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CCAI Insights
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CCAI Insights
In this course you will learn how to leverage Contact Center AI Insights to uncover hidden information from your contact center data to increase operational efficiency and drive data-driven business decisions.
Información del curso
Objetivos
- Become familiar with CCAI Insights along with its use cases and business values.
- Demonstrate an understanding of ingesting the audio or chat transcript files into Insights
- Become familiar with topic modeling and analyze different ways to create a topic model.
- Learn about LLM Summarization & ways to enable it via UI or AP
- Become familiar with other insights offerings with LLM generative FAQ's as well as smart and custom highlighters.
- Learn how to analyze conversations via insights console or API
- Become familiar with exporting insights data to BigQuery
- Become familiar with pre-built looker dashboards for reviewing the conversation analytics
- Understand how to draft a Insights Proof of Concept
- Become familiar with the phases of discovery, design, implementation & testing, and production deployment as part of the Insights Delivery process
- Understand the four phases of the Optimization process with CCAI Insights.
Requisitos previos
Intro to CCAI and CCAI Engagement Framework
Público
CAs/CDs,
Data Engineers, Data Analysts, Data Scientists, Program Managers
Idiomas disponibles
English
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