Contact Center AI: Operations and Implementation
- Offered byCoursera
Contact Center AI: Operations and Implementation at Coursera Overview
Duration | 7 hours |
Start from | Start Now |
Total fee | Free |
Mode of learning | Online |
Difficulty level | Intermediate |
Official Website | Explore Free Course  |
Credential | Certificate |
Contact Center AI: Operations and Implementation at Coursera Highlights
- Shareable Certificate Earn a Certificate upon completion
- 100% online Start instantly and learn at your own schedule.
- Course 3 of 3 in the Customer Experiences with Contact Center AI Specialization
- Flexible deadlines Reset deadlines in accordance to your schedule.
- Intermediate Level Completed Google Cloud Product Fundamentals or equivalent experience
. Knowledge of a programming language such as Python or JavaScript
. - Approx. 7 hours to complete
- English Subtitles: English
Contact Center AI: Operations and Implementation at Coursera Course details
- Welcome to "Contact Center AI: Operations and Implementation", the third course in the "Customer Experiences with Contact Center AI" specialization.
- In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. In this course, you'll be introduced to Agent Assist and the technology it uses so you can delight your customers with the efficiencies and accuracy of services provided when customers require human agents, connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business, Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes, compliance measures and regulations you should be aware of when bringing your virtual agent to production, and you'll be given tips from virtual agent subject matter experts on how to avoid mishaps in your design and implementation that will result in a poor experience for your customers.
- This is an intermediate course, intended for learners with the following types of roles:
- ? Architects and systems integrators implementing Contact Center AI
- ? Conversational Architects
- ? Contact center virtual agent and application developers
- ? Business managers
- Prerequisite: Before taking this course, learners should have already taken the "Contact Center AI Conversational Design with Dialogflow" course. Learners who are not comfortable with development concepts may skip the "Contact Center AI: Conversational Design Fundamentals" course, the second in the specialization, if desired.
Contact Center AI: Operations and Implementation at Coursera Curriculum
Welcome to Contact Center AI: Operations and Implementation
Course Introduction
Course Introduction
How to Send Feedback
Introduction
What is Agent Assist
Where Agent Assist fits in
Sample integrations
Demo of Agent Assist
Helping agents enhance the customer experience with knowledge bases, smart replies, and document assistance
Drawing Insights from Recordings
Introduction
Speech Analysis Framework
How SAF works
AutoML
CDLP
Lab Intro Using SAF
Lab Review Using SAF
Speech Analysis Framework
Integrating Virtual Agents with Third Parties
Introduction
Integration options
Dialogflow API
Connectivity protocols
Telephony integration
Knowledge connectors
IVR Features
Contact Center AI integration points
Common platforms of integration
Introduction
Environment management
Environment configuration
Lab Intro: Managing Environments
Lab Review: Managing Environments
Environment management
Introduction
Security architecture
Data security
Webhook security
Security and Compliance
Introduction
Design
Testing and validation
Production
Operational
Best Practices
Review
Contact Center AI: Operations and Implementation at Coursera Admission Process
Important Dates
Other courses offered by Coursera
Student Forum
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