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Customer Experiences with Contact Center AI - Dialogflow ES

Last Updated: 08-03-2025

The Customer Experiences with Contact Center AI - Dialogflow ES course is designed for professionals looking to leverage Google Cloud's Dialogflow ES to create intelligent, conversational AI-driven experiences in contact centers. This hands-on training will guide you through using Dialogflow ES to build, deploy, and manage sophisticated chatbots and virtual agents that can effectively interact with customers across various communication channels, including voice, text, and chat. You’ll learn how to integrate Dialogflow ES with Google’s Contact Center AI (CCAI) solutions to automate customer support, provide personalized experiences, and improve operational efficiency. This course covers all the essential components of Dialogflow, including intent recognition, entity extraction, natural language processing (NLP), and integration with CRM systems, ensuring that you can deliver seamless, scalable, and intelligent customer experiences.

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Schedule Learners Course Fee (Incl. of all Taxes) Register Your Interest
December 22nd - 25th
09:00 AM - 05:00 PM (CST)
Live Virtual Classroom (Duration : 32 Hours)
Guaranteed-to-Run
10% Off
$1,280
$1,152
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December 27th - 04th
09:00 AM - 05:00 PM (CST)
Live Virtual Classroom (Duration : 32 Hours)
10% Off
$1,280
$1,152
January 05th - 08th
09:00 AM - 05:00 PM (CST)
Live Virtual Classroom (Duration : 32 Hours)
20% Off
$1,280
$1,024
January 10th - 18th
09:00 AM - 05:00 PM (CST)
Live Virtual Classroom (Duration : 32 Hours)
20% Off
$1,280
$1,024
January 12th - 15th
09:00 AM - 05:00 PM (CST)
Live Virtual Classroom (Duration : 32 Hours)
20% Off
$1,280
$1,024
January 19th - 28th
06:00 AM - 10:00 PM (CST)
Live Virtual Classroom (Duration : 32 Hours)
20% Off
$1,280
$1,024
January 26th - 29th
09:00 AM - 05:00 PM (CST)
Live Virtual Classroom (Duration : 32 Hours)
Guaranteed-to-Run
20% Off
$1,280
$1,024

Course Prerequisites

  • Basic understanding of cloud computing and Google Cloud Platform (GCP) services, such as Google Compute Engine, Cloud Functions, and Cloud Storage.
  • Familiarity with programming languages like JavaScript, Python, or Node.js (useful but not mandatory).
  • Experience with basic natural language processing (NLP) concepts is helpful but not required.
  • Knowledge of customer service processes and contact center operations will provide additional context for the course.

Learning Objectives

By the end of the Customer Experiences with Contact Center AI - Dialogflow ES course, you will be able to:

  1. Understand the core concepts of Dialogflow ES and Google Cloud’s Contact Center AI (CCAI), and how they can be used to enhance customer support.
  2. Build conversational AI chatbots and virtual agents using Dialogflow ES to interact with customers in real-time.
  3. Implement intent recognition and entity extraction to accurately understand and respond to user queries in both text and voice formats.
  4. Integrate Dialogflow ES with Google Cloud’s Contact Center AI to create scalable, end-to-end automated customer support solutions.
  5. Use Dialogflow ES’s Natural Language Processing (NLP) capabilities to enhance chatbot understanding and generate human-like responses.
  6. Design effective dialog flows and conversation logic to improve customer satisfaction and drive better engagement.
  7. Integrate Dialogflow ES with third-party services (CRM, ticketing systems, databases) to deliver personalized customer interactions and streamlined workflows.
  8. Deploy Dialogflow ES chatbots across multiple channels, including web, mobile, voice, and social media platforms.
  9. Monitor chatbot performance using Google Cloud’s Analytics and make improvements based on data-driven insights to optimize customer interactions.
  10. Implement Dialogflow’s fulfillment feature to enable dynamic interactions and integrate real-time business data into your virtual agents.
  11. Ensure data privacy and security by applying best practices for handling customer data and complying with regulations such as GDPR.
  12. Prepare for Google Cloud certifications in Contact Center AI and Dialogflow ES by gaining hands-on experience and expert-level skills.

Target Audience

This course is ideal for:

  • Customer experience professionals and contact center managers looking to implement AI-driven solutions to enhance customer support.
  • Developers and software engineers interested in building intelligent virtual agents using Dialogflow ES for customer interactions.
  • Cloud engineers and architects seeking to integrate Dialogflow ES with other Google Cloud services and legacy systems.
  • AI enthusiasts interested in natural language processing (NLP) and AI-powered conversation models for customer-facing applications.
  • Product managers and business leaders looking to explore how AI and contact center automation can streamline operations and improve customer satisfaction.
  • Sales and marketing professionals who want to use AI-powered chatbots and virtual assistants to improve customer engagement and lead generation.

Course Modules

  • Introduction to Contact Center AI

    • Overview of Contact Center AI and its benefits.
    • Understanding Dialogflow ES and its role in building conversational agents.

  • Designing Conversational Experiences

    • Best practices for designing effective conversational flows.
    • Utilizing intents, entities, and contexts in Dialogflow ES.

  • Integrating with Contact Center Platforms

    • Connecting Dialogflow ES with existing contact center solutions.
    • Managing interactions across multiple channels (voice, chat, etc.).

  • Enhancing AI Capabilities

    • Incorporating machine learning models for advanced intent recognition.
    • Utilizing sentiment analysis and other AI features to improve customer interactions.

  • Monitoring and Analytics

    • Setting up analytics to track performance and user satisfaction.
    • Using insights to refine and optimize conversational experiences.

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What Our Learners Are Saying

The training, courseware, and lab experience were insightful and valuable. Keep up the great work and learning experience!

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Course: SC-200: Microsoft Security Operations Analyst
Date: 15th Jan 2025

The instructor was professional and very content.

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Course: MD-102: Microsoft 365 Endpoint Administrator
Date: 20th Dec 2024

The instructor was so knowledgeable & humble. Rare to find someone so confident but so down to earth these days. So appreciative to him.”

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Course: AZ-700: Designing and Implementing Microsoft Azure Networking Solutions
Date: 31st July 2024

Instructor is experienced and knowledgeable in guiding.

Dharshini Mahalaxmi – Dr. MGR Education and Research Institute, Chennai, India

Course: SC-300: Microsoft Identity and Access Administrator
Date: 4th May 2024