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CCAI Insights

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Overview

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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.

Syllabus

  • Course overview
    • Course overview
  • Introduction to Conversational Insights
    • About Conversational Insights
    • Insights value addition and use cases
    • Conversational Insights quiz
  • Data ingestion
    • The data ingestion process
    • Create a Cloud Storage Bucket
    • Step 1: Validate the data format
    • Step 2: Transcribe audio files to text
    • Step 3: Inspect and de-identify PII data with DLP
    • Step 4: Ingest data into Insights
    • Data ingestion quiz
  • Topic Modeling
    • Identify training data
    • Create a topic model
    • Evaluate a trained model
    • Topic Modeling quiz
  • LLM Summarization
    • Introduction to LLM Summarization
    • Enable LLM Summarization
    • LLM Summarization quiz
  • Quality AI
    • The need and purpose of Quality AI
    • Scorecards
    • Quality AI quiz
  • Additional Conversational Insights offerings
    • Smart and Custom Highlights
    • Generative FAQ
    • Additional Conversational Insights offerings quiz
  • Analyze and filter conversations for export into BigQuery
    • Analyze conversations
    • Filter and export conversations
    • Review table data model and metrics
    • Analyze and filter conversations for export into BigQuery quiz
  • Optimization process with Conversational Insights
    • Looker dashboards
    • The four phases of the optimization process
    • Phase 1: Monitor
    • Phase 2: Analyze
    • Phase 3: Identify
    • Phase 4: Enhance
    • Optimization process with Conversational Insights quiz
  • Additional Resources
    • Course complete
  • Your Next Steps
    • Completion

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