Best dialogue-based option standalone or in combination with everything
January 07, 2025

Best dialogue-based option standalone or in combination with everything

Esteban Gonzalez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Cloud Dialogflow

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  • Training phrases already feel outdated compared to other AI options that are better at identifying intent
  • 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
The options and customization feel limitless. But there is an initial struggle with the un-intuitive design of the interface. But once it's understood it gets very powerful. As long as you have a plan going into it it becomes very easy to track big and complicated flows. It's useable in all types of cases, there is always a way to use Google Cloud Dialogflow for both big and small tasks.
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.

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

Yes

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

Yes

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

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.

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