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Chatbots, -Chat conversations can be captured and used for data analysis…
Chatbots
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Chatbots can be built through different platforms, such as via IBM Watson Assistant, or Google Dialogflow.
Google Dialogflow
Dialogflow uses Natural Language Processing (NLP), which is a branch under artificial intelligence. In particular, NLP is how we can train computers to understand and process the natural human language.
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Agents, Intents and Entities in Dialogflow
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.
Customers reach out to chatbot agent to acquire certain information. Hence, the Dialogflow agent needs to be built to handle the conversation.
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.
If the agent accurately identifies the user's intent, it is almost a success!
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.
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