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E112 L10 - Chatbot - Coggle Diagram
E112 L10 - Chatbot
Advantages of using chatbots
Chatbots allow organizations to interact with customers 24/7
With the use of chatbots, manpower can be re-allocated to areas of work which cannot be automated
They help to retrieve and provide information to customers quickly
Chat conversations can be captured and used for data analysis to boost sales subsequently
Why use chatbot?
70%-100% Accuracy
Customers reach out to chatbot agent to acquire certain information.
Chatbot can be built through different platforms
IBM Watson Assistant
Google Dialogflow
Dialogflow
Uses Natural Language (NLP)
Artificial Intelligence
Benefits of using Dialogflow
Dialogflow allows you to [1] build, [2] test, [3] launch and [4] improve your chatbot. In fact, there are several advantages of using Dialogflow:
You can build a chatbot all within the Dialogflow cloud platform on a web browser
Dialogflow requires minimal coding and is suitable for anyone who can effectively use a computer and web broswer
There are existing templates for building your chatbot
Dialogflow is powered by Google's machine learning and has the cognitive ability to understand and reply in the natural language
Agent
A Dialogflow agent is 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.
A Dialogflow agent is similar to a human call centre agent. Whether it is a Dialogflow agent or a human agent, both need to be trained to handle conversational scenarios. Training does not need to be overly explicit.
Intent
Customers reach out to chatbot agent to acquire certain information.
Two different customers may ask the same thing differently, but their intent is the same.
Same intent of finding out the opening hours.
"What time do you open on Saturday?"
"What are the opening hours on weekends?"
An intent categorises the customer's intention for a conversation turn.
Matching an intent is also known as intent classification.
In Dialogflow, there are system entities
For example, you could define a vegetable entity that can match the types of vegetables available for purchase with a grocery store agent.
e.g. dates, times, numbers, email addresses, etc. You can also create your own custom entities.