Azure AI Bot Service vs. Google Cloud Customer Experience Agent Studio (CX Agent Studio) vs. ManyChat

From personal experience, I can recommend the Azure AI service to reduce the burden on your customer service team, as we did. We created a customer service bot and automated our Frequently Asked Questions section, as well as an interactive platform for registering other complaints that the bot cannot handle, which are later addressed by our customer service team.

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Indicated for those who have good knowledge of programming and coding in HTML and JSON, that is, it is not suitable for beginners or users without much technical knowledge. It is suitable for those who want to integrate with various platforms, such as Telegram, Webhat, Facebook Messenger, among others. I also recommend it to anyone who needs to create a chatbot in several languages (it is not automatic translation). Recommended to create new projects in CX environment and not in ES.

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I found that ManyChat is a strong tool when receiving incoming messages, being able to create a tree of potential responses based on options given to the initiator. There is also a huge potential for complex automation (as long as the environment required by Facebook in order to send outgoing messages is maintained).

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• Assembles conversational AI encounters for our clients
• Adds regular language, discourse, and vision
• Sends to well known channels with insignificant code changes

• Great at back-and-forth dialogue with the caller
• Integration with existing contact center plattforms
• Using the same flow for voice and chat seamlessly
• Very customizable

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• Collect email and phone number easily
• provide 24/7 customer support to your customers
• More than one ways for people to opt into your bot
• great way to provide offers and sales to your subscribers via messenger
• Great to build a relationship with your followers on Instagram

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• Limited Natural Language Understanding, especially in entertainment contexts where slang, humor
• Works only with Azure platform only not compatible with other platforms
• Complex customization as per organization need

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• Some of the features are still in beta phase.
• The languages available are still limited.
• The advanced features may not be accessible to new users.

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• Honestly, the only thing I don't like about ManyChat is their support. It seems to be almost non existent. However, that concern is negated by having a fantastic user base that helps each other out on Facebook.

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Azure AI Bot Service comes with an Integrated Development Environment and Bot Framework SDK that simplifies development. Having a single codebase for multiple channels, such as MS Teams, Facebook, and Slack, makes it easier to target multiple platforms without requiring redevelopment. LUIS and OpenAI can be easily integrated with your Chatbot to provide a seammless chat bot expereince to customers.

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Users benefit from Dialogflow's best User Interface and seamless User Experience. It's very scalable, and there are a lot of customization options to make it even more so. Dialogflow makes it simple to deploy, manage, and maintain chatbots. Artificial Intelligence algorithms make chatbots interactive, making it easier for users and chatbots to communicate and understand each other. Overall, it's a good option for those with little programming experience who want to learn Natural Language Processing.

ManyChat is a great tool, provides loads of features, integrations and just saves you a whole load of time once all set up. If you aren't tech-savvy or used to how digital marketing tools work, it can appear complicated. That's how I felt initially 2 years ago, and after watching tutorials online I had a better understanding of it. This is why I rated it a 7, as it's not a tool that you can just play around with and guess how it works. There's definitely a learning curve with it so I recommend doing the free training and watching video tutorials.

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Microsoft's customer service staff is friendly and extremely knowledgeable. They are always available to assist you with bot framework-related issues that you may be experiencing. They provide training sessions, manuals, and support personnel, among other things. Bugs were easily spotted and patched, which was one of my pet peeves about patching.

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Dialogflow is a wonderful tool that is helping to design customized chatbots. I personally recommend if you wanna know how it's works give it a try with a free APIs call, you'll love this tool

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There is room for improvement but frankly, we haven't had the need to request for support. Everything is pretty easy to setup and there are very useful video explanation guides and walkthroughs on ManyChat's YouTube channel. The only challenge we have had was to integrate it with Zapier, it's a bit tricky because you need to do a setup workaround first, but nothing too complicated.

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Microsoft Bot Framework is much better and well more established without a lot of proprietary software/coding language. Lex is very limited with integration with standard hardware and network configurations. Lex has performance issues and was too slow to meet near real-time collaboration requirements. Bot Framework complements many other Microsoft communication products and this was key to implementing without a lot of new training required.

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There is always use cases for both. We still use the other plattforms but each has its own strengths and weaknesses. We, as a contact center implementation partner always use multiple solutions both for ourselves but also for our customers to meet their needs. In the cases we choose Google Cloud Dialogflow is when we need to be able to handle specific follow-up questions from the customer. And for more complicated issues we also use a combination of this and other 3rd party plattforms. We always meet the need of our customers and as specialist and consultants we give expert advice on how to use all these different solutions in the best way possible.

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I've worked in the past with Chatfuel. However, I decided to switch to ManyChat due to a variety of reasons. Overall, ManyChat offers much more functionality out of the box (e.g., Facebook comments tool), sequence builders are much more intuitive. Also, they provide flexible pay as you go pricing plan, which is perfect for a startup like us.

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• Azure Bot will only deliver according to the granularity of the FAQ it is feed. Otherwise, it has been a cost optimization tool for our organization.

• As a partner to multiple contact center plattforms we have always been able to offer Google Cloud Dialogflow along with them because it integrates well with all.
• Many businesses want to implement smart ways to have call deflection. Bots that can handle full dialogues with the customer is very intriguing to them because it can fulfill customers requests without using up as many resources

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• For the intended application, we experienced a negative ROI due to the inconsistency in the ability to maintain the automation without incoming responses. Since it is a free service that was meant to lead to paid services organically, the inconsistencies prevented the desired outcome.
• We did experience a higher conversion rate with basic incoming messages with questions about services or products due to the ability to have pre-created responses and direction immediately supporting the prospect.

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