Customer Experiences with Contact Center AI- Dialogflow ES Course Overview:

With Dialogflow ES as your tool, you’ll unlock a powerful toolkit for building intelligent virtual agents that engage customers naturally and resolve issues efficiently. 

Here’s what awaits you on this exciting journey: 

  • Learn how to craft natural and engaging dialogues for your virtual agents, ensuring seamless interactions that truly understand customer needs. 
  • Get hands-on experience building, testing, and refining your virtual agents using this robust platform. See them evolve from basic scripts to dynamic conversationalists. 
  • Discover how to integrate external data sources with your virtual agents, empowering them to access relevant information and personalize responses for each customer. 
  • Dive into rigorous testing methods, understand connectivity protocols and APIs, and learn best practices for managing your virtual agent environments and maintaining compliance. 
  • Seamlessly integrate your conversational solutions with your existing contact center software for a smooth and efficient workflow. 
  • Learn the secrets to securely implementing your virtual agent solutions at scale, ensuring they can handle even the highest customer volumes.

Customer Experiences with Contact Center AI- Dialogflow ES Certification- What You'll Learn:

  • Understand its role in transforming customer service and its potential for your organization.
  • Craft and implement intelligent virtual agents that engage customers naturally and resolve issues seamlessly.
  • Learn how to access and manipulate critical data using Cloud Functions, making your virtual agents truly informed.
  • Leverage Dialogflow tools and cloud logging to diagnose and fix any hiccups, keeping your virtual agents running smoothly.
  • Understand best practices for virtual agent environments, ensuring optimal performance and scalability.
  • Identify key principles for designing and deploying exceptional virtual agents that consistently delight customers.
  • Understand the crucial aspects of protecting customer data and meeting regulatory requirements in the contact center realm.
  • Gain insights from customer interactions using the Speech Analytics Framework, turning every conversation into a valuable learning opportunity.
  • Recognize the scenarios where this powerful tool can further empower your agents and elevate the customer experience.

Upcoming Batches

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Start Date End Date

2024-12-30

2025-01-03

2025-01-06

2025-01-10

2025-01-13

2025-01-17

2025-01-20

2025-01-24

2025-01-27

2025-01-31

Customer Experiences with Contact Center AI- Dialogflow ES Training: Key Features:

  • Our Google Cloud Platform training modules have 50% – 60% hands-on lab sessions to encourage Thinking-Based Learning (TBL).

  • Interactive-rich virtual and face-to-face classroom teaching to inculcate Problem-Based Learning (PBL).

  • GCP-certified instructor-led training and mentoring sessions to develop Competency-Based Learning (CBL).

  • Well-structured use cases to simulate challenges encountered in a Real-World environment during Google Cloud Platform training.

  • Integrated teaching assistance and support through an experts-designed Learning Management System (LMS) and ExamReady platform.

  • Being an official Google Cloud Platform Training Partner, we offer authored curricula aligned with industry standards.

Who Should Attend this Course, Customer Experiences with Contact Center AI- Dialogflow ES:

  • 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.

Prerequisites:

    To get the most out of this course, participants should have:
  • Completed Google Cloud Fundamentals or have equivalent experience

    • Learning objective of the course:

    • Independently explore and analyze data within your organization's Looker instance.
    • Craft insightful visualizations and dashboards for effective communication and decision-making.
    • Enhance your data literacy and become a valuable asset in a data-driven world.

    Why choose CloudThat as a training partner?

    • Specialized GCP Focus: CloudThat specializes in cloud technologies, offering focused and specialized training programs. We are Authorized Trainers for the Google Cloud Platform. This specialization ensures in-depth coverage of GCP services, use cases, best practices, and hands-on experience explicitly tailored for GCP.
    • Industry-Recognized Trainers: CloudThat has a strong pool of industry-recognized trainers certified by GCP. These trainers bring real-world experience and practical insights into the training sessions, comprehensively understanding how GCP is applied in different industries and scenarios.
    • Hands-On Learning Approach: CloudThat emphasizes a hands-on learning approach. Learners can access practical labs, real-world projects, and case studies that simulate actual GCP environments. This approach allows learners to apply theoretical knowledge in practical scenarios, enhancing their understanding and skill set.
    • Customized Learning Paths: CloudThat understands that learners have different levels of expertise and varied learning objectives. We offer customized learning paths, catering to beginners, intermediate learners, and professionals seeking advanced GCP skills.
    • Interactive Learning Experience: CloudThat's training programs are designed to be interactive and engaging. We utilize various teaching methodologies like live sessions, group discussions, quizzes, and mentorship to keep learners engaged and motivated throughout the course.
    • Placement Assistance and Career Support: CloudThat often provides placement assistance and career support services. This includes resume building, interview preparation, and connecting learners with job opportunities through our network of industry partners and companies looking for GCP-certified professionals.
    • Continuous Learning and Updates: CloudThat ensures that our course content is regularly updated to reflect the latest trends, updates, and best practices within the GCP ecosystem. This commitment to keeping the content current enables learners to stay ahead in their GCP knowledge.
    • Positive Reviews and Testimonials: Reviews and testimonials from past learners can strongly indicate the quality of training provided. You can Check feedback and reviews about our GCP courses that can provide potential learners with insights into the effectiveness and value of the training.

