DFCX Bot Building Quality Assurance and Deployment Lifecycle
Earned avr. 21, 2025 EDT
Customer Experiences with Contact Center AI
Earned mars 31, 2025 EDT
[DEPRECATED]-Google Cloud Computing Foundations: Cloud Computing Fundamentals - Français
Earned mars 13, 2025 EDT
Introduction to CES and Conversational Agents
Earned mars 10, 2025 EDT
Text Prompt Engineering Techniques
Earned mars 5, 2025 EST
Integrate Vertex AI Search and Conversation into Voice and Chat Apps
Earned mars 5, 2025 EST
IA responsable : appliquer les principes concernant l'IA avec Google Cloud
Earned mars 4, 2025 EST
Conversational AI on Vertex AI and Dialogflow CX
Earned mars 4, 2025 EST
CCAI Operations and Implementation
Earned fév. 28, 2025 EST
Virtual Agent Development in Dialogflow CX for Citizen Devs
Earned fév. 28, 2025 EST
Virtual Agent Development in Dialogflow CX for Software Devs
Earned fév. 28, 2025 EST
Contact Center AI: Conversational Design Fundamentals
Earned fév. 26, 2025 EST
Stateful Flows
Earned fév. 26, 2025 EST
Advanced Performance Measurement
Earned fév. 25, 2025 EST
Incorporate Generative Features into Conversational Agent flows
Earned fév. 25, 2025 EST
Advanced Webhook Concepts
Earned fév. 25, 2025 EST
Building Complex Self-Service Experiences in Conversational Agents
Earned fév. 24, 2025 EST
Generative Playbooks
Earned fév. 24, 2025 EST
Building Complex Self-Service Experiences in Conversational Agents
Earned fév. 21, 2025 EST
Conversational AI Voice and Chat Integrations
Earned fév. 20, 2025 EST
Build deterministic Virtual Agent enhanced with data stores
Earned fév. 20, 2025 EST
Conversational Agents Quality Assurance and Deployment Lifecycle
Earned fév. 19, 2025 EST
Performance Measurement
Earned fév. 18, 2025 EST
Webhook fundamentals
Earned fév. 13, 2025 EST
Conversation Design Fundamentals
Earned fév. 12, 2025 EST
DFCX Virtual Agent Delivery Framework
Earned fév. 11, 2025 EST
Agent Summarization (Custom)
Earned fév. 10, 2025 EST
Virtual FAQ with data store agents
Earned fév. 7, 2025 EST
Intro to CCAI and CCAI Engagement Framework
Earned fév. 6, 2025 EST
Customer Engagement Suite with Google AI Architecture
Earned fév. 3, 2025 EST
Intro to Conversational AI and Conversational AI Engagement Framework
Earned jan. 31, 2025 EST
Introduction to Agent Assist and its GenAI Capabilities
Earned jan. 30, 2025 EST
Agent Assist and its Gen AI Capabilities
Earned jan. 30, 2025 EST
Agent Assist Voice and Integrations
Earned jan. 29, 2025 EST
Integrate Agent Assist with Telephony and Chatbot Systems
Earned jan. 29, 2025 EST
Using Generative AI to Enhance Contact Center AI Solutions
Earned jan. 29, 2025 EST
Conversational Insights
Earned jan. 3, 2025 EST
Conversational Insights
Earned jan. 3, 2025 EST
Configure and Maintain CCAIP as an Admin - Français
Earned déc. 13, 2024 EST
Manage Functions and Reporting with CCAIP - Français
Earned déc. 13, 2024 EST
Handle Consumer Interactions with CCAIP - Français
Earned déc. 12, 2024 EST
Contact Center as a Service Implementation
Earned déc. 12, 2024 EST
This course explores the quality assurance best practices and the tools available in Dialogflow CX to ensure production grade quality during Virtual Agent development, as well as the key tenets for the creation of a robust end to end deployment lifecycle
En savoir plus
Learn how to design, develop, and deploy customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You'll also learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale.
En savoir plus
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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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.
En savoir plus
Text Prompt Engineering Techniques introduces you to consider different strategic approaches & techniques to deploy when writing prompts for text-based generative AI tasks.
En savoir plus
This course on Integrate Vertex AI Search and Conversation into Voice and Chat Apps is composed of a set of labs to give you a hands on experience to interacting with new Generative AI technologies. You will learn how to create end-to-end search and conversational experiences by following examples. These technologies complement predefined intent-based chat experiences created in Dialogflow with LLM-based, generative answers that can be based on your own data. Also, they allow you to porvide enterprise-grade search experiences for internal and external websites to search documents, structure data and public websites.
