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    school 19 activities
    update Last updated 5 months
    person Managed by Google Cloud
    For learners seeking the latest product training, this path contains courses directly sourced and adapted from our internal and partner training catalogs. Courses contained in this path are still in development, subject to frequent (or infrequent) updates, and may be unceremoniously ejected from the catalog on short notice. While we work hard to ensure content is accurate and up to date, we won't make that guarantee. For those willing to dive into this learning path, you'll be rewarded with our latest product training insights.
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    Activity Thumbnail for CCAI Insights
    01 CCAI Insights
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    access_time 1 hour 45 minutes
    show_chart Intermediate

    In this course you will learn how to leverage Contact Center AI Insights to uncover hidden information from your contact center data to increase operational efficiency and drive data-driven business decisions.

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    Activity Thumbnail for Intro to CCAI and CCAI Engagement Framework
    02 Intro to CCAI and CCAI Engagement Framework
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    access_time 1 hour 15 minutes
    show_chart Introductory

    This is a introductory course to all solutions in the Contact Center AI (CCAI) portfolio and the generative AI features that are poised to transform them. The course also explores the CCAI go-to-market and engagement model, the business case around...

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    Activity Thumbnail for Customer Experience with Google AI Architecture
    03 Customer Experience with Google AI Architecture
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    access_time 1 hour 30 minutes
    show_chart Introductory

    In this course you will learn the key architectural considerations that need to be taken into account when designing for the implementation of Conversational AI solutions. Please note Dialogflow CX was recently renamed to Conversational Agents and CCAI Insights were...

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    Activity Thumbnail for Agent Summarization (Custom)
    04 Agent Summarization (Custom)
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    access_time 45 minutes
    show_chart Advanced

    In this course you will learn how Contact Center AI Agent Assist can help distill complex customer interactions into concise and clear summaries.

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    Activity Thumbnail for Virtual FAQ with data store agents
    05 Virtual FAQ with data store agents
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    access_time 1 hour
    show_chart Intermediate

    In this course, you will learn how to develop a generative agent capable of answering questions from websites, documents, and/or unstructured data.

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    Activity Thumbnail for Basic Performance Measurement
    06 Basic Performance Measurement
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    access_time 1 hour 15 minutes
    show_chart Intermediate

    This course explores the fundamentals of the feedback loop process for Virtual Agent development and introduces the native capabilities within Dialogflow CX that support it

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    Activity Thumbnail for DFCX Bot Building Quality Assurance and Deployment Lifecycle
    07 DFCX Bot Building Quality Assurance and Deployment Lifecycle
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    access_time 1 hour 15 minutes
    show_chart Intermediate

    This course explores the quality assurance best practices and the tools available in Dialogflow CX to ensure production grade quality during Virtual Agent development, as well as the key tenets for the creation of a robust end to end deployment...

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    Activity Thumbnail for Building a Virtual Agent with Dialogflow CX
    08 Building a Virtual Agent with Dialogflow CX
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    access_time 3 hours
    show_chart Intermediate

    Learn how to build a basic virtual agent for your contact center using Dialogflow CX.

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    Activity Thumbnail for Conversation Design Fundamentals
    09 Conversation Design Fundamentals
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    access_time 1 hour 30 minutes
    show_chart Introductory

    This course explores the foundational principles of conversation design to craft engaging and effective chatbot experiences that emulate human-like experiences.

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    Activity Thumbnail for Webhook fundamentals
    10 Webhook fundamentals
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    access_time 30 minutes
    show_chart Advanced

    In this course, you will learn the important role that different types of webhooks play in Dialogflow CX development, and how to effectively integrate them into your routine configuration of a Virtual Agent.

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    Activity Thumbnail for Incorporating Generative Features into Complex DFCX Agents
    11 Incorporating Generative Features into Complex DFCX Agents
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    access_time 1 hour 30 minutes
    show_chart Advanced

    In this course you will learn how to integrate multiple advanced generative capabilities within a Dialogflow CX agent.

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    Activity Thumbnail for Building Complex End to End Self-Service Experiences in Dialogflow CX
    12 Building Complex End to End Self-Service Experiences in Dialogflow CX
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    access_time 1 hour 45 minutes
    show_chart Advanced

    This course will equip you with the tools to develop complex conversational experiences in Dialogflow CX capable of identifying the user intent and routing it to the right self service flow.

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    Activity Thumbnail for Conversational AI telephony and chat integrations
    13 Conversational AI telephony and chat integrations
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    access_time 45 minutes
    show_chart Advanced

    This course explores how telephony systems can connect with Google to enable phone-based interactions within the Conversational AI ecosystem

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    Activity Thumbnail for Advanced Webhook Concepts
    14 Advanced Webhook Concepts
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    access_time 45 minutes
    show_chart Advanced

    This course explores advanced technical considerations to optimize Webhook connectivity for comprehensive, end-to-end, Virtual Agent self-service experiences.

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    Activity Thumbnail for Advanced Performance Measurement
    15 Advanced Performance Measurement
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    access_time 1 hour
    show_chart Advanced

    In this course, you will learn about advanced methods and tools to monitor the performance of your virtual agents in Dialogflow CX

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    Activity Thumbnail for Generative Playbooks
    16 Generative Playbooks
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    access_time 1 hour 15 minutes
    show_chart Advanced

    In this course, you will learn how to build conversational experiences in Dialogflow CX leveraging Generative Playbooks, a Gen AI feature to develop end to end agents by specifying tasks through natural language

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    Activity Thumbnail for Advanced Conversation Design
    17 Advanced Conversation Design
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    access_time 45 minutes
    show_chart Advanced

    In this course, you will learn the advanced conversational design principles for both the Voice and Caht channels to craft engaging and effective end-to-end experiences that emulate human-like interactions.

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    Activity Thumbnail for Introduction to Agent Assist and its GenAI Capabilities
    18 Introduction to Agent Assist and its GenAI Capabilities
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    access_time 2 hours
    show_chart Advanced

    In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Chat channel

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    Activity Thumbnail for Agent Assist Voice and Integrations
    19 Agent Assist Voice and Integrations
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    access_time 1 hour 45 minutes
    show_chart Advanced

    In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Voice channel, as well as the options available for integration with other platforms in the...

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