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Sangoma CX Technical Guide - Google Dialogflow and Sangoma CX Google Dialogflow Connector

Sangoma CX Technical Guide - Google Dialogflow and Sangoma CX Google Dialogflow Connector

Introduction

Google Dialogflow, is a powerful and versatile conversational AI platform that has rapidly emerged as a leading tool for building chatbots, virtual assistants, and natural language processing applications. Dialogflow has become a go-to choice for developers and businesses seeking to create interactive and intelligent conversational interfaces.

This document aims to provide an overview of Google Dialogflow, including an exploration of its various versions, the capabilities they offer, use cases and how Sangoma CX integrates with it.

What is Google Dialogflow?

Google Dialogflow is a cloud-based, natural language understanding platform that empowers organizations to design, build, and deploy conversational interfaces and chatbots. Developed by Google, Dialogflow combines cutting-edge machine learning techniques and extensive language support to enable the creation of natural, human-like interactions between users and computer systems.

Versions of Google Dialogflow

Dialogflow offers two versions to best fulfill the needs of developers and businesses:

Dialogflow ES (Edition Standard)

Provides fundamental capabilities for building chatbots and virtual agents. It includes text and speech-based conversation support and offers integration with a range of popular platforms and services. It does not provide a workflow, so it is ideal for less advanced or less complex chatbot or virtual assistants. The cost of the service per message is lower when using this edition.

 

Dialogflow CX (Edition Customer Experience)

It has the same core concepts as Dialoflow ES, but includes advanced tools and a workflow designer that permits the creation of complex conversational bots and workflows. It focuses on optimizing the user experience and enables more intricate conversation design, making it well-suited for large enterprises and customer service applications.

Capabilities of Google Dialogflow

Google Dialogflow offers a range of capabilities, including:

  • Natural Language Understanding: Dialogflow can understand and process natural language input, making it adept at handling a wide variety of user queries.

  • Multi-language Support: It supports multiple languages, allowing developers to create global and multilingual chatbots and virtual agents.

  • Integrations: Dialogflow can seamlessly integrate with popular messaging platforms and third-party systems by invoking APIs.

  • Customization: Developers can train Dialogflow to understand specific terminology and phrases relevant to their applications.

  • Rich Responses: It supports the generation of rich, dynamic responses with images, cards, carousels, and quick replies.

  • Context Management: Dialogflow keeps track of conversation context, making it easier to build complex, context-aware interactions.

  • Generative AI: Dialogflow allows defining Generators, which allows set generative AI models to create dynamic responses or text that can be used during fulfillment. 

Samples and Use Cases

Dialogflow can be applied to a wide range of use cases, including:

  • Customer Support Chatbots: Dialogflow can be used to create intelligent chatbots that assist customers with common queries, troubleshooting, and FAQs.

  • Virtual Assistants: It is an excellent tool for building virtual assistants that help users with tasks like setting reminders, checking status of a request, or providing information.

  • E-commerce and Retail: Dialogflow can power conversational shopping experiences, helping users find products, make purchases, and track orders.

  • Healthcare: It can be used for appointment scheduling, symptom checking, and general health information retrieval.

  • Education: Dialogflow can serve as an educational assistant, providing information and answering questions on various topics.

Sangoma CX and Google Dialoflow

The Sagoma CX Premium tier has built-in connectors that allow embedding or interconnecting with Virtual Agent Assistants or Chabtbots created in Google Dialogflow SE or CX. The connectors are designed to serve two use cases:

  • Agent Virtual Assistants: embeds a Dialogflow Messenger in the Agent Panel interface assisting Contact Center Agents by answering questions or automating specific tasks. The knowledge or tasks the Agent Virtual Assistants can handle, is only limited to the Dialogflow Chatbot created by customers or third parties involved in its development.

  • Service Chatbots: all textual-based channels supported in Sangoma CX can invoke a Dialogflow Chatbot. It is possible to specify which Dialogflow Chatbot integrates with each inbox providing the flexibility of using one Dialogflow Chatbot for all Inboxes or using a spe