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Chatbots - Coggle Diagram
Chatbots
Benefits
Replies consistently
24/7 Customer Service
Instant Response Time
Cuts down human resources
Google Dialogflow chatbot
Strengths
Minimal Coding
Can be done in a web browser
Can build off existing templates
Components
Agent
A chatbot is agent; the agent's job is to identify content and provide service to customers
Intent
categorizes the customer's intention for a conversation turn. You can define multiple intents for a single agent, just like how a call center agent can decide if you need basic troubleshooting, make an appointment, or redirect your phone calls based on what you say.
Entity
When an intent is matched, Dialogflow can extract specific information from the end-user expression. The extracted data is called a parameter or entity type. Parameters and entity types are structured data that can help us make better sense of what the user is trying to find out.
A Dialogflow conversation begins from the
end-user expression
, have its
intent
text matched by the agent with the use of training phrases and
entities
, before
response
is being provided back to the user.
Limitations
Needs to be trained like a human
Inflexible in responses
Optional Features
Giving chatbots a name for human touch
Text-to-speech add on