En savoir plus
Avec l'essor de l'utilisation de l'intelligence artificielle et du machine learning en entreprise, il est de plus en plus important de développer ces technologies de manière responsable. Pour beaucoup, le véritable défi réside dans la mise en pratique de l'IA responsable, qui s'avère bien plus complexe que dans la théorie. Si vous souhaitez découvrir comment opérationnaliser l'IA responsable dans votre organisation, ce cours est fait pour vous.
Dans ce cours, vous allez apprendre comment Google Cloud procède actuellement, en s'appuyant sur des bonnes pratiques et les enseignements tirés, afin de vous fournir un framework pour élaborer votre propre approche d'IA responsable.
En savoir plus
In this course you will learn how to use the new generative AI features in Dialogflow CX to create virtual agents that can have more natural and engaging conversations with customers. Discover how to deploy generative fallback responses to gracefully handle errors and omissions in customer conversations, deploy generators to increase intent coverage, and structure, ingest, and manage data in a data store. And explore how to deploy and maintain generative AI agents using your data, and deploy and maintain hybrid agents in combination with existing intent-based design paradigms.
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Welcome to "CCAI Operations and Implementation", the fourth course in the "Customer Experiences with Contact Center AI" series. In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. In this course, you'll be introduced to Agent Assist and the technology it uses so you can delight your customers with the efficiencies and accuracy of services provided when customers require human agents, connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business, Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes, compliance measures and regulations you should be aware of when bringing your virtual agent to production, and you'll be given tips from virtua…
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Welcome to "Virtual Agent Development in Dialogflow CX for Citizen Devs", the second course in the "Customer Experiences with Contact Center AI" series.
In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations using Dialogflow CX.
En savoir plus
Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise.
This is an intermediate course, intended for learners with the following type of role:
Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API.
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Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series.
In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation.
En savoir plus
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.
En savoir plus
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.
En savoir plus
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.
En savoir plus
This course explores advanced technical considerations to optimize Webhook connectivity for comprehensive, end-to-end, Conversational Agent self-service experiences. 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.
En savoir plus
This course will equip you with the tools to develop complex conversational experiences in Conversational Agents capable of identifying the user intent and routing it to the right self service flow.
En savoir plus
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.
En savoir plus
This course will equip you with the tools to develop complex conversational experiences in Conversational Agents capable of identifying the user intent and routing it to the right self service flow. 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.
En savoir plus
Learn about building conversational AI voice and chat integrations, including how telephony systems can connect with Google to enable phone-based interactions within the Conversational AI ecosystem. Explore key topics such as the differences between chat and voice conversations, the writing process for creating conversation scripts, and the beginning of the interrogative series and closing sequence.
En savoir plus
Demonstrate the ability to create and deploy deterministic virtual agents using Dialgflow CX and augment responses by grounding results on your own data integrating with Vertex AI Agent Builder data stores and leveraging Gemini for summarizations.
You will use the following technologies and Google Cloud services:
Vertex AI Agent Builder
Dialogflow CX
Gemini
En savoir plus
This course explores the quality assurance best practices and the tools available in Conversational Agents to ensure production grade quality during Conversational Agent development, as well as the key tenets for the creation of a robust end to end deployment lifecycle. 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.
En savoir plus
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.
En savoir plus
In this course, you will learn the important role that different types of webhooks play in Conversational Agents development, and how to effectively integrate them into your routine configuration of a Conversational Agent. 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.
En savoir plus
This course explores the foundational principles of conversation design to craft engaging and effective experiences that emulate human-like experiences specific to the Chat channel. 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.
En savoir plus
This course explores the best practices, methods and tools to programmatically lead CCAI virtual agent delivery. It includes a high level overview of the end to end journey for building and deploying a virtual agent, as well as the core tenets to create a strong delivery culture. Additionally, this course covers the best practices for workflow management, defect tracking, release management and post-release support to ensure optimal virtual agent performance.
En savoir plus
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.
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.
En savoir plus
This is a introductory course to all solutions in the Contact Centre AI (CCAI) portfolio and the Generative AI features that are poised to transform them. The course also explores the CCAI go to market and engagement model, the business case around CCAI, as well as the use cases and user personas addressed by the solution.
En savoir plus
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.
En savoir plus
This is an introductory course to all solutions in the Conversational AI portfolio and the Gen AI features that are available to transform them. The course also explores the business case around Conversational AI, and the use cases and user personas addressed by the solution. 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.
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 chat channel.
En savoir plus
Unlock the power of generative AI to create intelligent, automated agents. After completing this course, you'll be equipped to develop a data store agent that can instantly answer complex questions by automatically extracting and synthesizing information from your websites, documents, or structured data. Say goodbye to static FAQs—your new agent will provide dynamic, accurate answers and even surface the original source URLs, all with a simple and rapid setup.
