01
Introduction to Agent Assist and its GenAI Capabilities
In this course you will learn how Agent Assist can enhance the productivity of human agents while interacting with customers through the chat channel.
Customer Engagement Suite: Agent Assist
Learn how to improve call center productivity by empowering human agents with quick insights that can ease customer’s query resolution and the agent’s toil post interaction.
This path is part of the curriculum to earn the Customer Engagement Suite with Google AI Technical Expert Badge. To earn your Technical Expert Badge you need to have a valid Professional Google Cloud Certification, earn the Skill Badge at the end of this path, and the other four Skill Badges to showcase your Customer Engagement Suite with Google AI expertise.
You can earn the other Skill Badges needed at Customer Engagement Suite: Conversational Agents Foundations , Customer Engagement Suite: Conversational Agents Tools and Webhooks, Customer Engagement Suite: Conversational Insights, and Customer Engagement Suite: Production-Ready Conversational Agents.
These learning paths are the evolution of the previous CCAI academy Learning Paths
02
Integrate Agent Assist with Telephony and Chatbot Systems
In this course you will learn how Agent Assist can enhance the productivity of human agents while interacting with customers through the voice channel, as well as the options available for integration with other platforms in the Conversational AI ecosystem.
03
Agent Summarization (Custom)
In this course you will learn how Conversational AI Agent Assist can help distill complex customer interactions into concise and clear summaries. Please note Dialogflow CX was recently renamed to Conversational Agents, Virtual agent renamed to Conversational agent, and CCAI...
04
Improve customer and agent satisfaction with Agent Assist
Complete the Improve customer and agent satisfaction with Agent Assist skill badge to demonstrate your proficiency in configuring basic conversational agents that can escalate actions to human agents, and configuring Agent Assist to help human agents with customer queries. You...