Course overview
This course provides a comprehensive introduction to the architecture, deployment, and optimization of AI-powered conversational agents. You will explore how speech-to-text, large language models, retrieval systems, and speech synthesis work together to resolve customer issues. Additionally, you will master the operational practices needed to implement guardrails, manage state, integrate backend APIs, and handle seamless human handoffs in enterprise environments.
- Understand the primary technical components of modern speech recognition and text-to-speech pipelines
- Design state machines and prompt strategies that manage context and conversational flow effectively
- Implement retrieval-augmented generation and tool-calling patterns to connect agents to internal systems
- Establish robust safety guardrails and real-time monitoring to protect user privacy and ensure quality
- Manage the operational transition between automated AI voice agents and live customer support staff