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Overview
“Handle Consumer Interactions with CCAIP” focuses on leveraging the Google Contact Center AI Platform (CCAIP) to enhance customer service experiences through intelligent automation and AI-driven interactions. This course is designed for developers, IT professionals, and customer experience managers who want to build, deploy, and manage AI-powered virtual agents that effectively handle consumer queries and requests. Participants will learn how to utilize CCAIP’s key components, including Dialogflow CX for conversational design, virtual agents, and seamless integration with telephony and digital channels....
Syllabus
- Getting Started with CCAIP
- Getting Started with CCAI Platform
- Activity: Logging into CCAIP
- Call Adapter
- Navigating the Call Adapter
- Activity: Modify Call Adapter Settings
- Handling Calls
- Resources: Handling Calls in the Adapter
- Additional Adapter Features
- Resources: Voicemail and Agent Stats
- Activity: Place an Outbound Call
- Call Adapter Quiz
- Chat Adapter
- Chat Adapter
- Resources: Handling Chats in the Adapter
- Chat Adapter Quiz
- Use Cases and Examples
- Use Cases and Examples
- Handling Calls with Mute and Redact
- Transfer and Call Wrap Up
- Outbound Call and Outside Line
- Blended SMS and SmartActions
- Handling Chats
- Resources: In-Call and In-Chat Features
- Activity: Handling Calls in the Adapter
- Troubleshooting
- Troubleshooting
- Troubleshooting Quiz
- Your Next Steps
- Course Badge
Instructor
Google Cloud Skills Boost
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