expanding your customer experience in easy steps · 3 end-to-end development suite for building...

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Expanding your customer experience in easy stepsLee Boonstra, Customer Engineer Google [email protected]

mailto:[email protected]

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Expanding your customer experience...Chatbots for websites or social media platforms. Voice activated speakers & smart assistants:

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● End-to-end development suite for building conversational UI.

● Previously known as API.AI● Sept 2016, acquired by Google● Powered by Machine Learning

Dialogflow

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Why Dialogflow● Powered by Machine Learning (NLP)● Scalable: separate your conversation text from

code● Build faster with the Web UI● Advanced fulfillment options and multi channel

integrations ● Analytics● Speech / Voice Integration● Multi-lingual bot support (20+ languages)● Part of Google Cloud (60+ cloud services)

Intent Recognition

(NLP)

...

Web Console

Powerful SDK

Supervised Training

Cross-platform

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What’s new?● Soon Dutch Assistant in the Netherlands!● Six new voices

○ Including John Legend○ Voices were created through

Wavenet● Smart Displays: Support for AoG table

cards

● Dialogflow History Support● Diagnostic Info● Train Negative Fallback examples● Dialogflow Enterprise in GA!

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http://www.youtube.com/watch?v=D5VN56jQMWM

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Dialogflow Enterprise

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Part of Google Cloud also means:

● Easy integration /setup with 60+ products & services.

Other advantages

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● Stay in the cloud. Improve latency & security.

Other advantagesUser types in

Web Interface

Machine LearningDetection

Call to Dialogflow

Store in Data

WarehouseWebhooksReturn to

customer

vs.

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● Stay in the cloud. Improve latency & security.● Logging, Tracing, Debugging, Error reporting

Other advantages

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● Stay in the cloud. Improve latency & security.● Logging, Tracing,Debugging, Error reporting● User Roles, Permissions

Other advantages

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● Stay in the cloud. Improve latency & security.● Logging, Tracing,Debugging, Error reporting● User Roles, Permissions● Compliant

Other advantages

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● Stay in the cloud. Improve latency & security.● Logging, Tracing,Debugging, Error reporting● User Roles, Permissions● Compliant● Scalable, No Ops

Other advantages

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Upgrade to Enterprise

Confidential + ProprietaryConfidential + Proprietary

Human take-over

Confidential + Proprietary

Human take-over chatflow with sentiment detection

Your users type into a chat UI which can be integrated in your apps, websites or social media channels.

When user ask to talk with a human, the operator can take over from the chatbot. Detect in real-time the users mood, and let the operator take over from the chatbot.

This solution uses Kubernetes containers with Socket.io to enable realtime, bi-directional communication between web clients and servers.

Architecture: Dialogflow with human handoff

User types in chat UI

Chatbot or User replies

Operator DashboardKubernetes Engine

Container Registry

Customer ClientKubernetes Engine

Back-endKubernetes Engine

Back-endKubernetes Engine

NLP API

ML call for sentiment detection

Pass user utterance to

chatbot

Return text response to user

User asksto talk with human

Negative sentimentlet a human take over the conversation

Operator types in chat UI

User replies

Containers images can bestored in the Container Registry

DialogflowEnterprise

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● https://github.com/dialogflow/agent-human-handoff-nodejs

Example available:

https://github.com/dialogflow/agent-human-handoff-nodejs


Analytics

Analyze and Optimize your bots

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● Dialogflow bot analytics ● (From Chatbase)

Bot Analytics

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● New: Dialogflow conversation history

History

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● Custom implementation (Pub/Sub and BigQuery)● Learn which questions has been asked the most ● Improve your bot over time● Track user experience

Chatbot User Analytics


Machine Learning

for Chatbots/Assistants

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● Data Loss Prevention API

Machine Learning APIs

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● Data Loss Prevention API● Natural Language API


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● Data Loss Prevention API● Natural Language API● Vision API


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● Data Loss Prevention API● Natural Language API● Vision API● Speech to Text API

○ New: Text to Speech API



“Which customers are unhappy and why?”


“How can I improvethe user experience?”


Demo

https://github.com/savelee/kube-django-ng


Advanced Chatflow with machine learning bot analytics

User types to custom UI or channel

Chatbot replies

Dialogflow Enterprise

Customer ClientJS Angular 5 web front-endKubernetes Engine

Chat ServerDialogflow SDK / socket.ioKubernetes Engine

Back-end CRMPython / DjangoKubernetes Engine

Container Registry

Containers images can bestored in the Container Registry

Messaging PublisherPub/Sub

WebhookRouterCloud Function

Webhook

Container Builder

Building Dev Pipelines


Advanced Chatflow with machine learning and bot analytics

User types to custom UI or channel

Chatbot repliesDialogflow Enterprise

Customer ClientJS Angular 5 web front-endKubernetes Engine

Chat ServerDialogflow SDK / socket.ioKubernetes Engine

Back-end CRMPython / DjangoKubernetes Engine

SubscriptionCloud Function

Sensitivity FilterDLP API

Sentiment DetectorNLP API

Data WarehouseBigQuery

Messaging PublisherPub/Sub

WebhookRouterCloud Function

Webhook

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I’ve built this demo on my own in a couple of evenings.

Improve your user experience with a little more cloud.

● Fast & Easy integration of various cloud products:○ Kubernetes Engine, Cloud Builder, Container Registry○ Cloud Functions, Pub/Sub, BigQuery○ DLP API, NLP API

● Cloud IAM, Logs, Traces, Debugging, Error reporting out of the box● Scalable & Complaint: Ready to go live.

Conclusion

expanding your customer experience in easy steps · 3 end-to-end development suite for building...

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