Course overview
This course provides a comprehensive introduction to the deployment of AI-driven real-time agent assist technology. You will learn how live speech is transcribed, analyzed by language models, and converted into actionable in-call guidance for customer support agents. The curriculum covers system architecture, workflow trigger design, model latency optimization, and essential data privacy compliance. By the end of this course, you will understand how to manage and optimize real-time AI tools to enhance agent performance and ensure high-quality customer interactions.
- Explain how real-time transcription and LLM inference power live agent guidance
- Design event-driven workflow triggers based on customer intent and sentiment
- Optimize system latency to ensure AI recommendations appear within sub-second thresholds
- Implement governance frameworks to protect sensitive customer data and monitor model drift