Contact center conversations contain more than individual support requests. Google’s Conversational Insights course introduces a way to examine that information through data preparation, topic modeling, summaries and analysis.
This free Intermediate course is useful for learners connecting customer-experience questions with a structured analytics workflow. It moves from the product’s purpose to ingestion, evaluation and reporting concepts. The course keeps the Conversational Insights title; Google’s current product documentation calls the product Customer Experience Insights, or CX Insights.
Course at a glance
| Provider | |
|---|---|
| Platform | Google Skills |
| Level | Intermediate |
| Language | English |
| Estimated time | 1 hour 45 minutes; individual study pace varies |
| Format | Self-paced web lessons with eight knowledge quizzes |
| Access | Free instruction; sign in with a free learner account |
| Recognition | Completion badge advertised; no professional certification promised |
What you’ll learn
- Understand the course’s contact center use cases and data ingestion sequence.
- Explore topic model training and evaluation using conversation data.
- Study LLM summarization, Quality AI, highlights and generative FAQ features.
- Follow conversation analysis, filtering and export concepts involving BigQuery and Looker.
Skills you’ll gain
- Conversation analytics literacy
- Data ingestion planning
- Topic modeling concepts
- Customer-experience evaluation
- Analytics workflow communication
Follow the data before interpreting the result
The syllabus begins with the purpose of Conversational Insights, then follows the ingestion process. Topics include validating data formats, transcription, inspecting and de-identifying personally identifiable information and bringing data into the product. That sequence helps you see why preparation belongs before analysis.
The course then covers topic modeling and evaluation, followed by LLM summarization and Quality AI. Highlights and generative FAQs are introduced as additional offerings. These lessons give you a vocabulary for the different kinds of information an analytics workflow can produce.
Later sections connect conversation review and filtering with BigQuery export and Looker dashboards. The optimization material moves through monitoring, analysis, identification and enhancement. Treat the sequence as something to understand, not a guarantee that a dashboard will automatically improve service performance.
Connect a customer question with an analysis plan
An optional paper exercise is to imagine a fictional support team receiving repeated questions about delivery updates. Write the question the team wants to investigate, the type of conversation information it would need and the output that could help a reviewer understand the pattern.
Then separate preparation from interpretation. What would need to be checked before the data is usable? What could a topic or summary tell you, and what would still require reading the underlying conversations? This is independent reflection, not a provider assignment or a recommendation to upload real customer data.
Google labels the course Intermediate. Familiarity with cloud and analytics terminology will make the product-specific material easier to follow; this is preparation advice rather than an added admission condition. You can benefit by understanding the workflow before deciding whether an independent implementation makes sense.
The free course teaches the concepts and implementation steps through web lessons. It does not promise a provisioned contact center environment, unlimited analysis or a free production deployment of the commercial product.
Free instruction and completion details
Google Skills currently advertises the instruction as Free. A free learner account is used for access and progress. The public manifest lists twenty-eight web lesson activities and eight required quizzes, with no hands-on lab activity.
A course completion badge is advertised. No professional certification or academic credit is promised. Using Customer Experience Insights, storing or processing your own data, and running BigQuery or Looker outside the course are separate activities with their own access and potential costs.
Browse the free course catalogue to find further learning that fits the foundations you want to build.
Frequently asked questions
Why does the product have two names?
The course title remains Conversational Insights. Google’s product release notes announced the name Customer Experience Insights, or CX Insights, on January 12, 2026. The article preserves the official course identity and clarifies the current product name.
Does free instruction mean the analytics product is free to operate?
No. Google Skills advertises the course instruction as Free. Running the commercial product, processing data or using related cloud services independently is separate and may incur costs.
Does the course include a live lab?
The public curriculum lists web lessons and eight required quizzes, with no hands-on lab activity. The course introduces the workflow and product capabilities; it does not supply a promised free production environment.
Questions & discussion
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