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Architect Customer Engagement Suite with Google AI

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Overview

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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.

Syllabus

  • Course overview
    • Course overview
  • Conversational AI resource management
    • Customer Engagement Suite infrastructure and resources
    • Operational environments
    • Access control
    • CES contact center integrations
    • Google Cloud services and the Vertex AI ecosystem
    • Conversational AI resource management quiz
  • Planning for Conversational Agents and Agent Assist
    • Platform design fundamentals
    • Architectural considerations for building Conversational Agents
    • Architectural considerations for Agent Assist
    • Planning for Conversational Agents and Agent Assist quiz
  • Planning, deployment, and operations
    • Planning for a Conversational Insights implementation
    • CES deployment and operations
    • Data insight extraction
    • Best practices for Business Continuity and Disaster Recovery
    • Planning, deployment, and operations quiz
  • Security and compliance
    • CES data security
    • Personal Identifiable Information (PII) redaction
    • Settings for data redaction
    • Other compliance considerations
    • Security and compliance considerations for Conversational Agents
    • Security and compliance quiz
  • Additional resources
    • Course complete
  • Your Next Steps
    • Course Badge

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