Introduction
  • Introduction to the course
  • How to take this course
  • Your virtual agent's first words and your goals for this course.
Introduction to interaction automation
  • Automating interactions with virtual agents
  • Goals and Intents
  • Directed dialog systems
  • Mixed initiative dialog systems
  • Natural Language
  • Prompting
  • Business metrics
  • Reflection
  • Extension
Introduction to Inference
  • Who is Inference?
  • Services architecture
  • Multi-tenancy and billing
  • Reflection
Connecting to virtual agents
  • Introduction
  • Handling an inbound call
  • Handling an inbound text
  • Making an outbound call
  • Starting a new text conversation
  • Triggering back office work through an API
Your first IVR - an auto attendant
  • Introduction
  • Configure prompts
  • Define menu
  • Provide transfer destinations
  • Improvement opportunities
  • Practical guide