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chatbots - Coggle Diagram
chatbots
dialogflow
Uses Natural Language Processing (NLP), which is a branch under artificial intelligence. In particular, LP is how we can train computers to understand and process the natural human language
You can build a chatbot with just a web browser and not a app. There are also premade templates to make our life easier. It also does not require much coding and is very user friendly and easy to set up.
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uses
Chatbots allow organizations to interact with customers 24/7 Hence , with the use of chatbots, manpower can be re-allocated to areas of work which cannot be automated. Chatbots also help to retrieve and provide information to customers quickly. Moreover, Chat conversations can be captured and used for data analysis to boost sales subsequently
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intent
Chat bot categorizes the customer's intention for a conversation turn. We can apply different intents for a single agent, just like how a customer center agent can decide if you need basic troubleshooting, make an appointment, or redirect your phone calls based on what you request . Dialogflow matches the end-user expression to the best intent in your agent. Matching an intent is known as intent classification
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agent
A virtual agent with the mission to handle conversations with your customers. Once a user sends a text message to the Dialogflow agent, Google uses artificial intelligence to translate the message into structured data with the aid of NLP .
Customers reach out to chatbot agent to seek certain information. Hence, the Dialogflow agent needs to be coded to handle the conversation. It is similar to a human call center agent. Both Dialogflow agent and human agent need to be trained to handle conversational scenarios.
follow up intents
Add Follow-up Intent for "Servicing" and Configure the Follow-up Intent
Create Another Follow-up Intent under "Servicing" Intent