    Course Outline: Download Course Outline

    Topics:

    • 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

    Topics:

    • 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

    Topics:

    • 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

    Topics:

    • 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

    Topics:

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

    Topics:

    • List the basic elements of the Dialogflow CX User Interface.
    • Build a virtual agent to handle identified user journeys.
    • Train the NLU model through the Dialogflow console.
    • Define and test intents for a basic agent.
    • Train the agent to handle expected and unexpected user scenarios.
    • Recognize the different types of entities and when to use them.
    • Create entities
    • Define and test entities on a basic agent.
    • Implement slot filling using the Dialogflow UI.
    • 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.

    Activities:

    • Quiz - DF fundamentals: Intents and entities
    • Lab - Creating a basic chat virtual agent

    Topics:

    • Create follow-up intents.
    • Recognize the scenarios in which context should be used.
    • Identify the possible statuses of a context (active versus inactive context).
    • Implement dialogs using input and output contexts.

    Activities:

    • Quiz – Context
    • Lab - Adding context to your virtual agent

    Topics:

    • Describe two ways that the media type changes the conversation.
    • Configure the telephony gateway for testing
    • Test a basic voice agent.
    • Modify the voice of the agent.
    • Show how the different media types can have different responses.
    • Consider the modifications needed when moving to production.
    • Be aware of the telephony integration for voice in a production environment.

    Activities:

    • Quiz – Context
    • Lab - Adding context to your virtual agent

    Topics:

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

    Topics:

    • 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 ES

    Topics:

    • 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 to persist and query data from a database

    Topics:

    • 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

    Topics:

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

    Topics:

    • 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

    Topics:

    • 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

    Topics:

    • 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

    Topics:

    • 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

    Topics:

    • 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

    Topics:

    • 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 - Best practices

    Topics:

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

    Course Fee

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    Course ID: 19538

    Course Price at

    $1399 + 0% TAX
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    Frequently Asked Questions

    Dialogflow ES, a powerful platform from Google, offers several advantages for building virtual agents: Natural Language Understanding: Its robust language processing capabilities enable natural and engaging conversations, mimicking human interaction. Scalability: It can handle high volumes of inquiries efficiently, adapting to peak periods and growing customer needs. Integration: It seamlessly integrates with existing contact center software and various data sources for a smooth workflow. Development & Deployment Ease: A user-friendly interface and prebuilt components simplify agent creation and deployment even for non-programmers.

    While basic computer literacy is recommended, prior AI or programming experience isn't mandatory. The course is designed to be approachable for individuals with diverse backgrounds. We offer introductory modules on crucial AI concepts and provide hands-on practice with user-friendly tools like Dialogflow ES. We recommend additional resources or alternative introductory courses for those seeking more profound technical knowledge.

    The course emphasizes a 50-60% hands-on approach, featuring interactive labs, real-world projects, and case studies. You'll directly build and refine your virtual agents, experiencing the challenges and rewards of practical implementation in a simulated contact center environment.

    Upon successful course completion, you'll receive a certificate of completion from CloudThat, recognizing your competency in building and deploying virtual agents with Dialogflow ES. Additionally, you can earn a Google Cloud Platform certification by passing the relevant exam (not included in the course fee).

    Dialogflow ES integrates seamlessly with various data sources, including Cloud databases, spreadsheets, APIs, and even custom web services. This allows your virtual agents to access relevant information like customer history, product details, or real-time updates, personalize responses, and offer informed assistance.

    The course covers rigorous testing methods like intent recognition accuracy, conversation flow validation, and load testing. You'll learn to utilize Dialogflow's built-in testing tools and cloud logging to identify and fix any hiccups, constantly improving your virtual agent's performance and user experience.

    Dialogflow ES adheres to strict Google Cloud Platform security standards, including data encryption, access controls, and compliance with industry regulations. We cover best practices for secure agent development and deployment, ensuring customer data privacy and regulatory compliance within the contact center.

    While basic virtual agents can handle routine inquiries, Dialogflow ES allows the building of sophisticated agents capable of more complex interactions. You'll learn advanced techniques like context management, multi-turn dialogues, and entity recognition to efficiently equip your agents to handle nuanced inquiries and guide customers through multi-step processes.

    The CCAI market is booming, creating exciting career opportunities across various roles. With the skills you gain in this course, you can pursue positions like: Conversational Designer: Design the dialogue flow and user experience of virtual agents. CCAI Solutions Architect: Design and implement CCAI solutions within organizations. Virtual Agent Developer: Build and program advanced virtual agents using platforms like Dialogflow ES. CCAI Training & Support Specialist: Train and support users on integrating and utilizing CCAI solutions. Salary ranges vary depending on experience, location, and specific role, but CCAI professionals often command competitive salaries due to the high demand for these skills.

    Enquire Now