This is a multi-part series dedicated to helping end users prepare to deploy speech-enabled chatbots in their contact centers. We focus first on Google’s Dialogflow because most of the major contact center partners have announced integrations with Dialogflow.
As the sections are published, links will appear here to where they can be read.
Using Dialog Flow to Create Intelligent Agents
(Contents subject to change)
Define what you want to accomplish with your Intelligent Virtual Agent (IVA) and the metrics you will use to measure success
The flow of how an Intelligent Virtual Agent (IVA) works
Should you build your IVA from scratch, use a partner contact center (Genesys, Cisco, Avaya, Five9, etc.), or use a CCaaS solution (a la Twilio)
The Data: what data is needed, how much data is necessary, and massaging this data to get it ready for CCAI ingesting
Teaching Dialogflow your lexicon
Intents Part 1: Classification
Intents Part 2: Filling the slots
Interfacing with back end systems
Returning the results to the user
When to hand off to a human agent
Interfacing with CCAI partner contact center solutions
Testing and Going Live: When is it “good enough”?
Google Speech Analytics
Internationalizing into other languages
Continuously monitoring and improving the results
The Need for the Human Element Throughout