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Suresh Krishna Vasa

Member since 2022

Create Embeddings, Vector Search, and RAG with BigQuery Earned سبتمبر 28, 2026 EDT
Introduction to Gemini for customer experience Earned يونيو 25, 2026 EDT
Build and Deploy Customer Experience Agents Earned مايو 18, 2026 EDT
Customer Experience Agent Studio: Fundamentals Earned مارس 22, 2026 EDT
Gen AI: Beyond the Chatbot Earned سبتمبر 15, 2025 EDT
Create Agents with Generative Playbooks Earned يوليو 28, 2025 EDT
[DEPRECATED] Webhook fundamentals Earned يوليو 21, 2025 EDT
Introduction to Generative AI Earned يوليو 15, 2025 EDT
Introduction to Large Language Models Earned يوليو 14, 2025 EDT
Configure and Maintain CCaaS as an Admin Earned مايو 20, 2025 EDT
Manage Functions and Reporting with CCaaS Earned مارس 19, 2025 EDT
Handle Consumer Interactions with CCaaS Earned مارس 2, 2025 EST
Conversational AI and its Engagement Framework Earned أكتوبر 29, 2024 EDT
Virtual Agent Development in Dialogflow CX for Software Devs Earned يوليو 25, 2023 EDT
Virtual Agent Development in Dialogflow CX for Citizen Devs Earned يوليو 20, 2023 EDT
DEPRECATED Create Conversational AI Agents with Dialogflow CX Earned يوليو 14, 2023 EDT
[DEPRECATED] - Building Conversational Experiences with Dialogflow Earned يوليو 11, 2023 EDT
CCAI Operations and Implementation Earned يونيو 15, 2023 EDT
[DEPRECATED] Contact Center AI: Conversational Design Fundamentals Earned يونيو 8, 2023 EDT

This course explores a Retrieval Augmented Generation (RAG) solution in BigQuery to mitigate AI hallucinations. It introduces a RAG workflow that encompasses creating embeddings, searching a vector space, and generating improved answers. The course explains the conceptual reasons behind these steps and their practical implementation with BigQuery. By the end of the course, learners will be able to build a RAG pipeline using BigQuery and generative AI models like Gemini and embedding models to address their own AI hallucination use cases.

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This course explores the different products and capabilities of Gemini for customer experience, including CX Agent Studio, Agent Assist and CX Insights. Additionally, it covers the foundational principles of conversation design to craft engaging and effective experiences that emulate human-like experiences specific to the Chat channel.

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In this course you will discover the exciting new features and capabilities of Customer Experience Agent Studio (CX Agent Studio), design AI agents from the CLI using MCP servers, learn how to evaluate your agent's performance and implement the Quality Hill Climbing process. You will also find out how to set up your agent's memory to store, retrieve, and use information across conversation turns and implement callbacks for logging or authentication, configure guardrails to protect against malicious attempts and ensure aligned responses, and deploy the agent to various channels. Additionally, you will explore the possible integrations between CX Agent Studio and CCaaS services and providers, including first party digital channel integrations with Google Telephony Platform (GTP), widgets and APIs, escalations to human agents through Google Cloud CCaaS and Gemini for customer experience, and third party telephony and CCaaS integrations with providers such as Twillio or Salesforce.

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This course aims to equip conversational designers and builders with the concepts and practical skills to design, build, and test sophisticated, multi-agent, and multimodal Customer Experience agents using Customer Experience Agent Studio (CX Agent Studio).

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Gen AI: Beyond the Chatbot is the first course of the Gen AI Leader learning path and has no prerequisites. This course aims to move beyond the basic understanding of chatbots to explore the true potential of generative AI for your organization. You explore concepts like foundation models and prompt engineering, which are crucial for leveraging the power of gen AI. The course also guides you through important considerations you should make when developing a successful gen AI strategy for your organization.

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This course will teach you how to build conversational experiences for Conversational Agents using Generative Playbooks. You'll start with an introduction to playbooks and learn how to set up your first one. You'll also learn about the importance of testing, as well as key production considerations like quota limits and integration. The course concludes with a case study that shows how to use playbooks for generative steering. Explore other content in the Gemini Agent Ready (GEAR) program.

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In this course, you will learn the important role that different types of webhooks play in Dialogflow CX development, and how to effectively integrate them into your routine configuration of a Virtual Agent.

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This is an introductory level microlearning course aimed at explaining what Generative AI is, how it is used, and how it differs from traditional machine learning methods. It also covers Google Tools to help you develop your own Gen AI apps.