En savoir plus
In this course you will learn how Contact Center AI 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 CCAI ecosystem.
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.
En savoir plus
In this course, you will learn about the four broad pillars of Google's Contact Center AI (CCAI), Virtual Agents, Agent Assist, Insights and CCAIP.
You will explore the new generative AI features for Dialogflow CX, Agent Assist and Insights. And, you will learn how to leverage the Contact Center AI (CCAI) platform to transform your contact center with choice and flexibility.
En savoir plus
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.
En savoir plus
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.
En savoir plus
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".
En savoir plus
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.
En savoir plus
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.
En savoir plus
An AI-driven Contact Center as a Service (CCaaS) solution that is built natively on Google Cloud. The Implementation course provides Partners with essential training about the delivery of key features and functionality. The course explores how to leverage your key understanding of the product into successful customer implementation engagements with tips, best practices, guides, and more.
Note: This product was previously called Contact Center AI (CCAI) Platform you may see references to that name still in the course, however the course is technically correct.
DFCX Bot Building Quality Assurance and Deployment Lifecycle
Earned avr. 21, 2025 EDT
Customer Experiences with Contact Center AI
Earned mars 31, 2025 EDT
[DEPRECATED]-Google Cloud Computing Foundations: Cloud Computing Fundamentals - Français
Earned mars 13, 2025 EDT
Introduction to CES and Conversational Agents
Earned mars 10, 2025 EDT
Text Prompt Engineering Techniques
Earned mars 5, 2025 EST
Integrate Vertex AI Search and Conversation into Voice and Chat Apps
Earned mars 5, 2025 EST
IA responsable : appliquer les principes concernant l'IA avec Google Cloud
Earned mars 4, 2025 EST
Conversational AI on Vertex AI and Dialogflow CX
Earned mars 4, 2025 EST
CCAI Operations and Implementation
Earned fév. 28, 2025 EST
Virtual Agent Development in Dialogflow CX for Citizen Devs
Earned fév. 28, 2025 EST
Virtual Agent Development in Dialogflow CX for Software Devs
Earned fév. 28, 2025 EST
Contact Center AI: Conversational Design Fundamentals
Earned fév. 26, 2025 EST
Stateful Flows
Earned fév. 26, 2025 EST
Advanced Performance Measurement
Earned fév. 25, 2025 EST
Incorporate Generative Features into Conversational Agent flows
Earned fév. 25, 2025 EST
Advanced Webhook Concepts
Earned fév. 25, 2025 EST
Building Complex Self-Service Experiences in Conversational Agents
Earned fév. 24, 2025 EST
Generative Playbooks
Earned fév. 24, 2025 EST
Building Complex Self-Service Experiences in Conversational Agents
Earned fév. 21, 2025 EST
Conversational AI Voice and Chat Integrations
Earned fév. 20, 2025 EST
Build deterministic Virtual Agent enhanced with data stores
Earned fév. 20, 2025 EST
Conversational Agents Quality Assurance and Deployment Lifecycle
Earned fév. 19, 2025 EST
Performance Measurement
Earned fév. 18, 2025 EST
Webhook fundamentals
Earned fév. 13, 2025 EST
Conversation Design Fundamentals
Earned fév. 12, 2025 EST
DFCX Virtual Agent Delivery Framework
Earned fév. 11, 2025 EST
Agent Summarization (Custom)
Earned fév. 10, 2025 EST
Virtual FAQ with data store agents
Earned fév. 7, 2025 EST
Intro to CCAI and CCAI Engagement Framework
Earned fév. 6, 2025 EST
Customer Engagement Suite with Google AI Architecture
Earned fév. 3, 2025 EST
Intro to Conversational AI and Conversational AI Engagement Framework
Earned jan. 31, 2025 EST
Introduction to Agent Assist and its GenAI Capabilities
Earned jan. 30, 2025 EST
Agent Assist and its Gen AI Capabilities
Earned jan. 30, 2025 EST
Agent Assist Voice and Integrations
Earned jan. 29, 2025 EST
Integrate Agent Assist with Telephony and Chatbot Systems
Earned jan. 29, 2025 EST
Using Generative AI to Enhance Contact Center AI Solutions
Earned jan. 29, 2025 EST
Conversational Insights
Earned jan. 3, 2025 EST
Conversational Insights
Earned jan. 3, 2025 EST
Configure and Maintain CCAIP as an Admin - Français
Earned déc. 13, 2024 EST
Manage Functions and Reporting with CCAIP - Français
Earned déc. 13, 2024 EST
Handle Consumer Interactions with CCAIP - Français
Earned déc. 12, 2024 EST
Contact Center as a Service Implementation
Earned déc. 12, 2024 EST