  • 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.
  • Describe how to replace existing head intent detection on IVRs with Dialogflow intents.
  • Describe virtual agent integration with Google Assistant.
  • Describe virtual agent integration with messaging platforms.
  • Describe virtual agent integration with CRM platforms (such as Salesforce
    and Zendesk).
  • Describe virtual agent integration with enterprise communication platforms (such as Genesys, Avaya, Cisco, and Twilio).
  • Explain the ability that telephony providers have of identifying the caller and how that can modify the agent design
  • Describe how to incorporate IVR features in the virtual agent.

Activities

  • Quiz – IVR Features
  • Quiz – Contact Center AI integration points
  • Quiz – Common Platforms of Integration

Objectives

  • Review what was covered in the course as relates to the objectives

Objectives

  • Create Draft and Published versions of your virtual agent.
  • Create environments where your virtual agent will be published.
  • Load a saved version of your virtual agent to Draft.
  • Change which version is loaded to an environment.

Activities

  • Quiz – Managing Environments
  • Lab – Managing Environments

Objectives

  • Analyze audio recordings using the Speech Analytics Framework (SAF).

Activities

  • Quiz – Using the Speech Analytics Framework to Draw Insights From Contact Center Logs
  • Lab – Using SAF

Objectives

  • Recognize use cases where Agent Assist adds value.
  • Identify, collect and curate documents for knowledge base construction.
  • Describe how to set up knowledge bases.
  • Describe how FAQ Assist works.
  • Describe how Document Assist works.
  • Describe how the Agent Assist UI works.
  • Describe how Dialogflow Assist works.
  • Describe how Smart Reply works.
  • Describe how Real-time entity extraction works.

Activities

  • Quiz – Intelligent Assistance
  • Demo – Intelligent Assistance

Objectives

  • Describe two ways security can be implemented on a CCAI integration.
  • Identify current compliance measures and scenarios where compliance is needed.

Activities

  • Quiz – Compliance and security

Objectives

  • Convert pattern matching and decision trees to smart conversational design.
  • Recognize situations that require escalation to a human agent.
  • Support multiple platforms, devices, languages, and dialects.
  • Use Diagflow’s built-in analytics to assess the health of the virtual agent.
  • Perform agent validation through the Dialogflow UI.
  • Monitor conversations and Agent Assist.
  • Institute a DevOps and version control framework for agent development
    and maintenance.
  • Consider enabling spell correction to increase the virtual agent’s accuracy.

Activities

  • Quiz – Best practices

Objectives

  • Identify the stages of the Google Enterprise Sales Process
  • Describe the Partner role in the Enterprise Sales Process
  • Detail the steps in a Contact Center AI project using Google’s ESP
  • Describe the key activities of the Implementation Phase in ESP
  • Locate and understand how to use Google’s support assets for Partners.

Activities

  • Quiz – Implementation methodology

Objectives

  • Review what was covered in the course as relates to the objectives

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Ref: T-CECCAI-CX-I-01

Location

Online

Instructor

Axalon Academy
Email:
training@axalon.io
View Instructor Website

Other

Competencies
Intermediate
Learning Path
Contact Center Engineer
Event Type
Live Virtual Training Day