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Introduction to Chatbot - Coggle Diagram
Introduction to Chatbot
Why use chatbot?
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Advantages of chatbots
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With the use of chatbots, manpower can be re-allocated to areas of work which cannot be automated
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Agents, Intents and Entities in Dialogflow
Agent
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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.
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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
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
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.
e.g. dates, times, numbers, email addresses, etc