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E112 L10 - Coggle Diagram
E112 L10
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Agent
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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.
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
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You can define multiple intents for a single agent, just like a call centre agent can decide if you need basic troubleshooting, make an appointment, or redirect your phone calls based on what you say.
What a customer types to the chatbot's referred to as an "end-user expression".
Entity
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.
In Dialogflow, there are system entities - e.g. dates, times, numbers, email addresses, etc. You can also create your own custom entities.
When an intent is matched, Dialogflow can extract specific information from the end-user expression.