Develop practical skills to design, build, integrate, test and deploy enterprise virtual agents with Google CCAI and Dialogflow CX.
Course curriculum
Five-Day Google CCAI and Dialogflow CX Course Outline
Day 1 — CCAI Architecture and Dialogflow CX Fundamentals
Contact Center AI concepts, Dialogflow CX architecture, projects, agents, regions, flows, pages, sessions, simulator usage, access control and foundational design principles.
Day 2 — Intents, Entities, Parameters and Conversation Design
Training phrases, intents, system and custom entities, form parameters, prompts, reprompts, conditions, routes, transition behavior and natural conversation design.
Day 3 — Advanced Flows, Reusable Logic and Fulfillment
Multiple flows, route groups, event handlers, reusable components, fulfillment, response messages, session parameters, error handling and complex conversational journeys.
Day 4 — Webhooks, APIs and Contact Center Integrations
Webhook architecture, API requests and responses, authentication concepts, external databases, dynamic data, telephony integration, escalation to live agents and enterprise integration patterns.
Day 5 — Testing, Environments, Security and Operations
Test cases, conversation analysis, versions, environments, deployment workflows, monitoring, logging, compliance, troubleshooting, optimization and final end-to-end virtual-agent labs.