Improve customer and agent satisfaction with Agent Assist
Earned sept. 9, 2025 EDT
Integrate Agent Assist with Telephony and Chatbot Systems
Earned sept. 8, 2025 EDT
Introduction to Agent Assist and its GenAI Capabilities
Earned sept. 5, 2025 EDT
Analyze patterns in conversational data with Conversational Insights
Earned sept. 4, 2025 EDT
Build basic Conversational Agents with Playbooks and Flows
Earned sept. 3, 2025 EDT
Virtual FAQ with data store agents
Earned sept. 3, 2025 EDT
Incorporate Generative Features into Conversational Agent flows
Earned sept. 2, 2025 EDT
Stateful Flows
Earned sept. 1, 2025 EDT
Generative Playbooks
Earned août 29, 2025 EDT
Introduction to CES and Conversational Agents
Earned août 25, 2025 EDT
Configure and Maintain CCAIP as an Admin - Français
Earned août 21, 2025 EDT
Customer Engagement Suite with Google AI Architecture
Earned août 18, 2025 EDT
Conversational Insights
Earned août 13, 2025 EDT
Google Cloud Computing Foundations: Cloud Computing Fundamentals - Français
Earned août 11, 2025 EDT
Présentation de l'IA générative
Earned août 7, 2025 EDT
Le cours "Manage Functions and Reporting with CCAI Platform" apporte aux utilisateurs finaux des connaissances de base sur les fonctionnalités essentielles, la navigation, la surveillance, la création de rapports et les informations de configuration qui leur sont les plus utiles. Il s'adresse principalement aux équipes managériales des centres de contact, chargées de surveiller l'efficacité, les performances et les objectifs de KPI de l'ensemble des interactions avec les consommateurs. Bien que ce programme aborde certains paramètres et certaines options de configuration, il traite majoritairement de la fonctionnalité de création de rapports dans CCAI Platform.
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Ce cours fait découvrir aux agents des centres de contact les principales fonctionnalités de Contact Center AI Platform (CCAIP) qui leur sont destinées. CCAIP est une plate-forme de centre de contact unifiée qui permet aux organisations d'utiliser et de déployer CCAI plus rapidement, sans avoir à passer par plusieurs fournisseurs de technologies. Ce cours est particulièrement indiqué aux agents qui interagissent avec les clients par chat et par téléphone.
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Complete the Leverage best practices for developing, operating, and securing production-grade Conversational Agents skill badge to demonstrate your ability to implement a variety of best practices around development, deployment, and security. These will include: Using versions and environments, backing up with Git integration, leveraging test cases and CI/CD testing, tracking conversations with conversation history and logging, redacting data, and securing acceess to agent and webhook endpoints.
A skill badge is an exclusive digital badge issued by Google Cloud in recognition of your proficiency with Google Cloud products and services and tests your ability to apply your knowledge in an interactive hands-on environment. Complete the assessment challenge lab, to receive a skill badge that you can share with your network.
When you complete this course, you can earn the badge displayed here and claim it on Credly! Boost your cloud career by showing the world the skills you have develope…
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This course will equip you with the tools to develop complex conversational experiences in Conversational Agents using best practices to create production-ready agents.
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In this course, you will learn about advanced methods and tools to monitor the performance of your Conversational agent in Conversational Agents. Please note Dialogflow CX was recently renamed to Conversational Agents and this course is in the process of being updated to reflect the new product name for Dialogflow CX.
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This course explores the fundamentals of the feedback loop process for Conversational Agent development and introduces the native capabilities within Conversational Agents that support it. You will also learn about advanced methods and tools to monitor the performance of your Conversational agent in Conversational Agents.
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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 Insights were renamed to Conversational Insights, and this course is in the process of being updated to reflect the new product names for Dialogflow CX, and Virtual Agent, CCAI Insights.
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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 prove your knowledge in configuring Generators for summarization, classification and recommendation of tickets as well leverage tools such as Generative Knowledge Assist, to provide further context to human agents.
A skill badge is an exclusive digital badge issued by Google Cloud in recognition of your proficiency with Google Cloud products and services and tests your ability to apply your knowledge in an interactive hands-on environment. Complete the assessment challenge lab, to receive a skill badge that you can share with your network.
When you complete this course, you can earn the badge displayed here and claim it on Credly! Boost your cloud career by showing the world the skills you have developed!
En savoir plus
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.
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In this course you will learn how Agent Assist can enhance the productivity of human agents while interacting with customers through the chat channel.
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Complete the Analyze patterns in conversational data with Conversational Insights skill badge to demonstrate your proficiency in analysing customer conversations with Conversational Insights. After completing this challenge, you will be ready to deploy Conversation Insights to improve customer service performance, and create better customer experiences.
A skill badge is an exclusive digital badge issued by Google Cloud in recognition of your proficiency with Google Cloud products and services and tests your ability to apply your knowledge in an interactive hands-on environment. Complete the assessment challenge lab, to receive a skill badge that you can share with your network.
When you complete this course, you can earn the badge displayed here and claim it on Credly! Boost your cloud career by showing the world the skills you have developed!
En savoir plus
Complete the Build basic Conversational Agents with Playbooks and Flows skill badge to demonstrate your proficiency in building virtual agents using traditional NLU and generative-based features.
A skill badge is an exclusive digital badge issued by Google Cloud in recognition of your proficiency with Google Cloud products and services and tests your ability to apply your knowledge in an interactive hands-on environment. Complete the assessment challenge lab, to receive a skill badge that you can share with your network.
