Virtual Agent Development in Dialogflow ES for Citizen Devs

Welcome to "Virtual Agent Development in Dialogflow ES 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). You will use Dialogflow ES to create virtual agents and test them using the Dialogflow ES simulator. This course also provides best practices on developing virtual agents. You will also be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations. Through a combination of presentations, demos, and hands-on labs, participants learn how to create virtual agents. This is an intermediate course, intended for learners with the following types of roles: Conversational designers: Designs the user experience of a virtual assistant. Translates the brand's business requirements into natural dialog flows. Citizen developers: Creates new business applications for consumption by others using high level development and runtime environments. Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API.

• Course Overview
• Course Introduction
• Fundamentals of building conversations with Dialogflow ES
• Introduction
• User Interface
• Intents and entities
• Actions and Responses
• Training the agent
• Advanced training
• Testing tools
• Knowledge
• Best Practices
• Quiz
• Lab Intro Dialogflow Fundamentals
• CECCAI | Building a basic chat virtual agent (OD)
• Lab Review Dialogflow Fundamentals
• Lab Intro KB Connector
• CECCAI | Creating a knowledge base connector (OD)
• Lab Review KB Connector
• Maintaining Context in a Conversation
• Introduction
• Context
• Active versus inactive context
• Input versus output context
• Lifespan
• Configuration
• Follow-up
• Best practices
• Quiz
• Lab Intro Adding Contexts to your Virtual Agent
• CECCAI | Adding context to your virtual agent (OD)
• Lab Review Adding Contexts to your Virtual Agent
• Moving From Chat to Voice Virtual Agent
• Introduction
• Chat versus voice
• Voice Responses
• Methods
• Telephony Options
• Quiz
• Lab Intro Adding voice to your virtual agent
• CECCAI | Adding Voice to your Virtual Agent (OD)
• Lab Review Adding voice to your virtual agent
• Course Review
• Course review
• Course Resources
• Course Introduction
• Fundamentals of Building Conversations with Dialogflow ES
• Maintaining Context and Taking Action
• Moving from Chat to Voice Virtual Agent
• Course Summary