01
CCAI Insights
01
CCAI Insights
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.
Course Info
Objectives
- Become familiar with CCAI Insights along with its use cases and business values.
- Demonstrate an understanding of ingesting the audio or chat transcript files into Insights
- Become familiar with topic modeling and analyze different ways to create a topic model.
- Learn about LLM Summarization & ways to enable it via UI or AP
- Become familiar with other insights offerings with LLM generative FAQ's as well as smart and custom highlighters.
- Learn how to analyze conversations via insights console or API
- Become familiar with exporting insights data to BigQuery
- Become familiar with pre-built looker dashboards for reviewing the conversation analytics
- Understand how to draft a Insights Proof of Concept
- Become familiar with the phases of discovery, design, implementation & testing, and production deployment as part of the Insights Delivery process
- Understand the four phases of the Optimization process with CCAI Insights.
Prerequisites
Intro to CCAI and CCAI Engagement Framework
Audience
CAs/CDs,
Data Engineers, Data Analysts, Data Scientists, Program Managers
Available languages
English
What do I do when I finish this course?
After finishing this course, you can explore additional content in your learning path or browse the catalog.
What badges can I earn?
Upon finishing the required items in a course, you will earn a badge of completion. Badges can be viewed on your profile and shared with your social network.
Interested in taking this course with one of our authorized on-demand partners?
Explore Google Cloud content on Coursera and Pluralsight.
Prefer learning with an instructor?
View the public classroom schedule here.
Can I take this course for free?
When you enroll into most courses, you will be able to consume course materials like videos and documents for free. If a course consists of labs, you will need to purchase an individual subscription or credits to be able consume the labs. Labs can also be unlocked by any campaigns you participate in. All required activities in a course must be completed to be awarded the completion badge.