Improve customer and agent satisfaction with Agent Assist
Earned Sep 9, 2025 EDT
Integrate Agent Assist with Telephony and Chatbot Systems
Earned Sep 8, 2025 EDT
Introduction to Agent Assist and its GenAI Capabilities
Earned Sep 5, 2025 EDT
Analyze patterns in conversational data with Conversational Insights
Earned Sep 4, 2025 EDT
Build basic Conversational Agents with Playbooks and Flows
Earned Sep 3, 2025 EDT
Virtual FAQ with data store agents
Earned Sep 3, 2025 EDT
Incorporate Generative Features into Conversational Agent flows
Earned Sep 2, 2025 EDT
Stateful Flows
Earned Sep 1, 2025 EDT
Generative Playbooks
Earned Aug 29, 2025 EDT
Introduction to CES and Conversational Agents
Earned Aug 25, 2025 EDT
Configure and Maintain CCAIP as an Admin
Earned Aug 21, 2025 EDT
Customer Engagement Suite with Google AI Architecture
Earned Aug 18, 2025 EDT
Conversational Insights
Earned Aug 13, 2025 EDT
Google Cloud Computing Foundations: Cloud Computing Fundamentals - Português Brasileiro
Earned Aug 11, 2025 EDT
Introdução à IA generativa
Earned Aug 7, 2025 EDT
Manage Functions and Reporting with CCAI Platform provides end-users with essential training about the core features, functionality, monitoring, reporting, and configuration information that is most relevant to the role. This course is most appropriate for those at the managerial level of the contact center who are tasked with monitoring the effectiveness, efficiency, and KPI attainment for all consumer interactions. While this program will review some aspects of settings and configuration options, the major focus is on reporting functionality in CCAI Platform.
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This course teaches contact center agents about the core agent features and functionality in Contact Center AI Platform (CCAIP). CCAIP is a unified contact center platform that accelerates an organization's ability to leverage and deploy CCAI without relying on multiple technology providers. This course is most appropriate for those who handle consumer interactions via chat and call.
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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!
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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 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!
Saiba mais
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!
Saiba mais
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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Configure and Maintain CCAIP as an Admin is a course that provides end users with essential learning about the core features, functionality, reporting, and configuration information most relevant to the role. This course is most appropriate for those who perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform to best meet the demands of customers. While this program will review some monitoring and reporting aspects, those topics are explored in depth in the course titled, “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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Os cursos da Google Cloud Computing Foundations são direcionados para pessoas com pouca ou nenhuma formação ou experiência na área de computação em nuvem. Eles apresentam uma visão geral dos principais conceitos de nuvem, Big Data e machine learning, além de explicar onde e como usar o Google Cloud.
Ao final da série de cursos, os alunos serão capazes de articular estes conceitos e demonstrar algumas habilidades práticas.
Conclua os cursos na seguinte ordem:
1. Google Cloud Computing Foundations: Cloud Computing Fundamentals
2. Google Cloud Computing Foundations: Infrastructure in Google Cloud
3. Google Cloud Computing Foundations: Networking and Security in Google Cloud
4. Google Cloud Computing Foundations: Data, ML, and AI in Google Cloud
Este primeiro curso apresenta uma visão geral da computação em nuvem, formas de usar o Google Cloud e as diferentes opções de computação.
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Este é um curso de microaprendizagem introdutório que busca explicar a IA generativa: o que é, como é usada e por que ela é diferente de métodos tradicionais de machine learning. O curso também aborda as ferramentas do Google que ajudam você a desenvolver apps de IA generativa.
Manage Functions and Reporting with CCAIP
Earned Sep 24, 2025 EDT
Handle Consumer Interactions with CCAIP
Earned Sep 23, 2025 EDT
Leverage best practices for developing, operating, and securing production-grade Conversational Agents
Earned Sep 22, 2025 EDT
Build Production-Ready Conversational Agents
Earned Sep 15, 2025 EDT
Advanced Performance Measurement
Earned Sep 11, 2025 EDT
Performance Measurement
Earned Sep 11, 2025 EDT
Agent Summarization (Custom)
Earned Sep 10, 2025 EDT
Improve customer and agent satisfaction with Agent Assist
Earned Sep 9, 2025 EDT
Integrate Agent Assist with Telephony and Chatbot Systems
Earned Sep 8, 2025 EDT
Introduction to Agent Assist and its GenAI Capabilities
Earned Sep 5, 2025 EDT
Analyze patterns in conversational data with Conversational Insights
Earned Sep 4, 2025 EDT
Build basic Conversational Agents with Playbooks and Flows
Earned Sep 3, 2025 EDT
Virtual FAQ with data store agents
Earned Sep 3, 2025 EDT
Incorporate Generative Features into Conversational Agent flows
Earned Sep 2, 2025 EDT
Stateful Flows
Earned Sep 1, 2025 EDT
Generative Playbooks
Earned Aug 29, 2025 EDT
Introduction to CES and Conversational Agents
Earned Aug 25, 2025 EDT
Configure and Maintain CCAIP as an Admin
Earned Aug 21, 2025 EDT
Customer Engagement Suite with Google AI Architecture
Earned Aug 18, 2025 EDT
Conversational Insights
Earned Aug 13, 2025 EDT
Google Cloud Computing Foundations: Cloud Computing Fundamentals - Português Brasileiro
Earned Aug 11, 2025 EDT
Introdução à IA generativa
Earned Aug 7, 2025 EDT