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Google Cloud Platform Contact Center AI Training

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Accelerate your customer service expertise with Google Cloud Platform - Contact Center AI training by Multisoft Virtual Academy. Gain hands-on experience in building virtual agents, integrating with contact center platforms, and utilizing Google’s AI capabilities to deliver smarter, faster, and more efficient customer support. Learn from certified industry experts.

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	02 Aug 2025	30	06:00 PM - 10:00 PM	Sat, Sun
	03 Aug 2025	30	06:00 PM - 10:00 PM	Sat, Sun

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Instructor-led Training Live Online Classes

	02 Aug 2025	30	06:00 PM - 10:00 PM	Sat, Sun
	03 Aug 2025	30	06:00 PM - 10:00 PM	Sat, Sun

Course Price At

$ 550

Enroll Now

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Online Self Learning Courses are designed for self-directed training, allowing participants to begin at their convenience with structured training and review exercises to reinforce learning. You’ll learn through videos, PPTs and complete assignments, projects and other activities designed to enhance learning outcomes, all at times that are most convenient to you.

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Duration: 30 Hrs.
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Google Cloud Platform Contact Center AI Training Online Certification Course Course Syllabus

Curriculum Designed by Experts

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Google Cloud Platform - Contact Center AI training by Multisoft Virtual Academy is designed to help professionals harness the power of AI to transform customer support operations. This course offers in-depth knowledge and hands-on experience in building and managing AI-powered virtual agents using Google Cloud’s Contact Center AI (CCAI) solution. Learners will explore key tools such as Dialogflow, Agent Assist, and Speech-to-Text APIs to create seamless, natural customer interactions. Participants will gain a solid understanding of how to integrate these AI services with existing contact center infrastructure, automate routine inquiries, and improve agent efficiency. The training emphasizes real-world applications and use cases, enabling learners to deploy scalable and intelligent solutions that reduce operational costs and enhance customer satisfaction.

Suitable for IT professionals, customer experience managers, developers, and AI enthusiasts, the course combines theoretical knowledge with practical labs. Whether you're aiming to modernize your call center or upskill in AI technologies, this course provides the skills and credentials needed to stay competitive in today’s digital-first world. Led by certified Google Cloud experts, the program ensures a high-quality learning experience aligned with industry standards and future-proof customer service strategies.

Google Cloud Platform - Contact Center AI training is a specialized course that teaches professionals how to use Google Cloud’s AI tools—like Dialogflow, Speech-to-Text, and Agent Assist—to create intelligent virtual agents. It helps automate customer support, enhance user experience, and optimize contact center operations. This training equips learners with the skills to build, deploy, and manage AI-driven solutions across voice and chat channels for modern customer service environments.

Define what Contact Center AI (CCAI) is and what it can do for contact centers
Identify each component of the CCAI Architecture: Speech Recognition, Dialogflow, Speech Synthesis, Agent Assist, and Insights
Describe the role each component plays in a CCAI solution

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List the basic principles of a conversational experience
Explain the role of conversation virtual agents in a conversation experience
Articulate how STT (speech to text) can determine the quality of a conversation experience
Demonstrate and test how speech adaptation can improve the speech recognition accuracy of the agent
Recognize the different NLU (natural language understanding) and NLP (natural language processing) techniques and the role they play in conversation experiences
Explain the different elements of a conversation (intents, entities, etc.)
Use sentiment analysis to help with the achievement of a higher-quality conversation experience
Improve conversation experiences by choosing different TTS voices (Wavenet vs. Standard)
Modify the speed and pitch of a synthesized voice
Describe how to leverage SSML to modify the tone and emphasis of a synthesized passage

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Identify user roles and their journeys
Write personas for virtual agents and users
Model user-agent interactions
List the basic elements of the Dialogflow user interface
Build a virtual agent to handle identified user journeys
Train the NLU model through the Dialogflow console
Define and test intents for a basic agent
Train the agent to handle expected and unexpected user scenarios
Recognize the different types of entities and when to use them
Create entities
Define and test entities on a basic agent
Implement slot filling using the Dialogflow UI
Describe when Mega Agent might be used
Demonstrate how to add access to a knowledge base for your virtual agent to answer customer questions straight from a company FAQ

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Create follow-up intents
Recognize the scenarios in which context should be used
Identify the possible statuses of a context (active versus inactive context)
Implement dialogs using input and output contexts

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Describe two ways that the media type changes the conversation
Configure the telephony gateway for testing
Test a basic voice agent
Modify the voice of the agent
Show how the different media types can have different responses
Consider the modifications needed when moving to production
Be aware of the telephony integration for voice in a production environment

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Define the role of fulfillment with respect to Contact Center AI
Characterize what needs to be collected in order to fulfill a request
Identify existing backend systems on the customer infrastructure
Use Firestore to store mappings returned from functions
Appreciate that the interaction with customers’ data storage will vary based on their data warehouses
Implement fulfillment using Cloud Functions
Implement fulfillment using Python on AppEngine
Describe the use of Apigee for application deployment

