18
Introduction to Agent Assist and its GenAI Capabilities
18
Introduction to Agent Assist and its GenAI Capabilities
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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
Course Info
Objectives
- Understand Agent Assist vision, its features, and limitations
- Reflect on Agent Assist Architecture.
- Understand smart reply feature along with cloud environment setup
- Learn about Smart Compose feature
- Learn LLM baseline summarization and the steps for implementation.
- Learn about generative knowledge assist and integrating it with with GenAI agent
- Understanding sentiment analysis and how to enable it
- Learn about upcoming GenAI capabilities in Agent Assist.
- Understand requirements for delivering an Agent Assist Proof of Concept
- Understand the various phases of the delivery lifecycle.
Prerequisites
Virtual FAQ with data store agents
Audience
CAs/CDs, Cloud Architect, Telephony Eng, ML Eng, UI Eng, 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.