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ChatBots - Coggle Diagram
ChatBots
Advantages:
Personable Bots Can Respond, Even When You are Sleeping
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Google Dialogflow
Uses Natural Language Processing (NLP), which is a branch under artificial intelligence.
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Dialogflow Agent
- A virtual agent with the mission to handle conversations with your customers.
- Customers reach out to chatbot agent to acquire certain information. Hence, the Dialogflow agent needs to be built to handle the conversation.
- Similar to a human call centre agent
->both need to be trained to handle conversational scenarios.
Intent in Dialogflow
- An intent categorises the customer's intention for a conversation turn
- 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.
Entity in Dialogflow
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. Parameters and entity types are structured data that can help us make better sense of what the user is trying to find out.
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A Dialogflow conversation begins from the (1) end-user expression, have (2) its intent matched by the agent with the use of training phrases and entities, before (3) response is being provided back to the user.
