Google Cloud Dialogflow vs. Verint Intelligent Virtual Assistant (IVA)

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.

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The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent

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• 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

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• Use of Acknowledgment base and AI engines.
• F&Q.
• Automate process such as consults, modifications and cancel reservations.
• Execute triggers for notify customer reservations.

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• Some of the features are still in beta phase.
• The languages available are still limited.
• The advanced features may not be accessible to new users.

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• There is minimal documentation around what we can and can't do for IVA
• IVA seems to be a newer product so this is difficult when trying to implement new things
• IVA has a lot of non-Verint friendly terms (Think Prompt, vs. answer or Intent/Alternate vs. context).

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Users benefit from Dialogflow's best User Interface and seamless User Experience. It's very scalable, and there are a lot of customization options to make it even more so. Dialogflow makes it simple to deploy, manage, and maintain chatbots. Artificial Intelligence algorithms make chatbots interactive, making it easier for users and chatbots to communicate and understand each other. Overall, it's a good option for those with little programming experience who want to learn Natural Language Processing.

It is well suited for employees with technical experience

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Dialogflow is a wonderful tool that is helping to design customized chatbots. I personally recommend if you wanna know how it's works give it a try with a free APIs call, you'll love this tool

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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.

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Verint Intelligent Virtual Assistant had more features and functionality than the Genesys product as well as customization and further options for internal system integration to our existing on-prem systems. In addition, we also had a rapport with other Verint products and were more familiar with their AI capabilities, making them the obvious choice.

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• 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

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• Human agent hours operations
• More interactions will be attended by AI agents
• Reducing human agent licensing costs
• Attending more interaction in less time

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info