When you complete this course, you can earn the badge displayed here and claim it on Credly! Boost your cloud career by showing the world the skills you have developed!
En savoir plus
In this course, you'll learn to develop generative agents that answer questions using websites, documents, or structured data. You will explore Vertex AI Applications and understand the advantages of data store agents, including their scalability and security.
You'll learn about different data store types and also discover how to connect data stores to agents and add personalization for enhanced responses.
Finally, you'll gain insights into common search configurations and troubleshooting techniques.
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Explore the Generative AI features for Conversational Agents and how to incorporate them into stateful Flows.
Discover the possibilities with Generators, Generative Fallback, and Data Stores, as well as best practices and security settings for using these features.
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Discover flows in Conversational Agents and learn how to build deterministic chat and voice experiences with language models. Explore key concepts like drivers, intents, and entities, and how to use them to create conversational agents.
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Explore Playbooks and their implementation of the ReAct pattern for building Conversational Agents. You will learn how to construct a Playbook, set up goals and instructions to build a chatbot in natural language, and learn to test and deploy your solution.
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This course explores the different products and capabilities of Customer Engagement Suite (CES) and Conversational agents. Additionally, it covers the foundational principles of conversation design to craft engaging and effective experiences that emulate human-like experiences specific to the Chat channel.
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Le cours "Configure and Maintain CCAIP as an Admin" fournit aux utilisateurs finaux des connaissances de base sur les caractéristiques essentielles, les fonctionnalités, les informations de configuration et les rapports les plus pertinents pour le rôle d'administrateur. Il est particulièrement adapté aux administrateurs chargés du fonctionnement du centre de contact ainsi qu'à ceux qui analysent, dépannent et configurent la plate-forme afin de répondre au mieux aux demandes des clients. Ce programme examine certains aspects de la surveillance et de la création de rapports. Toutefois, ces sujets sont abordés plus en détail dans le cours intitulé "Managing Functions and Reporting with CCAIP".
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In this course you will learn the key architectural considerations that need to be taken into account when designing for the implementation of Conversational AI solutions. Please note Dialogflow CX was recently renamed to Conversational Agents and CCAI Insights was renamed to Conversational Insights.
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In this course you will learn how to leverage Conversational Insights to uncover hidden information from your contact center data to increase operational efficiency and drive data-driven business decisions. Please note Contact Center AI Insights were recently renamed to Conversational Insights, and this course is in the process of being updated to reflect the new product name for Contact Center AI Insights.
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Le cours Google Cloud Computing Foundations est destiné aux personnes qui ont peu
de connaissances ou d’expérience en cloud computing, voire pas du tout. Il présente
de façon détaillée différents concepts (principes de base du cloud, big data et machine learning)
et explique dans quels cas utiliser Google Cloud et pourquoi.
Au terme de ce cours, les participants sauront expliquer les concepts associés au cloud computing, au big data
et au machine learning, et ils auront acquis certaines compétences pratiques.
Ce cours fait partie d'une série de cours intitulée Google Cloud Computing Foundations.
Les cours doivent être suivis dans l'ordre suivant :
Google Cloud Computing Foundations: Cloud Computing Fundamentals - Locales
Google Cloud Computing Foundations: Infrastructure in Google Cloud - Locales
Google Cloud Computing Foundations: Networking and Security in Google Cloud - Locales
Google Cloud Computing Foundations: Data, ML, and AI in Google Cloud…
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Ce cours de micro-apprentissage, qui s'adresse aux débutants, explique ce qu'est l'IA générative, décrit à quoi elle sert et souligne ce qui la distingue des méthodes de machine learning traditionnel. Il présente aussi les outils Google qui vous aideront à développer votre propre application d'IA générative.
Manage Functions and Reporting with CCAIP - Français
Earned sept. 24, 2025 EDT
Handle Consumer Interactions with CCAIP - Français
Earned sept. 23, 2025 EDT
Leverage best practices for developing, operating, and securing production-grade Conversational Agents
Earned sept. 22, 2025 EDT
Build Production-Ready Conversational Agents
Earned sept. 15, 2025 EDT
Advanced Performance Measurement
Earned sept. 11, 2025 EDT
Performance Measurement
Earned sept. 11, 2025 EDT
Agent Summarization (Custom)
Earned sept. 10, 2025 EDT
Improve customer and agent satisfaction with Agent Assist
Earned sept. 9, 2025 EDT
Integrate Agent Assist with Telephony and Chatbot Systems
Earned sept. 8, 2025 EDT
Introduction to Agent Assist and its GenAI Capabilities
Earned sept. 5, 2025 EDT
Analyze patterns in conversational data with Conversational Insights
Earned sept. 4, 2025 EDT
Build basic Conversational Agents with Playbooks and Flows
Earned sept. 3, 2025 EDT
Virtual FAQ with data store agents
Earned sept. 3, 2025 EDT
Incorporate Generative Features into Conversational Agent flows
Earned sept. 2, 2025 EDT
Stateful Flows
Earned sept. 1, 2025 EDT
Generative Playbooks
Earned août 29, 2025 EDT
Introduction to CES and Conversational Agents
Earned août 25, 2025 EDT
Configure and Maintain CCAIP as an Admin - Français
Earned août 21, 2025 EDT
Customer Engagement Suite with Google AI Architecture
Earned août 18, 2025 EDT
Conversational Insights
Earned août 13, 2025 EDT
Google Cloud Computing Foundations: Cloud Computing Fundamentals - Français
Earned août 11, 2025 EDT
Présentation de l'IA générative
Earned août 7, 2025 EDT