Customer Experiences with Contact Center AI - Dialogflow CX

Course Overview

This course provides an overview of how Dialogflow CX can be used in contact center applications. Participants will learn how to create a virtual agent with Dialogflow CX, including reading and writing from Firestore with Cloud Functions and using troubleshooting tools. In addition, participants will gain an understanding of how to manage virtual agent environments and identify key aspects such as security and compliance. Finally, participants will explore the Speech Analytics Framework (SAF) and analyse audio recordings to identify use cases where Agent Assist adds value.

[Applications]
After this course, participants should be able to apply the knowledge they have gained to create a virtual agent with Dialogflow CX, including reading and writing from Firestore with Cloud Functions and using troubleshooting tools. They should also be able to manage virtual agent environments and identify key aspects such as security and compliance. Additionally, participants should be able to use the Speech Analytics Framework (SAF) to analyse audio recordings and identify use cases where Agent Assist adds value.

[Career Paths]
1. Contact Center AI Developer: Contact Center AI Developers are responsible for developing and maintaining AI-driven applications for contact centers. They must be knowledgeable in Dialogflow CX, Firestore, Cloud Functions, and troubleshooting tools. They must also be able to identify and address security and compliance issues.
2. Speech Analytics Analyst: Speech Analytics Analysts are responsible for analyzing audio recordings and identifying use cases where Agent Assist can add value. They must be knowledgeable in the Speech Analytics Framework (SAF) and be able to identify trends and patterns in customer conversations.
3. Contact Center AI Consultant: Contact Center AI Consultants are responsible for providing advice and guidance to contact centers on how to best use AI-driven applications. They must be knowledgeable in Dialogflow CX, Firestore, Cloud Functions, and troubleshooting tools. They must also be able to identify and address security and compliance issues.

The demand for Contact Center AI Developers, Speech Analytics Analysts, and Contact Center AI Consultants is expected to grow as contact centers increasingly adopt AI-driven applications. As AI-driven applications become more sophisticated, the need for professionals with expertise in Dialogflow CX, Firestore, Cloud Functions, and troubleshooting tools will also increase. Additionally, as contact centers become more aware of the importance of security and compliance, the need for professionals with expertise in these areas will also increase.

[Education Paths]
1. Bachelor of Science in Computer Science: This degree path focuses on the fundamentals of computer science, including programming, software engineering, and computer architecture. It also covers topics such as artificial intelligence, machine learning, and data science. With the increasing demand for AI-driven contact centers, this degree path is becoming increasingly popular.

2. Bachelor of Science in Business Administration: This degree path focuses on the business aspects of contact centers, such as customer service, operations, and management. It also covers topics such as marketing, finance, and accounting. With the increasing demand for customer experience management, this degree path is becoming increasingly popular.

3. Master of Science in Artificial Intelligence: This degree path focuses on the development of AI-driven contact centers, including the use of Dialogflow CX and other AI technologies. It also covers topics such as natural language processing, machine learning, and data science. With the increasing demand for AI-driven contact centers, this degree path is becoming increasingly popular.

4. Master of Science in Business Analytics: This degree path focuses on the analysis of customer data and the use of analytics to improve customer experience. It also covers topics such as data mining, predictive analytics, and customer segmentation. With the increasing demand for customer experience management, this degree path is becoming increasingly popular.