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chatbot - Coggle Diagram
chatbot
dialogflow
benefits
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requires minimal coding and is suitable for anyone who can effectively use a computer and web browser
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is powered by google machine learning and has the cognitive ability to understand and reply in the natural language
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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. For example, if User A asks the chatbot "What time do you open on Saturday?", and User B asks "What are the opening hours on weekends?", both have the same intent of finding out the opening hours.
An intent categorises the customer's intention for a conversation turn. You can define mutiple intents for a single agent, just like how 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 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.
why use chatbot
chatbot is very accurate, 70% - 100% accuracy
4 advantages
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with the use of chatbots, manpower can be re-allocated to areas of work which cannot be automated
What was a 10-minute interaction between a customer and a service agent, is now a 2-minute conversation between the customer and a chatbot with a name and face. The service agent is now able to focus on other tasks.
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