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Debug a virtual agent by testing intent accuracy
Debug fulfillment by testing the different functions and integrations with backend systems through API calls
Implement version control to achieve more scalable collaboration
Log conversations using Cloud Logging
Recognize ways that audits can be performed

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Recognize use cases where Agent Assist adds value
Identify, collect, and curate documents for knowledge base construction
Set up knowledge bases
Describe how FAQ Assist works
Describe how Document Assist works
Describe how the Agent Assist UI works
Describe how Dialogflow Assist works
Describe how Smart Reply works
Describe how real-time entity extraction works

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Analyze audio recordings using the Speech Analytics Framework (SAF)

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Use the Dialogflow API to programmatically create and modify the virtual agent
Describe connectivity protocols: gRPC, REST, SIP endpoints, and phone numbers over PSTN
Replace existing head intent detection on IVRs with Dialogflow intents
Describe virtual agent integration with Google Assistant
Describe virtual agent integration with messaging platforms
Describe virtual agent integration with CRM platforms (such as Salesforce and Zendesk)
Describe virtual agent integration with enterprise communication platforms (such as Genesys, Avaya, Cisco, and Twilio)
Explain the ability that telephony providers have of identifying the caller and how that can modify the agent design
Incorporate IVR features in the virtual agent

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Create Draft and Published versions of your virtual agent
Create environments where your virtual agent will be published
Load a saved version of your virtual agent to Draft
Change which version is loaded to an environment

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Describe two ways that security can be implemented on a Contact Center AI integration
Identify current compliance measures and scenarios where compliance is needed

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Convert pattern matching and decision trees to smart conversational design
Recognize situations that require escalation to a human agent
Support multiple platforms, devices, languages, and dialects
Use Diagflow’s built-in analytics to assess the health of the virtual agent
Perform agent validation through the Dialogflow UI
Monitor conversations and Agent Assist
Institute a DevOps and version control framework for agent development and maintenance
Consider enabling spell correction to increase the virtual agent's accuracy

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Google Cloud Platform Contact Center AI Training Online Certification Course Description

Understand the core components of Contact Center AI on Google Cloud Platform
Design and develop intelligent virtual agents using Dialogflow CX and ES
Integrate CCAI with speech technologies like Speech-to-Text and Text-to-Speech
Implement Agent Assist to support live agents with real-time suggestions
Deploy AI-powered chatbots across multiple channels (voice, chat, etc.)
Use Google Cloud tools to manage, scale, and monitor virtual agent performance
Enhance customer experience through natural language understanding (NLU)
Apply best practices for securing and optimizing CCAI implementations

AI/ML Developers
Cloud Solution Architects
Technical Project Managers
Contact Center Managers
Conversational UX Designers
DevOps Engineers
IT Professionals working in support automation
Business Analysts focusing on customer experience transformation

Basic understanding of cloud computing concepts
Familiarity with Google Cloud Platform (GCP) services
Knowledge of programming (preferably Python or JavaScript)

Google Cloud Platform Contact Center AI Training Online Certification Course Certification

Multisoft Virtual Academy provides a globally recognized training certificate to the participants, after successful completion of a training program. The training certificates are recognized and accepted across the world.

Multisoft Virtual Academy's training certificate comes with lifetime validity.

Aspirants can directly enroll for the desired course from the Book Now Button in the course page. You can also connect on Whatsapp at +91 8130666206 to talk with a training advisor. Multisoft Virtual Academy also offers customized training programs on a wide range of domains and skills.

All training programs offered by Multisoft Virtual Academy are delivered by certified industry experts, who have years of experience in the relevant domains. Multisoft Global Subject Matter Experts impart knowledge on a wide variety of training courses through one –on-one and corporate training sessions.

Multisoft Virtual Academy training certification can help participants stand out in the competitive job market. Since the training certificates are internationally accepted, participants can showcase their skills and knowledge to employers across the world.

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Google Cloud Platform Contact Center AI Online Certification Course Corporate Training Certification

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Google Cloud Platform Contact Center AI Training Online Certification Course FAQ's

Yes, the course includes practical labs, real-world use cases, and guided demos for an interactive learning experience.

Yes, participants will receive a certificate of completion from Multisoft Virtual Academy.

The course primarily uses Google Cloud services like Dialogflow CX/ES, Cloud Speech-to-Text, Cloud Text-to-Speech, and Agent Assist.

The course opens up opportunities in AI development, customer experience automation, and cloud-based contact center management, enhancing your credentials in a high-demand domain.

To contact Multisoft Virtual Academy you can mail us on enquiry@multisoftvirtualacademy.com or can call for course enquiry on this number +91 8130666206