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Overview
This course explores Contact Center AI (CCAI) Insights, a Google Cloud service designed to improve customer experience through AI-driven analytics. Learners study conversational analytics, agent assist features, and operational reporting. The curriculum covers integrating CCAI Insights with contact center platforms to enhance agent performance and customer satisfaction. Customer service managers and AI professionals gain practical knowledge to implement and optimize AI-powered contact centers.
Syllabus
- Introduction to CCAI Insights
- Introduction to CCAI Insights
- Graded Quiz: Insights- Introduction to CCAI Insights
- Data Ingestion
- Create a Cloud Storage bucket
- Validate data format
- Vertex AI workbench and environment setup
- Transcribe audio file to text
- Apply DLP on PII
- Ingest data into Insights
- Ingestion demo
- Graded Quiz: Insights- Data Ingestion
- Topic Modeling
- Identify training data
- Define initial taxonomy & model size (# of topics)
- Create a topic model
- Evaluating a topic model
- Topic model demo
- Graded Quiz: Insights- Topic Modeling
- LLM Summarization
- All about LLM summarization
- Enable LLM summarization via UI
- Enable LLM summarization via API
- LLM summarization demo
- Graded Quiz: Insights - LLM Summarization
- Other Insights offerings
- Smart and custom highlighters
- LLM generative FAQ
- Graded Quiz:Insights - Other Insight Offerings
- Analyze conversations
- Analyze conversations
- Graded Quiz: Insights - Analyze Conversation
- Export data to BigQuery
- Filter conversations to export
- Export conversations to BQ
- Review table data model and metrics
- Export to BQ demo
- Graded Quiz: Insights - Export to BQ
- Looker dashboards
- Looker dashboards
- Graded Quiz: Looker Dashboards
- Optimization process with CCAI Insights
- Optimization process introduction
- Monitor
- Analyze
- Identify
- Enhance
- Graded Quiz: Optimization process with CCAI Insights
- Contact Center AI Insights
- Additional Resources
- Additional Resources
- Your Next Steps
- Course Badge
Instructor
cloudskillsboost.google
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