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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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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As the use of enterprise Artificial Intelligence and Machine Learning continues to grow, so too does the importance of building it responsibly. A challenge for many is that talking about responsible AI can be easier than putting it into practice. If you’re interested in learning how to operationalize responsible AI in your organization, this course is for you.
In this course, you will learn how Google Cloud does this today, together with best practices and lessons learned, to serve as a framework for you to build your own responsible AI approach.
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Complete the introductory Prompt Design in Agent Platform skill badge to demonstrate skills in the following: prompt engineering, image analysis, and multimodal generative techniques, within Agent Platform. Discover how to craft effective prompts, guide generative AI output, and apply Gemini models to real-world marketing scenarios. Explore other content in the Gemini Enterprise Agent Ready (GEAR) program.
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This is an introductory-level microlearning course aimed at explaining what responsible AI is, why it's important, and how Google implements responsible AI in their products. It also introduces Google's 3 AI principles.
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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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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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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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Manage Functions and Reporting with CCaaS
Earned juil. 16, 2025 EDT
Handle Consumer Interactions with CCaaS
Earned juil. 2, 2025 EDT
[DEPRECATED] Contact Center AI: Conversational Design Fundamentals
Earned juil. 2, 2025 EDT
Responsible AI: Applying AI Principles with Google Cloud
Earned août 17, 2024 EDT
Prompt Design in Agent Platform
Earned août 17, 2024 EDT
[DEPRECATED]Introduction to Responsible AI
Earned août 17, 2024 EDT
Introduction to Large Language Models
Earned août 16, 2024 EDT
Introduction to Generative AI
Earned août 16, 2024 EDT
Conversational Insights
Earned juil. 26, 2024 EDT