Best dialogue-based option standalone or in combination with everything
Use Cases and Deployment Scope
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.
Pros
- 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
Cons
- Ease of use
- Admin-friendly UI
- Training phrases already feel outdated compared to other AI options that are better at identifying intent
Return on Investment
- 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
Usability
Alternatives Considered
IntellyDoc, Vertex AI and Genesys Cloud CX
Other Software Used
Genesys Cloud CX, Textlocal, now part of Cisco Webex, Vertex AI, IntellyDoc
