Google Cloud CX Agent Studio Reviews & Insights

We set up Google Cloud Dialogflow CX bots for voice bots and chatbots for different contact centers. We have built this with either existing plattforms or together with implementation of new contact center solutions. Specific scenarios is to gather information from the caller or customer before they reach an agent so the agent can handle the customer much more efficiently. The amount of questions varies, it could be simple questions that Google Cloud Dialogflow might even know the answer to or be able to provide information from a data bank to provide to the caller. This way we get call deflection while helping the caller getting the information they need.

If you want to have a dialog based bot that is able not only to provide one answer to one question but ready to have follow-up questions or actions this is the best option for that. When you want to be able to build a flow with many branches and forks depending on the answer and forking paths based on that as well there is not many options for that.

First of all, I've been using Dialogflow for the past two years. Using Dialogflow, I've created over ten chatbots and voice assistants. It is the best way to build chatbots and is ideal for beginners. I have never felt it hard to understand. Its functions do not require any advanced coding concepts to be fully understood. It has a fantastic team in place of its front-end, so you don't have to worry about the back-end integration with various APIs as a user. Overall, it's fantastic!

It's a Google-owned framework that uses a number of complex but well-optimized AI algorithms. It enables you to create chatbots that meet the needs of customers and provide them with a natural conversational experience. It is free for personal use, but pricing for businesses is based on usage. It supports a variety of languages, as well as detailed error reports and analytics that can help the chatbot remain unsupervised and platform-agnostic. Overall, it's a fantastic framework.

Safe, easy to use, easy to configure - great handy tool to get our chat bots to serve customers in a timely and safe fashion. It is a very good software, easy to use, tasks are easy to get granular - it's number one choice at the present moment for our company.

It feels somewhat beta at some specific uses but overall its a safe and realiable software. It's pricing is very good, easy to setup, good tools, stable and feels ready to use just out of the box without any need to complicated tweaks or anything alike. It is number one choice for our developers and game engineers in our current company.

From my experience, customer service, information about merchandise withdrawal, purchases, order status, among many other requests were a problem, as customers called incorrect times, demanded time from people to identify the customer's need and then direct them to the department. correct, were the daily problems in our company. With the implementation of the chatbot on our website, and later its integration with Facebook messenger and Telegram, we were able to reduce by more than 80% the redirection of calls to the correct area, as well as a 40% reduction in calls that required basic information such as product pick-up address, company opening hours and customer service department extensions. Between the conception of this project until its release to final users, it took just over 03 months of project.

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.

Integrating Dialogfow into the chat applications that customers use to communicate with us makes it easy to manage bookings and information delivery to our customers. it enables us to surface standard information to users without having to use up the resource of a support officer who could be working on more complicated queries, which Dialogflow can escalate.

It is very well suited for first-line queries, where the user simply seeks saved information. However, the speech to text recognition has proven to be lacking in accuracy for our disabled users.

Google Dialogflow is amazing technology that helps me to design and build chat bots and voice bots. Best part of dialogflow is that it is very easy to learn and have multiple options of integration with other tools that fasten the work process. Moreover you don't need to be an expert to use dialogflow, it has no coding platform.

Well, earlier on our website we were using the FAQs section, now we have created a chatbot with all FAQs and added those features to our bot. This makes our user more engaged on the website and it helps us to save our time in answering the general questions of our users.