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After completing this module, you will be able to understand the key capabilities of live transcription for Agent Assist and its configuration process.

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After completing this module, you will be able to understand the key capabilities of Generative Knowledge Assist (GKA) and its configuration process.

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After completing this module, you will be able to understand the key capabilities of LLM baseline summarization for Agent Assist and its configuration process.

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This module explores in detail the implementation steps required to enable LLM Summarization for Agent Assist, inclusive of the prerequisites for Data ingestion, the creation of a conversation profile and the process to analyze and evaluate LLM Summarization configurations.

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This module will enable you to understand the basics of telephony integrations for Agent Assist leveraging SIPREC and gRPC to unlock real time suggestions based on real time audio feed of live conversations

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This module will explore how to integrate Agent Assist features into the User Interface of customers agent dashboards using pre-built modules and components.

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This module will enable you to understand the basics for the configuration of the Agent Assist integration in CCAIP.

","steps":[{"id":"516343","prompt":null,"isOptional":true,"activities":[{"id":"509168","href":"/paths/371/course_templates/1161/video/509168?locale=ja","isLocked":false,"duration":134000,"title":"Integrate Agent Assist with Contact Center as a Service (CCaaS)","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516344","prompt":null,"isOptional":false,"activities":[{"id":"509169","href":"/paths/371/course_templates/1161/quizzes/509169?locale=ja","isLocked":false,"duration":300000,"title":"Integrate Agent Assist with Contact Center AI Platform Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74368","title":"Integrate Agent Assist with Dialogflow Virtual Agent","description":"

This module will enable you to understand the basics for the configuration of the Agent Assist integration with Dialogflow CX.

","steps":[{"id":"516345","prompt":null,"isOptional":true,"activities":[{"id":"509170","href":"/paths/371/course_templates/1161/video/509170?locale=ja","isLocked":false,"duration":79000,"title":"Integrate Agent Assist with Conversational Agent","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516346","prompt":null,"isOptional":false,"activities":[{"id":"509171","href":"/paths/371/course_templates/1161/quizzes/509171?locale=ja","isLocked":false,"duration":300000,"title":"Integrate Agent Assist with Dialogflow Virtual Agent Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74369","title":"Dialogflow Runtime Integrations","description":"

This module will explore how to best configure Dialogflow integrations and utilize Contact Center Insights to view conversations originated in Agent Assist or Dialogflow CX

","steps":[{"id":"516347","prompt":null,"isOptional":true,"activities":[{"id":"509172","href":"/paths/371/course_templates/1161/video/509172?locale=ja","isLocked":false,"duration":232000,"title":"Conversational Agents runtime integrations","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516348","prompt":null,"isOptional":false,"activities":[{"id":"509173","href":"/paths/371/course_templates/1161/quizzes/509173?locale=ja","isLocked":false,"duration":300000,"title":"Dialogflow runtime integrations Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74370","title":"Delivery Lifecycle","description":"

This module explores the typical phases of the delivery lifecycle for Agent Assist, both relevant to a Proof Of Concept or full implementation

","steps":[{"id":"516349","prompt":null,"isOptional":true,"activities":[{"id":"509174","href":"/paths/371/course_templates/1161/video/509174?locale=ja","isLocked":false,"duration":216000,"title":"Discovery phase","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516350","prompt":null,"isOptional":true,"activities":[{"id":"509175","href":"/paths/371/course_templates/1161/video/509175?locale=ja","isLocked":false,"duration":56000,"title":"Design phase","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516351","prompt":null,"isOptional":true,"activities":[{"id":"509176","href":"/paths/371/course_templates/1161/video/509176?locale=ja","isLocked":false,"duration":104000,"title":"Implementation and testing","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516352","prompt":null,"isOptional":true,"activities":[{"id":"509177","href":"/paths/371/course_templates/1161/video/509177?locale=ja","isLocked":false,"duration":63000,"title":"Deploy and post-launch","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516353","prompt":null,"isOptional":false,"activities":[{"id":"509178","href":"/paths/371/course_templates/1161/quizzes/509178?locale=ja","isLocked":false,"duration":900000,"title":"Delivery lifecycle Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74371","title":"Additional Resources","description":"

This module includes the list of additional resources that complement the course learning.

","steps":[{"id":"516354","prompt":null,"isOptional":true,"activities":[{"id":"509179","href":"/paths/371/course_templates/1161/documents/509179?locale=ja","isLocked":false,"duration":1800000,"title":"Additional Resources","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"next-steps","title":"次のステップ","description":null,"steps":[{"id":"badge-step","prompt":null,"isOptional":true,"activities":[{"id":"badge","href":null,"isLocked":true,"duration":null,"title":"コースバッジ","description":null,"type":"badge","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":true}]

19

Agent Assist Voice and Integrations