Detailed Course Outline
Module 1 - Introduction to CX Agent Studio
Topics:
- Then and now.
- AI agents and conversational AI solutions.
- Gemini Enterprise for Customer Experience (CX).
- CX Agents Studio overview.
Objectives:
- Refresh your knowledge about AI agents on Google Cloud and CX Agent Studio.
- Create production-ready agents in CX Agent Studio.
Activities:
- Lab: Create CX agents ready for production.
Module 2 - Build CX agents
Topics:
- Product demonstration.
- Build and refine multi-agent architecture.
- Hybrid versus deterministic agents.
- Make your CX agents enterprise ready.
Objectives:
- Design multi-agent architectures to manage complexity.
- Apply best practices for instructions.
- Implement deterministic logic.
- Configure enterprise-ready features.
Activities:
- Lab: Use CX Agent Studio memory and deterministic capabilities.
Module 3 - Programmatic management and voice agents
Topics:
- Programmatic access to CX Agent Studio.
- Evolution of audio in AI Agents.
Objectives:
- Build agents programmatically.
- Configure and troubleshoot Native Audio voice agents.
Activities:
- Lab: Configure and troubleshoot voice-based agents in CX Agent Studio.
Module 4 - Extend CX Agents with Agent Search data stores
Topics:
- Introduction to Agent Search and data store agents.
- Core capabilities and technical advantages of data store agents.
- Use cases for data store agents,
- Phases of data store agent implementation.
- Create a data store agent implementation.
- Create a data store in CX Agent Studio
- Connection and configuration.
- Common search configurations.
- Common issues and troubleshooting.
Objectives:
- Differentiate between data store types.
- Create a data store.
- Leverage data stores and connectors.
Activities:
- Lab: Leverage data store and connectors in your CX Agent Studio.
Module 5 - Evaluate and configure CX agents
Topics:
- Foundations and methods of CX Agent evaluation.
- Test case development and metrics.
- Advanced tuning and runs.
Objectives:
- Align agent responses with defined company rules.
- Configure guardrails to protect your CX agent.
- Set up Memory for a CX agent.
- Implement custom webhooks.
Activities:
- Lab: Evaluate CX Agent Studio and implement the Quality Hill Climbing process.
- Lab: Use CX Agent Studio memory and deterministic capabilities.
Module 6 - CX Agent Studio integrations
Topics:
- Integrate CX agents with first- and third-party providers.
- Digital channel integrations.
- Third-party telephony integration.
- Human escalation to third-party services.
- Human escalation to Gemini Enterprise for CX.
- Integration with Agent Assist.
- Gemini Enterprise for CX integration through the API.
Objectives:
- Deploy the CX agent to various digital channels.
- Escalate to human agents using Google Cloud CCaaS and Gemini Enterprise for Customer Experience.
- Integrate with third party telephony services.
Activities:
- Lab: Deploy agents to the web and third party channels from CX Agent Studio.
Module 7 - Essentials for a successful launch
Topics:
- Strategic alignment and planning.
- Success metrics and visibility.
- Launch execution and technical readiness.
- Trust, safety and global readiness.
Objectives:
- Outline the industry best practices for a successful launch.
- Recall available compliance languages.