01
CCAI Insights
01
CCAI Insights
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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.
Informations sur le cours
Objectifs
- 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.
Prérequis
Intro to CCAI and CCAI Engagement Framework
Cible
CAs/CDs,
Data Engineers, Data Analysts, Data Scientists, Program Managers
Langues disponibles
English