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Contact Center AI: Conversational Design Fundamentals

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Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation. This is a beginner 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. • Operations specialists: Monitors system operations and troubleshoots problems. Installs, supports, and maintains network and system tools. Prerequisite: To be successful in this course, learners should have completed Google Cloud Product Fundamentals or have equivalent experience.

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"Contact Center AI: Conversational Design Fundamentals" is an engaging and foundational course designed to introduce learners to the essentials of creating intelligent conversational solutions using Contact Center Artificial Intelligence (CCAI). This course, the first in the "Customer Experiences with Contact Center AI" series, focuses on the three core components of CCAI: Dialogflow, Agent Assist, and Insights, and explores how these elements influence the design of effective virtual agents. Led by Coursera, this beginner-level course spans approximately 240 minutes and is ideal for a variety of roles, including conversational designers, citizen developers, software developers, and operations specialists. It is particularly suited for those who translate business requirements into natural dialog flows, create new business applications, code software, or manage system operations and troubleshooting. To maximize the learning experience, participants should have completed the Google Cloud Product Fundamentals course or possess equivalent knowledge. The course is available under the Starter subscription plan, providing an accessible pathway for anyone looking to enhance their skills in conversational design and artificial intelligence in contact centers.