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Overview
This course provides an overview of Google Cloudâs Contact Center AI (CCAI) and its Engagement Framework. Learners explore core components such as virtual agents, agent assist, and insights. The curriculum covers designing AI-powered customer interactions and integrating CCAI into existing contact centers. Customer experience managers and AI developers will gain foundational knowledge to build intelligent, responsive customer service solutions.
Syllabus
- Contact Centers of the past
- Introduction
- Contact Centers of the past
- Contact Centers of the Past Quiz
- Contact Centers of the future
- Contact Centers of the future
- Contact Centers of the Future Quiz
- CCAI building blocks
- Conversational AI building blocks
- CCAI Building Blocks Quiz
- GenAI and Virtual Agents
- GenAI and Conversational Agents
- GenAI and Virtual Agents Quiz
- The business case around CCAI
- The business case around Conversational AI
- The Business Case Around CCAI Quiz
- Use cases and user personas
- Use cases and user personas
- Use Cases and User Personas Quiz
- Your Next Steps
- Course Badge
Instructor
cloudskillsboost.google
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