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Google Cloud Platform Contact Center AI Corporate Training
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Curriculum Designed by Experts
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Multisoft Virtual Academy offers Google Cloud Platform Contact Center AI Corporate Training designed to help enterprises revolutionize their customer service operations. This training provides hands-on experience with Contact Center AI, Dialogflow, and other GCP tools to develop intelligent, responsive, and scalable virtual agents.
Tailored for corporate teams, the course covers conversational design, agent assist, natural language understanding (NLU), and integration techniques. Professionals learn to reduce operational costs, increase resolution efficiency, and deliver consistent, 24/7 customer support. Taught by industry experts, the training includes real-world use cases, live sessions, and flexible scheduling—making it ideal for modern business environments.
Upskill your workforce and bring AI transformation to your contact center today!
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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Outcome centric learning solutions to meet changing skill-demand of your organization
Wide variety of trainings to suit business skill demands
360° learning solution with lifetime access to e-learning materials
Choose topics, schedule and even a subject matter expert
Skilled professionals with relevant industry experience
Customized trainings to understand specific project requirements
Check performance progress and identify areas for development
Free Google Cloud Platform Contact Center AI Corporate Training Assessment
Right from the beginning of learning journey to the end and beyond, we offer continuous assessment feature to evaluate progress and performance of the workforce.
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Google Cloud Platform Contact Center AI Corporate Training 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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Frequently Asked Questions
Corporate training refers to a system of professional development activities provided to educate employees. The primary goal of corporate training is to enhance the skills, knowledge, and effectiveness of individuals and teams to boost overall business performance and efficiency.
Available programs include leadership training, technical skills development, soft skills enhancement, compliance, diversity and inclusion workshops, and role-specific certifications. These programs are tailored to industry needs and can address areas such as project management, communication, data analysis, and IT tools for professional and organizational growth.
Our training sessions can be delivered in various formats including online, in-person, and hybrid models. We utilize the latest technology to provide interactive webinars, virtual classrooms, and on-demand courses, as well as traditional face-to-face workshops.
Training customization begins with assessing business objectives, skill gaps, and workforce requirements. Programs are then designed to address these needs, integrating industry-specific content, hands-on learning, and relevant case studies. Customization ensures that training aligns with company goals and delivers measurable outcomes.
Sessions are led by experienced professionals, certified trainers, and subject matter experts with in-depth industry knowledge. Trainers use interactive methods, real-world examples, and hands-on activities to deliver engaging and impactful learning experiences tailored to participant needs.
We cater to industries like IT, healthcare, manufacturing, retail, finance, hospitality, and education. Our programs are tailored to meet the unique needs of these sectors, ensuring relevance and effectiveness for diverse organizational goals and workforce requirements.
Yes, participants receive certificates upon successfully completing our training programs. These certificates serve as recognition of the skills and knowledge gained during the training.
Registration can be completed online through our website. You can also contact our customer service team for assistance with registration and to discuss any specific training requirements or scheduling preferences. To contact Multisoft Systems you can mail us on enquiry@multisoftvirtualacademy.com or can call for course enquiry on this number+91 8130666206
We offer both group and individual training sessions. Individual training can be tailored specifically to a person’s role within the company, focusing on their particular development needs.
We understand that business needs can change, so we offer flexible scheduling options. If you need to reschedule a training session, we will work with you to find a new date that suits your team’s availability without additional rescheduling fees.
For any specific inquiries or detailed information about our training programs, you can contact our dedicated customer service team or training coordinators via phone (+91 8130666206), email (enquiry@multisoftvirtualacademy.com), or through our website’s contact form.
Corporate training improves employee productivity, fosters innovation, enhances job satisfaction, and ensures alignment with the company’s strategic objectives. It also helps organizations stay competitive in a rapidly changing business environment.
Absolutely. We provide remote training options that allow employees from different locations to join sessions simultaneously, promoting a unified learning experience.
Yes, many of our training programs focus on teamwork, communication, and collaboration, enhancing employees’ ability to work together effectively.
We prioritize flexibility to meet your needs, so there is no minimum team size required to start corporate training at Multisoft Systems. Whether you have a single participant or a large team, we offer tailored training solutions with all program inclusions to ensure a comprehensive learning experience.
Live virtual classrooms at Multisoft Systems are real-time, instructor-led online sessions designed to provide an interactive and engaging learning experience. Participants can interact with instructors and peers, just like in a physical classroom.
Blended learning at Multisoft Systems combines online and instructor-led training to deliver a personalized, flexible, and engaging education experience. Using tools like videos, apps, and hands-on projects, learners can study at their own pace, anytime and anywhere. This hybrid model enhances understanding, skill retention, and satisfaction, making it ideal for professionals seeking a stress-free learning approach.
Training session durations vary depending on the topic and depth. Programs can range from one-day workshops to multi-week courses. Specific timelines are customized to meet organizational schedules and learning objectives while ensuring thorough knowledge transfer.
Effectiveness is measured using pre- and post-training assessments, participant feedback, performance evaluations, and business impact analysis. These methods help track knowledge retention, skill improvement, and the practical application of training outcomes.
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