26.01.2022 |
Building a VoiceBot is time-consuming and complicated? That is not true.
We’ll show you how to build a VoiceBot in just 10 minutes using Google Dialogflow and TENIOS!
The following instructions explain how to quickly and easily set up a VoiceBot to be used as a virtual agent in telephone customer service. An example scenario was defined to demonstrate the process.
1. Setup in Google Dialogflow
The requirements for generating a VoiceBot with Dialogflow is an existing Google account.
Open Dialogflow via the following link https://dialogflow.cloud.google.com/#/login and log in with your access data.
1.1. Create Dialogflow Agent
Now you can start configuring your Dialogflow agent. Click on Create Agent to add a new agent. Give it a name and select the desired language.
1.2. Define Intents
In the next step, the Intents are defined. An intent describes the aim of a user. Depending on the use case, classic user requests (e.g., requesting opening hours, prices, etc.) are converted into intents so that they can be recognized by the Dialogflow agent and the appropriate response can be returned.
By default, the fallback and the welcome intent are already predefined by Dialogflow. The Welcome Intent is played at the beginning, while the Fallback Intent only takes effect if an input could not be captured correctly. You can customize both intents according to your needs.
To add a new intent click on Create Intent. Now you can name and edit it.
Define Training Phrases
Let’s take the question about opening hours as an example. It makes sense to create different Training phrases, i.e. differently worded questions or individual keywords that allow the bot to clearly identify the issue of opening hours:
Define Responses
In the next step, the Responses of the Dialogflow agent can be defined. In this intent, the opening hours are to be output:
Now the next intents can be set up following the same pattern until all desired FAQs have been entered. The total overview could look like this:
The content configuration of your bot is completed now.
1.3. Create Events & Key for TENIOS
Define Events
In order to use the Dialogflow Assistant as a VoiceBot, it must be linked to the TENIOS Cloud platform. To do this, a so-called Event must first be defined. Events are to be understood as non-verbal signals that trigger a specific action. For example, an event must be created for the link with telephony, which informs TENIOS that the dialog is starting. This start event is placed in the Welcome Intent. For this, type “tenios_start” in the input line and press Enter:
Create Key
In order to trigger the Dialogflow agent when calling your customer hotline, the VoiceBot must be integrated into your call routing. For this purpose, a JSON key of the associated service account is generated in Dialogflow first, which can be entered in the TENIOS portal later.
You can access the Dialogflow settings via the wheel icon next to the bot name. Now please follow our step-by-step instructions.
2. Setup in TENIOS
Your FAQ bot is now ready to be connected to telephony. To do this, we switch to the TENIOS Cloud Communications Portal. Here, the bot is integrated into the routing of your phone number in the TENIOS network by using a JSON key.
For the settings in TENIOS please refer to our detailed documentation.
3. Go live!
As soon as the integration in the TENIOS portal has taken place, the bot is ready for use for your FAQ hotline. The training of the bot takes place in live mode. Opening the Training tab, you can view the input and output of the individual dialogs and make manual adjustments if necessary.
Another use case required?
Of course, you can also choose any other use case for your VoiceBot instead of a FAQ bot: For example, phone bots are just as ideal for reservations, status queries (e.g. parcel delivery), recording customer data (e.g. meter reading), changing passwords and much more. These virtual voice assistants can also be easily implemented with the help of Dialogflow and TENIOS.
Start configuring your desired VoiceBot now and optimize your telephone customer service in just a few steps! Contact us, we will be happy to advise you on your individual use case!
