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Chatbots - Coggle Diagram
Chatbots
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Advantages
With the use of chatbots, manpower can be re-allocated to areas of work which cannot be automated.
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Dialogflow
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Benefits
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Requires minimal coding and is suitable for anyone who can effectively use a computer & web browser.
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Powered by Google's machine learning & has the cognitive ability to understand & reply in the natural language.
Intents
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What a customer types to the chatbot is referred to as an "end-user expression". Dialogflow matches the end-user expression to the best intent in your agent. Matching an intent is also known as intent classification.
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Entities
Parameters and entity types are structured data that can help to make better sense of what the user is trying to find out.
In Dialogflow, there are system entities - e.g. dates, times, numbers, email addresses, etc.
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.
Agents
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Once a user sends a text message to the Dialogflow agent, Google uses AI to translate the message into structured data with the aid of NLP.
Similar to a human call centre agent, it needs to be trained to handle conversational scenarios.
Training does not need to be overly explicit.