Item: Google Cloud Dialogflow
Rating: 7
Author: Sandro Silva

Overall Satisfaction with Dialogflow (formerly Api.ai)

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

allows different answers for each platform, so a list menu is displayed correctly in both Facebook Messenger and Telegram
TTS (Text to Speech) service included in the tool
Automatic training after entity or Intent change is fast

Cons

Conversation flow has no deviations or regressions
Possibility to create logical test on screen and not by custom script
Conversation analysis report is very simple
Text formatting and inclusion of components with list and buttons only by custom code

Return on Investment

Easy integration with communication tools like Telegram, Skype, etc.
Has option to create dialog by flow
It has a native option for audio interaction

Support Rating

It has complete documentation about the API, for experienced developers who are creating customized solutions such as a mobile application with a virtual assistant; also has good step-by-step tutorials for beginners. I missed a forum and a more active community, to exchange experiences, so you only need google support. On the other hand, the available documentation covers all areas of the application, such as security and confidentiality, best practices methods, and of course the existing resources in the tool, most of them with tutorials and examples.

Key Insights

Do you think Google Cloud Dialogflow delivers good value for the price?

Are you happy with Google Cloud Dialogflow's feature set?

Did Google Cloud Dialogflow live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Google Cloud Dialogflow go as expected?

Yes

Would you buy Google Cloud Dialogflow again?

Yes

Usability

Great option for small projects that fit within the free pricing limits, or that, by the nature of the project, need multiple communication channels with the end user. For more sophisticated projects, or projects that demand a greater number of users than the free plan supports, it will be necessary to involve an experienced technician in the use of this tool, this includes other services such as a webhook for integration between systems.

Likelihood to Recommend

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.

Comments

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