Get started with Dialogflow & Contact Center AI on Google Cloud

Google #ConversationalAI expert Lee Boonstra explains how to build Enterprise Chatbots and Telephony (#CcaaS #CallCenter) Agents using #Dialogflow, #CCAI and other #GoogleCloud #Serverless services. Courtesy of #ServerlessTO.

TABLE OF CONTENT

00:00:00 #Serverless #Toronto community intro
00:01:46 Upcoming meetup topics
00:03:56 Lee's Conversational AI intro
00:08:49 Conversational AI at part of Google Cloud
00:13:34 Dialogflow overview
00:31:46 What do customers expect from your call center?
00:37:42 Bots in a telephone #ContactCenter are much more complicated
00:39:40 What does Contact Center AI (CCAI) do?
00:42:32 CCAI demo (#Genesys #IVR)
00:46:48 CCAI Insights demo (Cloud Next '21 preview)
00:53:17 Conversational AI Summary
00:55:02 Lee on Future of Customer Care
00:57:33 Demo of a Conversational Omnichannel experience
01:01:51 Solution Architecture walkthrough
01:08:02 Switching between Dialogflow ES & CX editions
01:08:48 Dialogflow Banking Portal & Airport Self-service Kiosk repos
01:10:34 How to continue learning from Lee?
01:11:24 Q&A
01:27:41 Buy Lee's book to help a charity!
01:30:55 Definitive Guide to Conversational AI with Dialogflow and Google Cloud book raffle
01:32:03 Post-meetup chit chat

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