Google Cloud Dialogflow Information Reviews & Insights

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.

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.

Safe, easy to use, easy to configure - great handy tool to get our chat bots to serve customers in a timely and safe fashion. It is a very good software, easy to use, tasks are easy to get granular - it's number one choice at the present moment for our company.

It feels somewhat beta at some specific uses but overall its a safe and realiable software. It's pricing is very good, easy to setup, good tools, stable and feels ready to use just out of the box without any need to complicated tweaks or anything alike. It is number one choice for our developers and game engineers in our current company.

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.

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.