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Chatbots - Coggle Diagram
Chatbots
Agent
Uses AI and NLP to translate messages into structured data
Built to respond to customer queries like a call centre agent
Virtual agent handling conversations with customersagent handling conversations with customers
Can be trained to handle multiple conversational scenarios
Intent
Different users may ask the same thing differently, but intent is the same
Multiple intents can exist for one agent
Represents customer’s purpose in a conversation
Entity
Structured data to understand user needs better
Extracts specific information from user input
System entities: dates, times, numbers, emails
Conversation Flow
End-user expression
Response
Intent matching
Training
Needed to handle different conversational scenarios
Doesn’t need to be overly explicit
Similar to training a human call centre agent