The development of conversational marketing has led companies to pay increasing attention to how they interact with customers. The boom in online stores continues, and there’s no sign of it slowing down. The growing market demands that e-commerce companies continually improve customer experience. One way to do it effectively is to automatically respond to client queries by using a Dialogflow agent.
One of the key directions is the use of machine learning tools for creating voice and text communication applications. Interactive natural language understanding chats, capable of conducting conversations with users in a manner similar to human interaction, are becoming the norm. Dialogflow, part of Google Cloud resources, makes creating these applications not only possible but also much easier.
What makes Dialogflow worthwhile?
The number of feature of Dialogflow is its natural language processing capabilities. The platform recognises speech and natural language. In other words, it can analyse text in a way that is understandable to machines and recognises user input and user’s request intent. It enables the creation of agents, or virtual assistants.
Through its easy to use Dialogflow API, it is open to integration with various platforms, such as web and mobile apps, and Internet of Things (IoT) devices. By leveraging artificial intelligence mechanisms, the platform adapts flexibly to new data and situations, allowing for more intuitive interactions. Combined with support for multiple languages and integration with other Google Cloud tools, Dialogflow emerges as a powerful tool.
Faster and more spot-on responses
Dialogflow is part of the well-known cloud-based Contact Center AI. It seamlessly switches between topics and answers follow-up questions posed through various contact channels. Dialogflow minimises live agent interventions and is especially welcome in companies with large, complex environments, significantly improving customer support team efficiency.
It comes in two editions: standard (Dialogflow ES) and advanced (Dialogflow CX). Notable clients of the advanced version include well-known companies like Verizon, CNBC, CNN, DPD, Giorgio Armani, Mercedes, Comcast, Ticketmaster, Wall Street Journal, Domino’s Pizza, Ubisoft, Best Buy, Easy Jet, KLM Royal Airlines, Malaysia Airlines, and ING Bank.
Benefits of using Dialogflow CX
According to customers, one of Dialogflow CX’s fundamental advantages is natural and accurate interactions. Virtual agents provide a natural experience even during multi-threaded conversations with follow-up and side questions. Agents are built using deep learning technologies supporting Google Assistant.
Another feature of Dialogflow CX is the speed of building and universal deployment. According to Google, programming time can be reduced from several days to just a few minutes thanks to visual builders and pre-configured agents. Their further deployment in target contact centers and digital channels, both web and mobile, is straightforward.
Management and scaling are also simple. Managing virtual agents through comprehensive CI/CD involves versioning and continuous evaluation. Flow-based modules enable scaling to 20 independent flows and even 40,000 intents for each agent.
Key features of Dialogflow
Generative AI agent
By combining Dialogflow capabilities with Vertex AI Conversation, expanding your network of virtual agents becomes easy. Using the Large Language Model (LLM), the agent can respond contextually to any custom intent, making the need for programming responses less necessary.
Visual Flow Builder
Interactive Flow visualisations allow for better collaboration between teams.
Dialogflow CX allows deploying agents multiple times in different contact centers and digital channels. Integration is possible on various platforms, both web and mobile, using messengers and through phone partners like Genesys, Avaya, and Cisco.
It enables comprehensive management of agents, including CI/CD, analytics, experiments by adjusting parameter values and using different training phrases, and bot evaluation. You don’t need additional tools for this purpose.
Dialogflow in practice: Learning from the best
DPD UK delivers and picks up over a million packages across the UK every day. More than 10,000 employees in 91 locations are involved in the process, with support provided by 500 people in four call centres.
Internal research by DPD UK showed that approximately 70% of queries, such as delivery schedules, could receive immediate responses. They opted to launch an intelligent chat capable of automatically answering such queries. The key was to find a cloud-based solution that DPD UK employees could learn to use without external assistance. Due to Dialogflow’s open approach and the ability to use various channels without significant integration costs, they chose Google’s tool. Currently, virtual agents handle 32% of queries.
Operating in 85 countries, Domino’s Pizza has over 14,000 restaurants. In the United States alone, they deliver 10.5 million orders every week. In 2016, they began searching for a solution to simplify the pizza delivery ordering process.
When Domino’s team started working with Dialogflow, the performance of the pizza ordering “robot” exceeded initial expectations. Dialogflow can meet customer expectations and respond appropriately, even to non-standard queries beyond the regular menu.
How Much Does Dialogflow Cost?
Dialogflow bills are issued monthly based on the number of queries generated during that time. Google rewards new Dialogflow CX users with free credits for the trial period. These credits are activated upon the first use of Dialogflow CX and expire after 12 months.
If you want to learn more about how to optimise your use of Dialogflow, how much it will cost you in practice, and which version to choose (CX or ES), contact an FOTC expert. Certified Google Cloud cloud architects will answer your questions, clarify any doubts, and help configure and customize Dialogflow to your project’s needs.