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This is an introductory level micro-learning course that explores what large language models (LLM) are, the use cases where they can be utilized, and how you can use prompt tuning to enhance LLM performance. It also covers Google tools to help you develop your own Gen AI apps. Explore other content in the Gemini Agent Ready (GEAR) program.

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Configure and Maintain CCaaS as an Admin is a course that provides end users with essential learning about the core features, functionality, reporting, and configuration information most relevant to the role. This course is most appropriate for those who perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform to best meet the demands of customers. Although this program will review some monitoring and reporting aspects, those topics are explored in depth in the course titled "Managing Functions and Reporting with CCaSS." Explore other content in the Gemini Agent Ready (GEAR) program.

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Manage Functions and Reporting with CCaaS provides end-users with essential training about the core features, functionality, monitoring, reporting, and configuration information that is most relevant to the role. This course is most appropriate for those at the managerial level of the contact center who are tasked with monitoring the effectiveness, efficiency, and KPI attainment for all consumer interactions. While this program will review some aspects of settings and configuration options, the major focus is on reporting functionality in CCaaS.

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This course teaches contact center agents about the core agent features and functionality in Contact Center as a Service (CCaaS). CCaaS is a unified contact center platform that accelerates an organization's ability to leverage and deploy contact centers without relying on multiple technology providers. This course is most appropriate for those who handle consumer interactions via chat and call.

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Transform your understanding of customer service with this course on Gemini Enterprise for Customer Experience (GECX) and its powerful generative AI capabilities. You'll start by tracing the journey of contact centers, understanding how they've evolved and where gen AI is propelling them next. Then, you'll gain a deep understanding of the core building blocks within the GECX solution, seeing how each component contributes to delivering exceptional customer experiences. The course concludes by exploring the robust business case for GECX, along with practical use cases and the various user personas that benefit from this innovative solution. Explore other content in the Gemini Agent Ready (GEAR) program.

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Welcome to "Virtual Agent Development in Dialogflow CX for Software Devs", the third course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop more customized customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to more advanced and customized handling for virtual agent conversations that need to look up and convey dynamic data, and methods available to you for testing your virtual agent and logs which can be useful for understanding issues that arise. This is an intermediate course, intended for learners with the following type of role: Software developers: Codes computer software in a programming language (e.g., C++, Python, Javascript) and often using an SDK/API.

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Welcome to "Virtual Agent Development in Dialogflow CX for Citizen Devs", the second course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to develop customer conversational solutions using Contact Center Artificial Intelligence (CCAI). In this course, you'll be introduced to adding voice (telephony) as a communication channel to your virtual agent conversations using Dialogflow CX.

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Earn a skill badge by completing the Create Conversational AI Agents with Dialogflow CX quest, where you will learn how to create a conversational virtual agent, including how to: define intents and entities, use versions and environments, create conversational branching, and use IVR features. A skill badge is an exclusive digital badge issued by Google Cloud in recognition of your proficiency with Google Cloud products and services and tests your ability to apply your knowledge in an interactive hands-on environment. Complete this skill badge quest, and the final assessment challenge lab, to receive a skill badge that you can share with your network.

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This course provides a deep dive into how to create a chatbot using Dialogflow, augment it with Cloud Natural Language API and operationalize it using Google Cloud tools.

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Welcome to "CCAI Operations and Implementation", the fourth course in the "Customer Experiences with Contact Center AI" series. In this course, learn some best practices for integrating conversational solutions with your existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale. In this course, you'll be introduced to Agent Assist and the technology it uses so you can delight your customers with the efficiencies and accuracy of services provided when customers require human agents, connectivity protocols, APIs, and platforms which you can use to create an integration between your virtual agent and the services already established for your business, Dialogflow's Environment Management tool for deployment of different versions of your virtual agent for various purposes, compliance measures and regulations you should be aware of when bringing your virtual agent to production, and you'll be given tips from virtua…

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Welcome to "CCAI Conversational Design Fundamentals", the first course in the "Customer Experiences with Contact Center AI" series. In this course, learn how to design customer conversational solutions using Contact Center Artificial Intelligence (CCAI). You will be introduced to CCAI and its three pillars (Dialogflow, Agent Assist, and Insights), and the concepts behind conversational experiences and how the study of them influences the design of your virtual agent. After taking this course you will be prepared to take your virtual agent design to the next level of intelligent conversation.

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