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Joshua Thomas-Buffin

Member since 2025

Silver League

7169 points
Incorporate Generative Features into Conversational Agent Flows Earned Jan 15, 2026 EST
Generative Playbooks Earned Jan 13, 2026 EST
Introduction to Gemini Enterprise for Customer Experience and Conversational Agents Earned Jan 13, 2026 EST
Build and Deploy Customer Experience Agents Earned Jan 13, 2026 EST
Create Agents with Generative Playbooks Earned Dec 23, 2025 EST
Agent Assist and its Gen AI Capabilities Earned Dec 23, 2025 EST
Conversation Design Fundamentals Earned Dec 23, 2025 EST
Create Conversational Agents with Stateful Flows Earned Dec 23, 2025 EST
Architect Customer Engagement Suite with Google AI Earned Dec 22, 2025 EST
Conversational AI and its Engagement Framework Earned Nov 18, 2025 EST
Conversational Insights Earned Nov 18, 2025 EST

Explore the Generative AI features for Conversational Agents and how to incorporate them into stateful Flows. Discover the possibilities with Generators, Generative Fallback, and Data Stores, as well as best practices and security settings for using these features.

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Explore Playbooks and their implementation of the ReAct pattern for building conversational agents. You will learn how to construct a Playbook, set up goals and instructions to build a chatbot in natural language, and learn to test and deploy your solution.

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This course explores the different products and capabilities of Gemini Enterprise for Customer Experience and Conversational Agents. 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 Enterprise for Customer Experience, and third party telephony and CCaaS integrations with providers such as Twillio or Salesfor…

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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.

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Unlock the power of generative AI to create intelligent, automated agents. After completing this course, you'll be equipped to develop a data store agent that can instantly answer complex questions by automatically extracting and synthesizing information from your websites, documents, or structured data. Say goodbye to static FAQs—your new agent will provide dynamic, accurate answers and even surface the original source URLs, all with a simple and rapid setup.

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This course explores the foundational principles of conversation design to craft engaging and effective chatbot experiences that emulate human-like experiences.

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Discover flows in Conversational Agents and learn how to build deterministic chat and voice experiences with language models. Explore key concepts like drivers, intents, and entities, and how to use them to create conversational agents.

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In this course, you'll dive deep into the essential topics you need to know to design, build, and maintain a powerful CES solution. Get ready to transform your understanding of what's possible and create an architecture that drives customer satisfaction. This course is designed to introduce you to the architecture of the Customer Engagement Suite (CES). You'll explore the main considerations for building and implementing Conversational AI solutions including key architectural components and integrations. You'll also explore how Conversational AI interacts with Vertex AI and get a high-level overview of the key features of the Conversational AI Platform.

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Transform your understanding of customer service with this course on the Customer Engagement Suite (CES) 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 CES solution, seeing how each component contributes to delivering exceptional customer experiences. The course concludes by exploring the robust business case for CES, along with practical use cases and the various user personas that benefit from this innovative solution.

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In this course you will learn how to leverage Conversational Insights to uncover hidden information from your contact center data to increase operational efficiency and drive data-driven business decisions.

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