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Virtual Agent Development in Dialogflow ES for Software Devs

Google via Google Cloud Skills Boost

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Overview

Welcome to "CCAI Virtual Agent Development in Dialogflow ES for Software Developers", the third course in the "Customer Experiences with Contact Center AI" series. In this course, learn to use additional features of Dialogflow ES for your virtual agent, create a Firestore instance to store customer data, and implement cloud functions that access the data. With the ability to read and write customer data, learner’s virtual agents are conversationally dynamic and able to defer contact center volume from human agents. You'll be introduced to methods for testing your virtual agent and logs which can be useful for understanding issues that arise. Lastly, learn about connectivity protocols, APIs, and platforms for integrating your virtual agent with services already established for your business.

Syllabus

  • Course Overview
    • Course Introduction
  • Testing and Logging
    • Introduction
    • History
    • Cloud Operations logs
    • Logging filters
    • General testing
    • Watchpoints
    • Validation errors
    • Audits
    • Quiz
  • Taking Actions with Fulfillment
    • Introduction
    • Where fulfillment is used
    • Cloud functions
    • Fulfillment read
    • Fulfillment write
    • Cloud Firestore
    • CF Setting Up
    • CF Testing
    • Cloud deployment
    • Quiz
    • Lab Intro Using Cloud Functions to Persist and Query Data from a Database
    • CECCAI | Adding fulfillment with Cloud Functions (OD)
    • Lab Review Using Cloud Functions
  • Integrating Virtual Agents
    • Introduction
    • Integration options
    • Dialogflow API
    • Connectivity protocols
    • Telephony integration
    • Knowledge connectors
    • Quiz IVR Features
    • Quiz Contact Center AI integration points
    • Quiz Common platforms of integration
  • Course Review
    • Course review
  • Course Resources
    • Course Introduction
    • Testing and Logging
    • Taking Actions with Fulfillment
    • Integrating Virtual Agents
    • Course review

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