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.
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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 Contact Center AI: Conversational Design Fundamentals course.
What You Will Learn
- Implement a chat virtual agent using Dialogflow CX.
- Describe how natural language understanding (NLU) is used to enable Dialogflow conversations.
- Identify best practices for development of virtual agents in Dialogflow CX.
Course 3 of 4 in the Customer Experiences with Contact Center AI - Dialogflow CX Specialization
Syllabus
WEEK 1
Course Overview
Introduction to course
WEEK 2
Fundamentals of building conversations with Dialogflow CX
In this module, you'll be introduced to the objects, tools, and methods to get your basic virtual agent up and running.
WEEK 3
Scaling with standalone flows
Create separate flows.
WEEK 4
Using route groups for reusable routes
Using route groups to make reusable routes and simplify maintenance.
WEEK 5
Course Review
