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This module explores the legacy challenges with contact center transformation and the opportunities offered by the latest technology to address the market demand for more seamless, high-quality, self-service experiences.

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This module explores how AI is currently transforming the contact center space and how CCAI fits in the Vertex AI portfolio of solutions offered by Google Cloud.

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This module deals with the foundational blocks of the CCAI solution and how each block empowers best-in-class customer service.

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This module introduces the main Gen AI capabilities within the Virtual Agent solution and how to best leverage them to improve the self-service customer experience.

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This module explores the key metrics to measure the effectiveness of a CCAI solution and address the contact center priorities.

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This module explores how to leverage design thinking to create use cases and user personas to best target development efforts, and how to prioritize work using the delta use case canvas approach.

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02

Intro to CCAI and CCAI Engagement Framework